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:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 17th 2024 I cancelled my consumer cellular service and switched to spectrum. On Nov 24th i received an email from Consumer Cellular asking me to contact them for final billing. They bill in arrears and they said through 10/17 I owed *****. My MONTHLY bill was only *****. I spoke to them on 24 November and they said someone made a mistake when they were transferring service. I dont know whether it was consumer, cellular or spectrum but in any case they said they would take care of everything that I did not owe any money and thank you for being a customer.On December 12 I received an email telling me I owe $56.00. I called them again mind you each time. I am spending 45 minutes on the phone with them trying to work out this simple problem. Today I was escalated to a supervisor who was nasty unhelpful and tried to insinuate I was not too bright. I know $56 isnt a lot of money but when you are retired every ***** counts. I do not want to pay this bill. I am not going to pay this bill and I would like them to waive this charge for my trouble, and for the fact that I Was a customer with them for 12 years and never had a problem before

  

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  BBB File No. 22677506
  ******** ********* (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 and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  When ******** Higginsons line of service ported out to her new service provider on 10/17/24, the account was left active in error. We sincerely apologize for the frustration this has caused and have waived her last two invoices. The cancelled account is now paid in full and Ms. ********* will receive one final invoice reflecting a zero-balance due.
  
  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: 12/17/2024

   
  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:12/05/2024

  Type:Customer Service 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 opened a consumer cellular account. However, I am having difficulty activating the service and using the service. After a multiple attempts to try to get the service works ending up failure. I informed them to terminate the service.However, I found out recently that they failed to do so. I contacted them again and this time they seemed to have been able to cancel my service but I was billed for a few months of service that I never used.I am not paying for this billing and for a service that I never used.

  

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  BBB File No. 22588501
  ***** ** (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 and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  ***** *** account was established on 10/01/24 and cancelled per the customers request on 12/04/24. Upon review of the account, we see that no valid usage reported. As a courtesy, we have waived all the charges and the account is now paid in full. The customer will receive one final invoice reflecting a zero-balance due. 
  
  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: 12/11/2024

   
  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:12/04/2024

  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 a phone plan for 3 lines and pay auto draft 2 phones (3rd in ? Pd off) and insurance on all. The 3rd phone replaced by insurance. Iris connect (first replacement) broke within 2 weeks. Received replacement December 3rd and broke within 24 hrs. Same exact phone same system both broke same issues all within 45 days. Phones were fsctory reset and all tech rundown. I had a 5g phone Iris is only a 4g. I simply asked for a comparable phone (to initial broke one) different brand (not Iris) so it works. I paid for a product and service. I pay for insurance. I have a sick kid who NEEDS phone when out of house. Why I pay. I simply want a comparable phone to original that will actually work as I pay for. Iris connect phones don't work. She hasn't had a trustworthy phone now for 45 days plus. That's NOT okay. Customers of 3 years never late on payment. Just want a working phone that I paid for. They told me if want different brand I have to pay for it. I'm not the one sending out broken phones. This is not a me.issue but a phone issue. Less than 24 hrs and second one broke. Screen goes black. Freezes. Type bar won't come up. Kicks off calls. Never know when going to happen. Last phone 1 phone replacemwnt last 45 days wwnt black for 4 days!!!!! I want a working device that I paid for. I could see.buying IF I lost, broke, dropped in pool, ran over with lawnmower, etc... but NOT the case. It just goes off. What am I paying for?

  

  Business Response

  Date: 12/05/2024

  December 05,2024
  
  BBB 22642013
  ****** ***** *****6890
   
  
  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 their warranty and replacement device. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone that is available in inventory.If ****** ***** would like to purchase a new device of their preference, they may place an order online or over the phone. Otherwise, they may file another warranty claim for their damaged device.
   
  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: 12/05/2024

   
  Complaint: 22642013
  
  I am rejecting this response because:
  You do NOT want to honor the warranty. 2 separate phones same brand and system both not working. It is NOT comparable to her initial phone which was 5g and had storage. You downgraded her. For around 45 days I have been paying for a service that is spotty and 50% of the time unusable. It's the phone not the person. We just want a working phone. It is what I did pay for and do monthly. It's a necessity for my kid not a want. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/04/2024

  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 been using Consumer Cellular since 2021. On July 11, 2024, I realized my ******** had to be ***laced. I went to the Consumer Cellular website, which normall has numerous phones in all price renges. But this time there were only 2 expensive phones, one my Galaxy A14 5G, which was $167, chraper than the other phone feature. I called Consumer Cellular for help and got no explanation as to why there were only 2 expensive phones featured. I have never paid this much for a phone because I'm a senior citizen on a limited income.I've had to get help from Consumer Cellular on the phone numrtoud yimrd, snf rsvh yimr my phonr hryd worse (losing all my contacts and picture, losing the use of my GPS), ntifications that I have several messages when I have none. Finally the *** at ****** was able to help a lot, but for some reason he didn't see a problem with a GPS that didn't talk. Directions were in tiny writing, which I told him is a recipe for an accident.I got help yesterday because I wasn't receiving calls because the phone turned off the sound with no warning. How am I supposed to know the sound was shut off and why people couldn't reach me? My phone also drops calls ***eatedly. The phone goes dark without warning or reason. This is totally frustrating.I keep requesting a ***lacement but am informed that happens only if I damage the phone. Asurion doesn't even recognize my phone number.I'm totally frustrated and need a phone that works, especially because of being elderly and alone.. I want a different phone.Please help or I will have to switch to Assurance Wireless and return this phone. Assurance phones are hard to hear with, by the way.I'm sorry I first entered my info in the wrong field. Please make the print larger.Thank you

  

  Business Response

  Date: 12/07/2024

   
  
  December 7, 2024
  
  BBB 22640993
  ******* ****** (#XXXXX0803)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ******* ****** has experienced with their Consumer Cellular service or device.
  
  ********************** has a 14 day return period for devices purchased by existing customers. During this time, the customer can return the equipment for a refund. Since the device was purchased on 7/11/24, it is not eligible for a credit or refund. 
  
  All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process and the customer will be sent a replacement device. ******* ****** has declined troubleshooting the device, and we cannot move forward with sending a replacement phone. 
  
  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 have offered the customer credit towards the purchase of a new device. At this time, they have declined our offer.
  
  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: 12/11/2024

   
  Complaint: 22640993
  
  I am rejecting this response because:

  Thank you for accepting my complaint.  ******** R is mis***resenting me by stating that I don't want to troubleshoot.  I have spent days and  H OURS with Consumer Cellular ***** whose "help" has caused me to lose my photos and ALL my contacts.  They can't fix the fact that I don't know how many texts I have.  The last time I got help, the print on my phone was so small I couldn't read it.  Thankfully I was able to fix that in settings.  I told ******** I don't want to troubleshoot ANYMORE, and that I have other things to do.  The *** at Target was unfriendly and somehow couldn't grasp that the *** they messed up can't work for me now and that reading fine print while driving is a recipe for an accident.  He finally managed to fix it.

  I was NEVER informed about the time frames for returns, neither can anyone tell me why there were only two expensive phones available that day, including the *** who helped me on the site.  Consumer Cellular usually has multiple phones at different price ranges.  I would NEVER have bought an expensive phone if more were available.  I liked my $60 Motorola.  

  ******** was unyielding and offered NO help, except to spend  even more money on another phone.  She also kept interrupting me, which is not only rude, but unprofessional.  I had to remind her several timese that I was still talking.  She or Consumer Cellular must not care what I have to say..  She or they must also not understand or appreciate "Senior C itizen" and "fixed income."

  There should be a provision for devices that don't work.  And customers should be informed of timeframes for return and somebody there should know why there were only two phones available on the day I applied.

  I used to recommend Consumer Cellular.  I will never again do this to my friends or anyone else.

  I am changing carriers.  Consumer Cellular has great service, but from this experience, I see they are unyielding and heartless.

  Thank you BBB for helping me through this nightmare.

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

• Initial Complaint

  Date:12/04/2024

  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 tried to log into my Consumer Cellular via my computer. The normal verification code option I normally use via email was temporarily disabled per a message in a dialog box. I attempted to have the security code sent to my Consumer Cellular phone via text message. The text never came through.I called Consumer Cellular and got the run around. I was told different things by different employees and I have no idea who to believe.The most recent employee told me Consumer Cellular is having problems sending security codes via text message. The other 3 employees I talked to prior to this said nothing of that. Also, one employee was able to successfully send a test text message. Yet, I was not receiving the security text message.I wanted to escalate this to get more information about when it would fixed and also to verify what I was being told was true in the first place. I was told there was no one I could talk to and I would have to write in. Consumer Cellular has horrible support and customer service. This is my last effort before I fire them and try another carrier.

  

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  BBB #********
  *** ******** (#*****1435)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience or misunderstanding regarding accessing their online account.  We have attempted to assist our customer with accessing their online account by phone.
  
  Consumer Cellular takes the security of our customers very seriously, and our online account access has been updated to include the receipt of a one-time passcode for added verification. At this time, for the security of our customers accounts, the option to receive a one-time passcode is only available by text message to an active phone on their account.  
  
  We understand our customer has not been able to receive the one-time passcode by text message and we have recommended checking the spam folder in the messaging app to confirm if any messages from Consumer Cellular were marked as spam.  To access the spam folder on their Android device, Mr. ******** can go to Apps ? Messages ? Menu (circle icon in the top-right corner. Profile Icon or ************* Profile Image) ? Spam & Blocked ? Menu (three dots in the top-right corner) ? Blocked numbers ? Check the list for a CCI Short Code number (beginning with 3888****) ? If there, tap the minus icon next to the number to unblock. Once this is done, we recommend clearing the cookies and cache on the web browser, closing all tabs and reopening a new browser tab, going to ****************************** and trying to access the online account once more, and requesting the one-time passcode to be sent to their phone again. They will also need to select Accept Cookies at the bottom of the page to ensure the website loads fully. 
  
  Also, Per the Wireless Customer Agreement (WCA) ...********************** is not liable for any indirect, special, punitive, incidental or consequential losses or damages you or any third party may suffer by use of, or inability to use, Services, Software, or Devices provided by or through Consumer Cellular, including loss of business or goodwill, revenue or profits, or claims of personal injuries. As a result, we are unable to reimburse our customer for time spent on this issue or any other incidental expenses.
  
  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: 12/16/2024

   
  Complaint: 22640084
  
  I am rejecting this response because:

  I am rejecting this response for two reasons.

  1.  The response from Consumer Cellular simply restated what I was already told and did not work at that time.  I think if Consumer Cellular is going to tout good customer service and it winds up getting ******************** complaints, they can do better than regurgitating the antagonizing customer treatment that lead to the complaint in the first place.

  2.  I tried again to log into my account and this time it worked.  I did nothing differently and this time the text message came through. 

  I feel as though Consumer Cellular must have done something to fix the problem behind the scenes or they were having some issue at the time I called that was not disclosed to me.  Either way, this is unacceptable. 

  An intellectually honest well run organization will be able to inform and assist customers in a way that does not lead to wasted time, wasted effort, antagonism, and bad feelings.  I believe if Consumer Cellular is serious about customer service they will do something more than issue a cookie cutter response to the BBB after wasting my time and antagonizing me.
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 06/02/2025

   For months now, Consumer Cellular has stated on their website that email passcodes for logging into the Consumer Cellular website are "temporarily unavailable". I've got news for Consumer Cellular, too much time has passed for this to be "temporary". To rub salt in the wound, I called today (5/23/2005) to try and find out when this is going to get fixed. Instead, I got the run around between several employees, two of which just hanging up on me when I attempted to escalate this. I really think Consumer Cellular should not only get a lawsuit over this, but also be embarrassed on social media. The obnoxious commercials that claim how great Consumer Cellular's customer service is is diametrically opposed to the evasive, abusive, and intellectually dishonest response of that department over this issue. People who manage the company need to respond to this. I think now that Consumer Cellular's behavior has reached a point where executives at Consumer Cellular need to not only respond to me directly as to why email passcodes continue to be unavailable after so long but also explain to me why their customer service people arrogantly feel they can treat customers any way they want with absolute impunity and no accountability. Before i call a lawyer, I thought I'd start with the BBB.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  BBB #********
  *** ******** (#*****1435)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any inconvenience or misunderstanding regarding accessing their online account.

  Our security protocols regarding account access have been heightened to match the rise of online fraud within the wireless industry. We now require the One-Time Passcode (***) to be sent via SMS to the customers cellphone. This is to protect our customers and to ensure that only authorized users can access their accounts. By removing the option to send the *** via email, we have seen a drastic reduction in SIM swaps and attempted fraudulent account takeovers. While the option to have the *** sent via email is unavailable, we are working toward options for our customers while still ensuring their information remains safe.

  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: 06/12/2025

   
  Complaint: 22640084
  
  I am rejecting this response because it is absurd. 

  For starters, Consumer Cellular's website says this situation is "temporary".  If what they said in their BBB response was true, then their website would not say this.  Furthermore, the claim of fraud is a bunch of ****.  Nearly all companies will allow either email and/or landline and/or alternative cell phone numbers for multi factor authentication.  If other companies can manage fraud allowing reasonable multi factor authentication then Consumer Cellular can too.  Thus I accuse Consumer Cellular of acting in bad faith with this response. 

  Lastly, Consumer Cellular's website has had this "temporary" condition for several months.  Several months is not temporary hence my additional complaint.  Between the intellectually dishonest and abhorrent behavior of their customer no-service people when asked about this situation and the now ridiculous response to the BBB for a "temporary" problem that is clearly not temporary, I think the BBB needs to get off it's proverbial a** and demand Consumer Cellular respond in a manner that is commensurate to the complaint.  

  The BBB needs to stop being a lazy shameless shill organization providing free fealty to corporations that want to do whatever the h*** they want without any accountability.  
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:12/03/2024

  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 was looking at a new cell phone and had clicked on easy payment as I had the last 2 phones I paid for as I am on Social Security and only get paid once a month. On the "Easy payment plan" I paid an additional $7 a month, which would make my bill $66.20 but, when I clicked continue all of a sudden, I had been charged the full price of the phone and now, I still had a bill that I couldn't pay and I can't pay rent. I contacted Consumer Cellular right away with in 3 minutes of the problem and told them of the problem and they told me that the phone had already been shipped, (In "3" minutes, I wish all shipping was that FAST} but, they were telling me that the order had been made at 1:30 my time. And that they couldn't cancel anything but, my phone service. Which, they did 20 minutes later. so, here I am, WITHOUT PHONE SERVICE, a new phone coming, I can't use anymore, and I have no way to call for help if I need it! And, when I asked to talk to a supervisor saying, "I can but, they are going to tell you the same thing! That you can't get anything done until you return the phone that has already been shipped." I work part time and don't get off until 2:00 PM CST. They said this was done at 1:30 I got home at 3:00 and was trying to pay bills online about 3:15 to 3:20. So, I have looked at upgrading before but, would never try and pay the whole thing at one time because I couldn't afford it. And I also tried to tell them; according to ********, the phone wasn't shipped yet and I needed to cancel it so I COULD pay my phone bill and Rent All pictures are included in this problem

  

  Business Response

  Date: 12/06/2024

  December 06,2024
  
  BBB 22635125
  *** ******** *****2607
   
  
  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 corresponded with *** ******** regarding their concerns about being charged for the full cost of their new phone. We understand how frustrating this would be since the customer intended to use the payment plan. Unfortunately, there was no way for us to cancel the order. However, we were able to set up an exchange and order *** the phone under the payment plan, which will come to $5 a month for 24 months. As long as *** returns the original phone order, he will be refunded $112.11 and continue to pay for the second device order on the installment plan.
  
  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: 12/13/2024

   
  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.
  

     It's not what I wanted but, all I could get so we will need 

  to close this case. So, I am only getting what I first wanted.

  I'm still out overdraft fees and unable to take care of myself 

  this month because of it. But, there not going to do anything 

  otherwise, all I can do is accept what they offer and go on.

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

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joind **** earlier this year and as perk for joining Consumer Celular was at a discount price. I called to set up service and I asked about the coverage. The reprenative told me that I have 4g and 5g coverage. He lied, we have no 5g coverage. The 4g coverage we recieve one bar and that is all. I called Consumar Cellurlar to resoulve this problem. The reprenative on the phone appologized and then proceeded to tell me to keep my wi-fi on our phones becouse of the lack of coverage. I told the represenative that Consumer Cellular lied to me about the 4g and 5g coversge. The represenative told me that there was nothing they could about the coverage. I asked for a refund back dating to the first and the last payment refunded. The represenative hung up on me.We have a cell phone tower a couple of blocks away?

  

  Business Response

  Date: 12/07/2024

  December 7, 2024
  
  BBB File No. 22633484
  ******* ************* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ******* ************* and apologized that they were provided incorrect information regarding the available coverage in their area. 
  
  The coverage in Mr. ************** area is 4G/LTE, with two towers within 10 miles of his address. Currently, one of the towers is degraded and our network carrier is working as quickly as possible to restore service to the tower. The outage began on 10/18/24 and the estimated restoral date is 12/10/24. As Mr. ************* has advised they only have one bar while at home, we recommend using Wi-Fi Calling until the service is restored. Wi-Fi calling uses a Wi-Fi network to allow customers to place and receive calls even when cellular coverage is not available. Wi-Fi calls are billed minutes the same as calls that are made over the cellular network; they do use plan minutes and will show up in the usage detail.
  
  As a courtesy to a valued customer, we have applied credits totaling $89.38, which was automatically applied to the invoice that generated on 12/06/24. The account now has a credit balance of $14.38.
  
  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: 12/08/2024

   
  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:12/03/2024

  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 changed cellular providers and closed my account. My bill with consumer cellular was paid in full. Several months later they started sending me demands for payment. they would not itemize the charges. My account number was *********.

  

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  BBB #********
  ****** ********** (#XXXXX9968)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the concerns surrounding Mr. *********** final billing with Consumer Cellular.
  
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider and do not have contracts; service is month to month and will remain active until we receive a request to cancel. When an account is closed, there is always a final bill for service through the cancellation date.
  
  Mr. *********** account was closed on 9/4/2024. At the time of the account closure, there was a balance of $29.98 for services received from 7/21/2024 to 8/20/2024. We generated a new invoice after the account was closed for $19.26 for services received from 8/21/2024 to the account closure date of 9/4/2024. While all charges are valid, as a courtesy, we have waived the final invoice and associated late fees to leave Mr. ********** with a final balance of $29.98. We will send a copy of the final invoice to the mailing address on file.
   
  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: 12/04/2024

   
  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 with one exception.  I would like a copy of the invoice also sent to me by email at the address you have for my account.  That address should be ***************************  After receiving the modified invoice I will pay the balance due.
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22594847
  
  I am rejecting this response because:

  Consumer cellular did not follow through with their agreement. They agreed to charge me the original $29. Instead they again added another $5. I did pay the $29 but now I would like them to refund that, stop all further charges, remove my account and erase all my information from their systems.
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/15/2024

  December 15, 2024
  
  BBB #********
  ****** ********** (#XXXXX9968)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Mr. *********** account concerns and apologize for any concern regarding the additional amount beyond the previously stated final balance.
  
  An additional $5.00 late fee was applied to Mr. *********** account on 12/8/2024 as the payment in full had not been processed when the invoice was generated. We have removed this late fee. Unfortunately, as the payment was for valid service charges, we cannot reverse the $29.98 payment.
  
  There will be no further charges as the account is closed and paid in full. Consumer Cellular is required to retain personal account information as long as reasonably necessary for business and legal purposes. Our retention practices reflect applicable legal tax and business purposes and law. For more information, we recommend Mr. ********** review our Privacy & Security policy on our website.
  
  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: 12/15/2024

   
  Complaint: 22594847
  
  I am rejecting this response because it does not account for the time and effort that these mistakes by consumer cellular have caused me.  The $5 was added a day after the last settlement.  That shows they were not acting in good faith.  As most people would have simply paid this small amount, they were taking advantage of the situation.  This does not take in to account all the previous effort on my part do to their refusal to send me an accounting of the charges.  I would like a full refund of the amount paid.
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/23/2024

  December 23, 2024
  
  BBB #********
  ****** ********** (#XXXXX9968)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any concerns that the added late fee after an invoice generation caused. 
  
  When there is a balance, an invoice will be generated monthly, even if the account is inactive. As the invoiced amount was past due, a late fee was charged. Had the late fee been paid, we would have refunded the $5.00 late fee to Mr. *********** As it was not paid, we have cleared the $5.00 late fee, so the balance is $0.00, and no further invoices will be generated. 
  
  We understand that this is not the answer Mr. ********** may be hoping for, but our stance has not changed. No further credit is due or will be provided as the $29.98 paid is associated with valid usage. 
  
  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: 12/24/2024

   
  Complaint: 22594847
  
  I am rejecting this response because: consumer cellular has failed to acknowledge the time and effort I have spent on this issue. This could easily have been solved if they had resolved the problem initially. Instead they hoped to capitalize on the late fees.  I am asking for a minimal compensation for the difficulty they have caused for me
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/02/2024

  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.

  My husband of 60 years passed away on November 14, 2024 due to complications from stage four pancreatic cancer. Prior to his death, he switched our cellular service to consumer cellular and did not put my name on the billing. We had two phones with this company and **** had our phone numbers for over 40 years. Consumer cellular refuses to assist me in porting my phone number over to a new carrier because I dont know my dead husbands pin number. Even with a death certificate and exact matching address and I have the phones in my hand that the number is assigned to they are refusing to assist me. I dont know where else to turn.

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
  
  BBB #********
  ***** ******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is sorry to have learned of the passing of **** ******. We wish to express our sympathy during this difficult time. We spoke with **** on behalf of ***** ******. We apologize for the difficulties in retrieving the phone numbers from the account.  For account security, no changes can be made without first speaking with the account holder or secondary user(s). 
  
  Due to this, when an account holder is deceased, we have a specific process for someone to take over the account. The person taking over the account must submit a copy of a state driver's license, state ** card, or passport. They must also submit a selfie of that person holding the ** and a copy of the account holder's death certificate. These documents will need to be sent to our billing department via fax at ************, by email at ***************************************** or by mail to Consumer Cellular ******************* **********************************************
  
  Once the billing department receives and verifies this information, we will contact the customer to process the change of financial responsibility. At that point, the customer will have full access to the account and can make changes as they see fit. If the customer still wishes to port the numbers to a new provider, they will need to request a number transfer PIN. After that, they must provide the PIN, account number, and billing address on file to the new provider to complete the transfer. Please note that the cellular numbers must remain active in order to be transferred to the new carrier. 
  
  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: 12/06/2024

   
  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:11/30/2024

  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.

  Subdivide Is Line

  

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  BBB 22622332
  Esme Esme
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Sadly, we were not able to contact Esme Esme at the number provided. We were able to speak with a companion of Esme Esmes who stated they would prefer to reach out to us instead. They have not reached out for assistance, or to provide more information in regard to their complaint.
  
  We are happy to assist Esme Esme with any of their concerns. For immediate assistance, they can reach out to our customer service at ************** or via live chat 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 ************
  ********************************************************************
  ******************************