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:11/29/2024

  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.

  In late October of this year I closed my account with **********************. The smartphone I had purchased was defective and I had been falsely told by customer service that I could exchange it for a new phone at ****** at no charge for up to a year. The smartphone had cost nearly $100 and I had never been offered a refund following closure of my account. Technical support at Consumer Cellular had suggested that, to fix the problem (apps randomly closing as I was using them), I "uninstall and reinstall ****** Maps," which is not possible; the app can only be disabled. Since closing my account I have received a "past due" invoice for $79.31, which I do not believe is legitimate. I am asking this company for a full refund for the defective smartphone and to stop its harassment over the $79.31 amount.

  

  Business Response

  Date: 12/06/2024

  December 6, 2024
  
  BBB File No. 22617655
  ******* ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. Any physical damage to a phone voids the warranty, even if it only appears to be cosmetic. 
  
  Consumer Cellular has a relationship with ****** to sell our products and start new services for customers; however, they are a separate corporation from Consumer Cellular. When equipment is purchased from ******, the return of the phone is governed only by that stores return policy and any exchange or refund is provided at their discretion. Only equipment purchased through Consumer Cellular directly can be returned to Consumer Cellular.
  
  While we cannot accept the customers phone for return, if they believe it is defective, they can send it to our warehouse to be inspected and tested for functionality. If the device is in like-new condition and found to be defective, the device will be replaced at no cost to the customer.
  
  ********************** 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.
  
  Upon review of the account, I see that it was immediately cancelled when their phone number ported out to their new provider on 10/25/24. Prior to that, it appears the first time the customer contacted customer service for assistance with their smartphone was on 10/14/24. 
   
  The balance due on the account is $79.31; $56.56 for the service dates of 9/17/24 - 10/16/24, $17.75 for the final prorated service dates of 10/17/24 - 10/25/24 and $5.00 for a late fee. As valid usage reported through the cancellation date, the charges remain valid. Upon receipt of $74.31, we may waive the late fee.
  
  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

   
  Complaint: 22617655
  
  I am rejecting this response because:  I feel that, in addition to the waiving of the "late fee," which is unwarranted, this company should refund the cost of my phone.  Clearly they value profit over customer satisfaction, and I recommend to anyone who reads this complaint to avoid this company at all costs.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/25/2024

  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.

  Earlier this year I noticed that Consumer Cellular automatically raised my monthly rate by $10. It is technically part of the Agreement but it I was never notified of the increase and now I realize that they raised it again without notification for most of this year.They offer this as if its a service when it is actually to silently raise peoples rates without the customer knowing as most people are on an auto debit each month and most likely do not check their bill regularly.THE MOST DISGRACEFUL PART OF THIS IS THAT THEIR TARGET CUSTOMER BASE ARE OLDER/ELDERLY PEOPLE WHO ARE NOT GOING TO BE AWARE OF WHAT HAS HAPPENED EVEN IF IT IS EXPLAINED TO THEM!!!!!!

  

  Business Response

  Date: 11/30/2024

  November 30, 2024
  
  BBB File No. 22604533
  ***** ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have contracts, allowing our customers to change their plan to match their current usage needs. As well, we do offer automatic upgrades on our data plans. Should the customer exceed their plans limits, their plan would automatically be upgraded. 
  
  Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a data plan that was too small to cover their usage. If the customer never accrues overages, then we will not change their plan unless they request it. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. Customers can have the automatic upgrades turned off via their online account or by contacting customer service. 
  
  The customers plan was changed to 10GB through their online account in April 2023. As a courtesy, we have applied credits totaling $60.30 to rerate six invoices from 10GB for $20.00 plus tax to 5GB for $10.00 plus tax. The account now has a credit balance of $40.20, which will automatically be applied to their next invoice. 
   
  While we are happy to provide these credits this one time, it is the customer's responsibility to review their plans and usage to ensure that they are in the plan that best fits their needs.  
  
  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:11/25/2024

  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 opened an account with ********************** phone service which was a $20 plan and if you did email billing and auto pay they would discount $5 monthly which I did on the 2nd month. Ive called several times and one would say Im getting the discount because it was $25 service plan but another would say yes it is $20 for unlimited talk and text with 1 gb of data. I even referred several people which did the same. Ive checked and enclosed proof of their plan , what I should be paying besides easy pay for my phone proof of what Ive been paying and method of payment and Ive paid the extra $5 monthly from January 2024 through this month November 2024. I just want my overpayment and to be charged what they say they will charge. Im just tired of paying amounts to utilities that I dont really owe. I would appreciate your help. Thank you

  

  Business Response

  Date: 11/27/2024

  November 27, 2024
   
  BBB #********
  ****** ******* (#*********)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As of October 2021, our rate plans and pricing structure did change. This included adding a $5 maintenance fee to all accounts. However, as an incentive to go greener and select more efficient options, accounts on both Autopay and Email Invoicing have the fee waived. This fee is explained in Section 1.4 of our Terms & Conditions. It is not an extra discount towards our plan prices, but the waiving of a fee.
   
  ****** ******** account received the $5 maintenance fee on the first invoice due in January 2024. After the account was changed to Autopay with Email Invoicing, the maintenance fee was waived. As a one-time courtesy for the frustration caused by this issue, we have provided a $15 credit to the customers account. This credit will be applied directly to the invoice due in December 2024.
   
  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:11/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called 3 times trying to get a payment history report. I can't get it off the website, because I'm locked out of my grandpad account and ********************** is unable to fix the problem. Last time I called they promised a report in 3 days, but I never received it. I've now spent hours on the phone with them and no resolution. I need that report **** to receive reimbursement from another agency.

  

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  BBB 22597922
  ****** **** (#XXXXX6832)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration Ms. **** has experienced regarding obtaining payment history and logging in to the online account. 
  
  Unfortunately, we do not have a method of generating a payment history report. A basic payment history report is available on the online account, but due to security updates, a one-time password sent via text message to a device on the account is required to log in. Currently, users with ********* and other devices that do not receive text messages cannot log in. We are working toward a method allowing these users to log in to their online accounts. However, we do not have any information as to when this option may be available. 
  
  Every invoice displays a payment date and amount. Several invoice copies were sent to Ms. **** via e-mail. We recommend reviewing these invoices to see if the information on them is sufficient. The payment history report from our website is not a separate document; it is just a website page. The invoice copies may provide a better resolution.  
  
  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: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory, but I'm stuck with it as Consumer cellular has a known error they cannot fix. I'm unable to log into my account. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/23/2024

  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.

  After considerable research, and after being with a phone carrier for over 20 years, I decided to switch carriers to CC. I watched their commercials, advertisements, and was very impressed with the credentials from ****, ***** Power, etc. I'm a senior and thought they took care of the senior community, I noticed that their ads were targeted toward seniors. I called one of their ***** they confirmed that my phone was compatible and would work off of the towers they use. I did check on my own also, just wanted to make sure. I called back, gave the specs, numbers, where my phone and current carrier was from. Got everything set up, I was good to go. They informed me that it would cost only 5.14 for a sim card for shipping and handling, I had recently watched a video and read that the sim was free. I received their sim and decided to call a CC **** to make sure that I was doing everything correctly before I took the previous carriers sim out and inserted theirs. The *** told me that all you do is take yours out and insert ours, you will be good to go. Well, since I inserted their 5.14 sim in my COMPATIBLE phone on November 15, 2024, I can not make or receive phone calls. I have been on my phone with chat service and a borrowed phone for 9 days, countless hours, with no resolution. I have reset and configured my phone, with instructions from their techs, supervisors, managers, etc. I have received every excuse known to mankind to why my phone doesn't receive or make calls. They have, many times, told me that I need to purchase one of their phones, purchase another sim card, sim card jumped up to ***** now. I am currently without transportation, recovering from surgery, without any funds. They are unwilling to send me a new phone and sim for compensation, now the excuse is that my phones current antenna doesn't connect to their towers, only my previous carriers towers. I know that when I gave them my IMEI number, that would have told them all of the info about my curren

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
   
  BBB 2259778
  ***** ***** (#*********)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. In many cases, our customers can bring their own phones to our service. As long as the phone is unlocked, uses a SIM Card, and VoLTE capable, we are more than happy to give it a try. We find that our service works best with unlocked devices previously used with AT&T. However, while we can check the phones IMEI for VoLTE compatibility, and while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service.
   
  We do provide options for our customers if their own devices are not working correctly on our service. We offer phones starting as low as $59.00 plus tax for purchase. Additionally, if ***** ***** changes to Autopay on their account, they will qualify for our EasyPay Zero Interest Financing. ******* is an interest-free financing option available for eligible customers. A down payment plus the total taxes is required at the time of purchase, and payments are made monthly for 24 months or until the phone is paid off. Our phones can be purchased through the customers online account, by contacting our phone support at ************, or at participating Target stores.
   
  Lastly, we offer a Risk-Free Guarantee for all new accounts. If within the first 30 days and 500 MB of data use - whichever comes first, the customer can decide to cancel their service and their first invoice will be waived. They may also request a Secure Port Out PIN to port their number back to an old provider, or new. This allows our customers to test the service at their location or test their phone on our service risk-free. Due to these preset options for customers of whom their devices do not work properly on our network, we will not be providing a free device at this time.
   
  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

   
  Complaint: 22597780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *.

  Customer Answer

  Date: 12/18/2024

   

  I am responding back to you because I did not hear back from Consumer Cellular. I did reject their response but sent my rejection without an explanation, by mistake. I tried to go back so that I could type in my explanation, but it would not allow me to. I really didn't want this case to be closed. I really was taken advantage of by them, without service on my phone, for one month. I've done extensive research and read several complaints about them, after the fact that I trusted them and switched phone carriers. I would like the opportunity to tell the **************** about this so they can be aware of what they do. I had to go with another carrier, so I could make and receive phone calls, my LIFELINE. They tell you that your phone is compatible, after you switch over, and your phone isn't working on their network, then they tell you that it is not 100% guaranteed. Try to force you to purchase one of their phones. I was on their ***** plan, unlimited text/talk, with 5G's of data, I turned their data off and used my home WIFI. I cancelled my service on 12/12/24, my service started on 11/13/24, 30 day trial period. They told me I owed them close to *****, for data usage. All of my elderly Aunt's switch to CC, so I did also. After I told them that I couldn't make or receive calls, they told me that they had to go to Target and purchase one of CC phones. 

  
  

  Thank you, 

  ***** *****

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to be able to purchase the phones i tried to buy

  

  Business Response

  Date: 11/22/2024

  November 22,2024
  
  BBB 22591771
  ***** ****** *****4230
   
  
  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 ***** Stokess concerns regarding wanting to purchase a device. In order to purchase phones from Consumer Cellular, they must have an active service with us, and due to issues with their previously cancelled account we have been unable to offer them service. For additional information regarding the account,***** ****** may contact our billing department.  
  
  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:11/21/2024

  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.

  I have consumer cellular I have the unlimited plan I was told when I get to 50 mb they will slow my data I constantly fall below the 50mb ,I have many days to end of bill cycle and yet I'm slowed . I constantly have to call so on 11/18 I called to complain and I was told the customer service *** would boost my signal cut my phone off and on it was still slow but was working it was so slow before it would just buffer so on the 19th I call again and was told my data was off I have paid my bill never late no reason to cut my data off I asked the *** why is my data off however I was using my phone and had data I completed my passport aplicatin. On my phone so I'm very afraid not to know who's internet I was using also the *** said sometimes people data is off so she turned it back on I'm very fearful of iD thief .

  Customer Answer

  Date: 12/02/2024

  I noticed after sending this someone had changed my hotspot password I changed it back very confused why CC talk about their service as if it's the best it's not I want compensation for the day my data was cut off , I want the to stop slowing my data for no real reason. 

  

  Business Response

  Date: 12/13/2024

  December 13, 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. With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. Once a customer has used 50GB of high-speed data in a billing cycle, their data speed will be reduced for the remainder of the billing cycle. This information is available on our website and states "On unlimited data plans, access to high speed data may be reduced after 50GB of use, and you may experience slower speeds for the remainder of your billing cycle."
  
  We have spoken with ****** ****** and advised her data speed had only been reduced once, when they exceeded 50GB of data usage. Ms. ****** advised they have experienced slower data speeds numerous other times. We have ensured her line is provisioned properly and sent updates to her phone. As she has indicated this happens when away from her address, the slower data may be due to a signal issue. We have requested that she use her phone as normal, and if she experiences slower data, to note the location, date/time and number of bars when this occurs. This will help us to identify the issue and if necessary, escalate the issue to our network provider. 
  
  As a courtesy to our valued customer, we have applied credits totaling $36.70 and the new balance due on 12/25/24 is $17.81.
  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/20/2024

  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 bought a cell phone from Consumer Cellular, who assured me they had coverage in my area. When I received it, there was no signal at all and after spending half a day on the phone with their tech people, they were unable to "boost the signal" as they suggested they could. I told them I would send it back and they sent me a return label. I provide the tracking # below to show the phone was returned in September. It was never used.Not one call. Now Consumer Cellular has billed me 50 bucks for usage. I tried to resolve it with them, but they wouldn't remove the charges. My credit card company did so. They also charged me ***** dollars for return postage even tho their material says it's a risk free trial. They refused to refund this also. They bill themselves as being especially sensitive to seniors, but I think they choose to market to seniors because they are often easier to rip off. I consider them predatory, dishonest and unscrupulous.

  

  Business Response

  Date: 11/21/2024

  November 21, 2024
  
  
  BBB File No. 22584331
  ****** **** (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.
  
  ****** **** established service on 9/04/24 and purchased the Consumer Cellular IRIS Easy Flip phone on 9/09/24. On 9/12/24, a prepaid return shipping label was sent to the customer. Per the tracking information he provided, the return was received back at the warehouse on 10/01/24. On 10/03/24, after the phone was processed for return, a credit of $62.24 was issued to their credit card. As the device was returned using the prepaid return shipping label, the cost of the return shipping had been prepaid by Consumer Cellular.
  
  As no usage reported, we have waived all charges on the account. We have submitted a refund request for $50.77. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  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:11/20/2024

  Type:Delivery 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.

  Nov 7 2024. Asked to have phone service and buying a ******** phone and assurance protection at $4 a month. Money spent that day was $49.00 which was taken from my bank acct. In that same day.I could not get an answer where phone was and called several times was treated disrespectfully. I was told they couldn't do anything about it, that phone was in the US Postal hands. I I spoke with ******* this morn and she said she could not cancel order and it was up to me to send it back as now, miraculously on the way. I just want to be done with these people as they are not what they claim they are. sr ******** should not be treated this way.

  

  Business Response

  Date: 11/20/2024

  November 20, 2024
  
  BBB #********
  ******* ****** (#XXXXX5116) 
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the delays in the **************************** that caused Ms. ****** phone to be delivered later than expected. 
   
  Consumer Cellular and the **** do not have a unique or advanced partnership regarding the shipment and delivery of phones. When there are delays or issues with a shipment, we do not have the means to intervene on the customers behalf. Once a new phone leaves the care of Consumer Cellular, it is the responsibility of the **** to make the final delivery. Our estimated arrival time for standard shipping is three to five business days, which does not include weekends or holidays. Ms. ****** order was placed on 11/5/2024, was shipped on 11/6/2024, and was delivered on 11/12/2024 due to the Veterans Day holiday. We apologize for the shipping delays.
   
  We received Ms. ****** return on 11/16/2024. Returns are processed in three to five business days. We will provide a full refund once our warehouse has processed the return. We have also waived any charges associated with the 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: 12/11/2024

  Enclosed is returned phone. But they won't refund my money.  What else do I need to send you? *******

  Reviewed mssg but not received a refund as of this date.

  M ******

  

  Business Response

  Date: 12/15/2024

  December 15, 2024
  
  BBB #********
  ******* ****** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the time it took to refund Ms. *********************** 12/5/2024, the return was processed, and the card used for the transaction was refunded $36.14. On 12/8/2024, a separate refund of $12.00 was processed to cover the shipping costs. The total time it can take for us to process a refund is up to 17 business days, and we apologize if this was not communicated correctly. We recommend Ms. ****** check with the card issuer if these refunds have not been posted yet.
  
  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:11/18/2024

  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.

  Info <*****************************************************************>2:46PM (44 minutes ago)to me Hello, If you would like to file a complaint, please use our online complaint form located on our website at: ******************************************************* Once we receive the complaint, we can contact the company on your behalf and ask that they respond to the issues raised. Best, Customer Service ********************** *********** | ************ | ************** ************************************************************************ ************** ************************ Start With Trust From: ********************************** <**********************************>Sent: Saturday, November 16, 2024 10:16 AM To: ********************************* Subject: Message from ************************ I would like to file a complain concerning Consumer Cellular at P.O. ***********************************. I have been with the company for some 20 years now and have always had good service up until now. I bought one of their own phones--an Iris Easy Flip phone and all I wanted was to buy another spare battery for it so when I travel I would have an extra battery in case the original one failed as it is kind of hard trying to call for service when you are traveling and don't have another phone available. They told me when I called that they didn't sell batteries and had no idea where I could get a spare one. And yet they told me if I took out their service contract and had a battery fail I could file a request and they would get me a new battery. It just doesn't make much sense that they can't tell me where I can buy a replacement battery and yet provide me one if my battery fails. I called twice and got the same answer. I tried finding a battery on my own and when I got it even though it had the same numbers as my original battery the one I bought was too big for my phone. So I am not too happy at this point with Consumer Cellular and feel I am just getting the run-around.

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
   
  BBB #********
  ****** ******** (#XXXXX3098)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have spare batteries available for purchase for any devices that we sell. We do apologize for any inconvenience this causes ****** ********. We recommend checking with electronics stores or searching online; as the model number is available directly on the battery itself. Typically, the cost of the battery is equivalent to or more than the cost of a replacement phone.
   
  We do offer the Asurion protection plan for all new devices that we carry. The Asurion protection plan covers the device if dropped, water damaged, or has mechanical/electrical failures that may occur after the warranty period. It also includes $29.00 screen repairs, and free battery replacement for those that can no longer hold a charge. The plan is added to the customers monthly bill, and it is easy to cancel at any time. In the event their specific phone model is out of stock, a different device of comparable speed and value will be sent by ******* in its stead. Please note, all device claims are processed directly through Asurion.
   
  ****** ******** has until 12/11/14 to add Asurion to his device, as long as the phone is in like-new condition. To add the protection plan, our customer service can be reached 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22573890
  
  I am rejecting this response because:  I feel if Consumer Cellular can provide a battery with the phones they sell they can at least let the consumer know just where they can purchase another battery even though they don't sell batteries themselves.  At least they could provide a company that provides batteries for their new phones.  I have tried finding a battery online and the only one I could find had the same model number but when I received the battery it was too big for the Iris phone.  All I can tell is Consumer Cellular is trying to force a person to buy into their protection plan.  I am sure they know of the company that provides the batteries for their phones.  So I don't understand why they are so tight-lipped in giving out that information.
  
  Sincerely,
  
  ****** ********