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:11/18/2024

  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,
  
  ****** ********

• Initial Complaint

  Date:11/18/2024

  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 tried to log into my Consumer Cellular account online because my bank showed I was charged more than expected for my "landline" service that I signed up for in July, I believe. It required a code be sent but the only option was for texting. The email option states it's temporarily unavailable. My service is a LANDLINE!!! not a cell phone. It has a contraption that looks similar to a horizontal router with antennas. I called the number shown and they stated that the "higher **** have done away with email code verifications and that they could not send me one. Last week I also needed to access my elderly mother's account, who was in the hospital, because I handle her finances. I had the same problem trying to log in because text was the only option and she was in the *** at the time. I am LIVID! I had my actual landline since 1996 and our entire lives are deeply tied to that phone number. I was excited when I heard about their "landline" service that would allow me to use my existing, multiple handset, system. Now I'm screwed, apparently. I can't access my account and I can't see my bills. How's that for virtually holding your customers hostage! I can get my mother's account moved to a more user friendly provider but I'm screwed! Wow, leans a bit bait and and.....don't know what exactly, but this is NOT THE SERVICE I SIGNED UP WITH 4 MONTHS AGO!!!

  

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  BBB 22573610
  ******** ******** (#*****4519)
  
  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.  Our customer has spoken with our customer service for assistance with their online account login.
  
  ********************** 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 cellular phone on their account.  We understand ******** ******** does not have an active cellular phone with our service.  We are diligently working on a solution that will enable the ability to access the account online for our customers who do not have the option to receive an SMS message, but until then, our customers can call or chat with our representatives for assistance with their 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: 11/24/2024

   
  Complaint: 22573610
  
  I am rejecting this response because:  I still cannot access my account online!  I already told them that my next steps will be filing complaints with federal agencies if they do not resolve this very quickly.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 12/06/2024

  December 6, 2024
  
  BBB 22573610
  ******** ******** (#*****4519)
  
  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.
  
  ********************** 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. As mentioned previously, for the security of our customers accounts, the option to receive a one-time passcode is only available by text message to an active cellular phone on their account.  We understand ******** ******** does not have an active cellular phone with our service.  We are working on a solution that will enable the ability to access the account online for our customers who do not have the option to receive an SMS message, but we do not have an estimated date when an alternative option will be available.  Until that time, our customers can call or chat with our representatives for assistance with their account.  We understand this is not the outcome our customer is wanting, but our answer to their concerns has not changed.
  
  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: 12/07/2024

   
  Complaint: 22573610
  
  I am rejecting this response because:  I still do not have the problem resolved!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:11/18/2024

  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 am writing to file a formal complaint regarding unauthorized charges that have been debited from my account for over a year, despite the fact that I canceled my service with you long ago. I just discovered this when reviewing my bank statements, and I am deeply alarmed by this situation.Over a year ago, I contacted Consumer Cellular to disconnect my service, and I followed up with an email to confirm the cancellation. However, despite my efforts to end the service, I have continued to be charged for it. I reached out to your customer service team recently, and the representative confirmed that the account had not been used in over a year. Yet, they still insisted on charging me and are now refusing to issue a refund. I just got access to my old account which is listed above and they have been charging me for over a year or more I've been had cellphone service from ******* for over 3 years. Looking back I saw payment from the amounts, of $20 all the way to $62.**, This is ridiculous over a year. one email i got says my service was disconnected but yet you still charged me. I have found every email. I will calculate the total This is not only frustrating but also constitutes fraud. I have been paying for a service that I did not authorize or use, and I have made every effort to cancel the service as required. To continue charging me after my cancellation request is unacceptable, and I demand an immediate refund of all funds wrongfully taken from my account. Then they said they called me and of course you didn't' I don't have a number with them Please address this issue as a matter of urgency and let me know the steps you will take to rectify the situation. I expect a full refund for the charges, as well as confirmation that my account has been properly canceled and will not be charged again. I located every email and the amounts I at least want my money for a year. Sincerely,******* ******

  

  Business Response

  Date: 11/26/2024

  November 26, 2024
   
  BBB #********
  ******* ****** (#xxxxx5444)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review of the account, it was not accessed by verified call or chat between September 2022 and November 2024. It remained active and ready to use for the customer, ******* ******.
   
  Many of our customers use our service for emergencies or travel purposes. No usage on an account does not indicate that it must be canceled. Consumer Cellular accounts remained active until we receive a request to cancel by phone or in writing. We received the request to cancel as of 11/16/24. As the account included Autopay, we were authorized to continue taking monthly payments. It is part of the customers responsibility to review invoices sent and monitor their card activity for Autopayments.
   
  While the charges are valid for valid service, we are happy to step outside of policy as a one-time courtesy. We have waived the charges on the past six invoices, and nothing further will be due. A refund of $124.91 has been requested. Accounting will review the refund request, and the credit card will be credited when possible; otherwise, the customer can expect a refund check within 2-3 weeks.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ******* ****** again. 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 satisfactory to me. I have canceled that card, and I would prefer check by mail. My address is ************************************************************************;
  
  Sincerely,

  
  
  ******* ******

• Initial Complaint

  Date:11/18/2024

  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 been a customer of ********************** for approximately 10 years. I had been happy with the service provided, especially the discount for seniors.The reason for this complaint is that they wont let me access my phones account. I was attempting to make a payment online, and also to look for a new phone. I am usually quite up to date on my payments. However this time I was late as I have been in hospitals for the last 6 weeks. I am still in one of them. This is not stated to evoke sympathy but rather to make a *********** any case, when making attempts to pay my bill, I was informed in an unprofessional way that my account was blocked for 90 days due to fraudulent activity. I replied that I was making the transactions from the hospital and did not have my cards at hand. They apparently could not unblock my account, and this was told to me by *****, the supervisor. I asked ****, the representative I was speaking with, to escalate this call as he was increasingly becoming more terse in his manner. The supervisor, *****, sent me over an email with my statement attached. I could not reply to this because it had a do not reply feature. Their email stated that I still owed $128.98. My attempts at replying were to point out that I had paid this recently.Please note that I still owe them 4 installments of $42.00 in order to pay off the Apple I-Phone 14+.Finally, I dont like the way they charge to use extra data. Other cellular companies include data. Bein in the hospital meant that I do not have safe access to wi-fi.

  

  Business Response

  Date: 11/19/2024

  November 19,2024
  
  BBB 22569993
  ***** ******** *****0397
   
  
  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 spoke with ***** ******** regarding her concerns about her account access being blocked;we understand any frustrations caused by this. We advised the online account access had been blocked because of too many failed payment attempts. However, we found no suspicious activity and removed the online account access block from ****** online account. We confirmed that we received a paper check for $129, which paid the $128.98 balance. Additionally, we reviewed Karens remaining phone payment balance with her and sent a summary of the amount remaining due for her phone to her email on file with us.
   
  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: 11/19/2024

   
  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:11/17/2024

  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.

  I contacted this company to stop the service on Thursday of last week and I disconnected the service the service *** stated it was done never said I owe any money but they keep harassing me. That should have been resolved.

  

  Business Response

  Date: 11/20/2024

  BBB 22568816
  ******* ******* (#*****7708)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customers frustration surrounding their final balance. 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. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. The customers account was suspended for non-payment on 10/12/2024 and then canceled per request on 11/14/2024.
  
  We tried to reach the customer but could not get in touch with them. The service charges for the billing periods through 07/25/2024 - 08/24/2024 for $48.26, 08/25/2024 - 09/24/2024 for $38.23, and a final prorated billing period through 09/25/2024 - 10/24/2024 for $32.84 were left unpaid, which brought a total balance of $119.33 past-due. This resulted in the account being suspended for non-payment on 10/12/2024. After reviewing the customers account records,we note that they were retroactively provided with a promotion code that offered two months of service for free. The promotion requirements were not met, and as a result, the charges were not credited.
  
  Because the promotion requirements were not explained to the customer, we have chosen to step outside our policy and clear the total past-due amount of $119.33 as a courtesy. This brought the account balance to $0. The customer should not receive further communication regarding this balance; however, they are welcome to contact our customer service department at ************** or chat with us online at ********************************************** should they have any questions or would like to return to 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 ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:11/16/2024

  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.

  I had signed up for cellphone service on the week of now 3 . I had signed up for a plan to transfer my number phone. They sent me a SIM card and withdrew money from my account. I received an email from them they could not transfer my number. I cancelled the plan well after and spoke to an agent two weeks ago. They are telling me they will not refund me whereas it says they are the company on statements who took out my money. This is misleading and I would like explanation.

  

  Business Response

  Date: 11/19/2024

  November 19, 2024
   
  BBB #********
  ****** ***** (#xxxxx5825)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that our service did not work out for ****** *****. On 11/02/24, the customer signed up for service and paid $5.32 to have a free SIM Card shipped to their address. It was successfully delivered on 11/08/24.
   
  Additionally, on 11/08/24, we sent an alert email advising ****** ***** that their number had not yet been transferred. We asked that they contact us with the account number, transfer PIN, and billing address on file with their old service provider. This information is required for a successful transfer. Sadly, on 11/10/24, the customer contacted our phone support and requested to cancel the transfer and their account. They declined our help in getting the information needed for the transfer. Per their request, the account was canceled, and any plan charges were waived under our risk-free guarantee.
   
  The $5.32 was paid directly to the **************************** to deliver their order to their home. As the order was successfully delivered, and there was no error or mistake on the part of Consumer Cellular related to shipping the order, the shipping charges will not be refunded.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ****** ***** again and assist them with transferring their number. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
   

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22566614
  
  I am rejecting this response because: the fees deducted from my bank accounts say ********************** not postal office. I had offered to send the unused sim card back I got no response on that. Also in addition the agents were rude and hung up on me when asking for assistance and claiming they had not record.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/13/2024

  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.

  So I went online to get service with them back in June 3 weeks later I called and cancel service I was assured it would be canceled n I wont b changed will apparently my car was charged today for ****** and they will not refund me i have talked with the supervisor he was being smart making me upset telling me to call back at al better time when I never told him I wasnt a good time and he hung up without refunding me my money and I need my ****** from them he didnt show no signs that he cared about it at all after explaining to him I had the service 3 weeks and called in when I told him 3 weeks after the day I got the service he told me hes not understanding what Im saying Im really frustrated !

  

  Business Response

  Date: 11/14/2024

   
  
  November 14, 2024
  
  BBB 22550349
  ****** **** (#XXXXX1143)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any negative customer experience ****** **** may have experienced with Consumer Cellular customer service, and for any frustration caused by the billing on their account. 
  
  ********************** 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. 
  
  ****** **** joined Consumer Cellular on 6/25/24 by signing up for service through the public website. Per the customers preferences, the account was enrolled in automatic billing. Their first invoice was prorated, for usage from 6/25/24 through 7/23/24, for $54.60 and was due on 8/13/24. When the autopay system attempted to process the payment, the transaction was denied, and Consumer Cellular mailed the customer multiple notices to the address on the account to inform them of the past due balance. Additionally, numerous automated phone calls, text messages, and emails were sent in attempts to contact ****** **** about both the due balance and any potential service interruptions. 
  
  On 8/26/24 the customers second invoice was generated, for usage between 7/24/24 through 8/23/24 for $56.33, and was due on 9/13/24. Consumer Cellular continued to attempt to charge the card on file for the past due balance, but the transaction was repeatedly declined. Due to nonpayment, the account was suspended on 8/28/24 with a total balance due of $110.93. Additional communications were sent to the customer to inform them of potential late fees.
  
  On 9/26/24 a prorated invoice was generated for usage from 8/24/24 through the suspension date of 8/28/24 for $17.90, bringing the total balance due to $128.83. On 10/26/24 a standard late fee of $5.00 was added to the account, bringing the total due amount to $133.83. Consumer Cellular continued to attempt to charge the customers card on file for the past due amount, but the transaction was repeatedly declined. Communications were sent to inform the customer the past due balance would soon be transferred to a collection agency. On 10/30/24 a second $5 late fee was added, due 11/17/24. On 11/13/24, the autopay withdrawal of $133.83 was approved. 
  
  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 take these claims very seriously and reviewed the interactions mentioned. We found that the customer contacted ********************** on 11/13/24 and spoke to a supervisor, *******, to request a refund for the charge of $133.83. After reviewing the account, the supervisor advised that due to the amount of usage we would not be able to provide a refund. The customer informed ******* that they called customer service to cancel the account three weeks after opening it, but the account had not been cancelled as requested. ******* explained that there was activity throughout the entire time the account was open, and the charges were valid. ****** **** continued to explain they did not use the service and would dispute these charges. Per Consumer Cellular policy, when the conversation became escalated, ******* informed the customer that we do not accept the use of profanity. After multiple warnings the supervisor ended the call. 
  
  Thank you for allowing us to address these concerns.  We would appreciate the opportunity to work with the customer if any future complaints or questions arise. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22550349
  
  I am rejecting this response because:
  I called 3 weeks after service started to cancel service i need a refund because on consumer part they odviously didnt do their job and its not my fault or fair to me that I requested service to be cancelled and it wasnt now they wanted to charged me for something that was supposed to been canceled and he wasnt being professional if your money was took how would that make feel so I will no accept this I want my money back in my account! 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/12/2024

  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 continued to have on-going issues with my service. I have spoke to numerous representative ,tech support and supervisors,( ******** ,*********) and the issue remains unresolved. I was promised a call back by several supervisors and nothing yet. However , when I asked about a credit for the on-going issues ,I was issued *****. for the entire months of issue.

  

  Business Response

  Date: 11/13/2024

  November 13,2024
  
  BBB 22545475
  **** ***** *****5667
   
  
  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 spoke with **** ***** regarding their concerns about her voicemail not working properly and a request for credit for the trouble she has gone through to get her phone service working. We assisted **** with getting her voicemail working and waived her bill of $52.83 as a courtesy, which was due on November 26th.
   
  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:11/11/2024

  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.

  I cancelled my service (line ************) with consumer cellular on 10/12, and there's a negative balance on my account (because I overpaid), so I'm expecting a refund check. I called multiple times to get the check, and each time I was getting a different response. First time - this would go back to your card. Second time - you would receive the refund check on 11/08. Third time - you'd have to dispute with your credit card. However, my credit card wouldn't allow me to dispute a charge higher than what I paid. So, I'm demanding a refund check, plus a compensation for all the time I've spent on this matter.

  

  Business Response

  Date: 11/18/2024

  November 18, 2024
   
  BBB #********
  Chongxi Bao (#XXXXX1059)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ************ account was set up in January 2024 and canceled per their request on October 12th, 2024. During that time, the account had 11 invoices due for service. However, Consumer Cellular received 39 payments ranging from $4.00 to $20.00, using 10+ credit/debit cards.
   
  Due to the financial/payment history on the account and the multitude of cards used, the $277.32 cannot be refunded via card or check. ******* *** must contact their bank or card provider to dispute the needed transactions. At that time, we can work with the bank or card provider to come to a 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: 11/18/2024

   
  Complaint: 22540673
  
  I am rejecting this response because: the response is not acceptable. There's no rule/terms in your T&C that prohibits paying with multiple cards, or paying in various amount from $4 to $20. What I did is not in violation of your T&C. You should provide refund options that's not making my life harder. My bank isn't allowing me to dispute what I've paid for in each transaction, and disputing every single transaction is not an acceptable option for me. In that case, I'm demanding a refund check in the amount of $277.32. If your system is preventing you from issuing a refund check, that is YOUR PROBLEM to solve, not mine.
  
  Sincerely,
  
  Chongxi Bao

• Initial Complaint

  Date:11/10/2024

  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.

  This is the 3rd "Final Collection Notice" my father, ******* C. *****, has received. He is 83-years old and has cognitive issues. I spoke to a representative in October, giving them the Acct # ************* was told they could not find it. I called again today (11/10/24), after my father received this 3rd notice and I was informed that the acct # is under his name, but they could not tell me anything else because I did not have a service number. There is no service number on the notice and my father denies having a cell phone number. I feel Consumer Cellular is preying on the elderly and using predatory business practices. I am just thankful my father did not pay the money.

  

  Business Response

  Date: 11/11/2024

  
  
                 
  November 11, 2024
  
  BBB 22538063
  ******* ***** (*****2885)
   
  
  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, weve waived the account balance in full. The account is now fully canceled with a zero balance, and ******* will no longer receive any collection attempts.
   
  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 ************
  ********************************************************************
  ******************************