Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,483 total complaints in the last 3 years.
- 464 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/10/2024
Type: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.
Kindly need assistance addressing cell phone usage.Currently using excessive mobile data. Need assistance troubleshooting. Look forward on your reply.
Business Response
Date: 11/15/2024
November 15,2024
BBB 22537812
***** ***********************
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 attempted to reach ****** ****** ** multiple times, but we were unable to speak with them. If ****** needs assistance understanding their phone usage, they get in touch with our customer service department 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: 11/15/2024
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:11/09/2024
Type: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.
Called this business to find out about switching over to them from ********* Got a *** named ********* on the phone who sounded like I just woke her up. I started to ask her some questions about their services and she knew nothing. Terrible customer service. She was rude and knew nothing. She didnt want to explain things to me or engage me in any kind of meaningful conversation. Finally I gave up.Business Response
Date: 11/11/2024
November 11, 2024
BBB #********
**** ****** (Prospective Customer)
Dear ********************,
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 also understand the importance of a first impression. We are sorry to hear Mr. ****** had a poor experience contacting us for the first time. We appreciate the shared feedback and constantly seek ways to better serve our customers. We have forwarded Mr. ******* concern to the appropriate department for further review and training.
We spoke with Mr. ****** regarding our plans and offerings. While he informed us he is currently under a contract for his devices, we hope he chooses Consumer Cellular after that contract expires.
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:11/08/2024
Type: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 close this account on October 6. I got an email. I have all the emails from them. They continue to charge me every time I call they say that this is the last. And the account is closed today. I got another bill for $7.02 and when I called, they said that this was the last bill I would receive it was for one day, but when I received the bill for $37 prior to that, they said that that was the last bill they falsified their prices instead of the 25 that was supposed to be it ended up being almost 50 or over I have called him repeatedly. I have talked to different representatives and cannot get anything done. This is a horrible company. They do not do as they advertise.Business Response
Date: 11/10/2024
November 10, 2024
BBB #********
******* ***** (#xxxxxx9611)
Dear BBB,
Thank you for contacting us regarding ******* ****** complaint and allowing us the opportunity to respond. The customers account was cancelled as requested on 10/04/24 when their number transfer request to another provider was confirmed. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The $38.30 paid on 10/25/24 was for service provided from 9/06 to 10/04, the date of cancellation. Due to the usage during the billing cycle, the charges are valid.
While Consumer Cellular confirmed the transfer request of ******* ****** number on 10/04, the port had yet to complete, and we continue to receive usage until 10/06. Because of this usage and additional time involved in the port out process, another final invoice was generated for $7.02. As a courtesy, we have waived the $7.02 that was due. The account now has a zero balance, and nothing further will be due going forward.
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 ************
********************************************************************
******************************Initial Complaint
Date:11/07/2024
Type: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.
Because Consumer Cellular was not able to add a second line to my account using the eSIM in an iPhone 14, and because Consumer Cellular was also unable to add a line to my Apple Watch, I dropped them in November of 2022 and switched to ****.Consumer Cellular did not offer call screening services like **** does. At that time, I was forced to use a third party app that screened out wanted calls. It also took Consumer Cellular over an hour to switch lines from my previous iPhone to the iPhone 14. Since then and despite several letters directing CC to stop sending me unwanted marketing mail styled "Come Back"; "***, you don't have to settle", etc., Consumer Cellular continues sending me unwanted junk mail every other month asking me to come back.Consumer Cellular did not provide the services that I need, and having spent over an hour switching to **** because Consumer Cellular's technicians were not up to speed on how switch a number, I will not return to Consumer Cellular. Because Consumer Cellular's envelopes lack a return address, it's not possible to refuse them and send them back via the *************** And by very cleverly choosing to not display a return address, Consumer Cellular is engaging in a sharp business practice that precludes recipients of its unwanted marketing mail from pursuing a Prohibitory Order against them with the ************** pursuant to ***** *. Post ****************** 397 U.S. 728 (1970), because the ************** insists it cannot issue a Prohibitory Order against a mailing sent in an envelope that does not have a return address.Consumer Cellular must immediately stop sending me mail. The numbers that appear above my address on CC's latest unwanted mailing are P013 64 11.Thank youBusiness Response
Date: 11/10/2024
November 10, 2024
BBB #********
*** ****** (#XXXXX6283)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and appreciate the feedback shared. We are sorry for any frustration caused by our marketing materials, and we will forward this to the appropriate department for review and consideration.
We have processed a Do Not Contact request for Mr. ****** account. It will take approximately two weeks to remove mailing information from our systems. Marketing mail could be received during this time. **** will sometimes send marketing letters that include information regarding Consumer Cellular. If Mr. ****** receives mail from ****, we recommend contacting them for removal from their mailing list.
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: 11/10/2024
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.
Thank you.Sincerely,
*** ******
Initial Complaint
Date:11/05/2024
Type: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.
Federal law states DEFECT - it is a Consumer cellular defect! They tried to tell me the phone doesnt come with a screen protector! MINE DID! They neglected to send the correct device!!!!I ordered a phone 10/2/2024 took about 3/4days to get here. Received it and activated it 10/7/2024 The ******** razr in orange -And when it arrived it had this little Dot on the screen protector (I have pictures with dates) While I was putting the case on I noticed it. I would like to send it back because the *** is actually like a stab wound and it bugs me.Order number #********Business Response
Date: 11/06/2024
November 6, 2024
BBB #********
****** ****** (#XXXXX1461)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the issues the customer experienced with their device. We spoke with the customer on 11/05/2024 and explained that the ******** Razr she ordered does come with a manufacturer installed screen protector that is non-removable. Consumer Cellular does not advertise this as it is part of the device itself and not an added accessory.
Because the customer received the device on 10/07/2024 and we did not receive notification of the damaged equipment until 11/05/2024, the damage cannot be validated to have occurred upon arrival. Due to this, her request to have the device replaced was denied. Please know that when a customer orders a device, it is imperative that they contact us immediately upon receipt for investigation into potential solutions for the issue.
The customer has opted into a protection plan that can be used to have the device replaced if it gets damaged. When we advised the customer of this option, she stated that she had been working with ********, who will be repairing the device for her.
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:11/04/2024
Type: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 Oct. 1, they took out $20.91 and I don&#**;t have the phone. I turned it in the same day and just didn&#**;t want it. I gave them my credit card number and they charged me for a phone I no longer own.Business Response
Date: 11/13/2024
November 13, 2024
BBB File No. 22510494
**** **** (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.
**** **** purchased the Wireless Home Phone Base during our Free Home Phone Base Promotion on 8/27/24. This promotion offered the device for free and the customer was only charged $6.89 for sales tax on the normal price of $89.00, plus a non-refundable shipping fee of $12.00, for a total of $18.89. On 9/05/24, the customer cancelled their service and a return was set up for the Wireless Home Phone Base. On 9/08/24, the final invoice generated in the amount of $42.53; $30.35 for the service dates of 8/01/24 8/31/24 and $12.18 for the final prorated service dates of 9/01/24 9/05/24. When we spoke with the customer on 9/09/24, we applied a courtesy credit of $10.00 to the account, leaving a balance due of $2.18.
On 9/20/24, the Wireless Home Phone Base was processed for return and a credit of $6.89 was issued to the credit card on file. As Consumer Cellular uses ***** all shipping charges are directly paid to **** to cover mailing costs and, as a result, they are nonrefundable. Our customers account was paid in full when payment of $2.18 was collected via ******* on 9/25/24.
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:11/04/2024
Type: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.
On 10/14/2024 my business with Consumer Cellular was concluded after multiple years, seemingly problem free. I transferred my lines to *******, and was told an email explaining my prorated amounts owed would be along. I received this email stating $28.44 would be my final bill, paid on 11/04/2024. On 11/04/2024 Consumer Cellular instead tried to take $70 from my bank account, which was NOT the owed amount. I contacted them via online chat and was told this was the prorated amount and that regardless of the email I showed them, twice, they would not be adjusting the amount. I was very clear that I would be contacting the ***, the BBB, and if need *** personal lawyer, to ensure this was properly handled as they were trying to take more than owed. More than they themselves plainly stated in an email that was owed. Only today did they send a NEW email stating I owed $70; it was not a bill nor itemized. Following the link for an explanation failed as I havent had an account with them for more than 3 weeks. This is very plainly a scam on their part. Especially since they were paid already on October 28th for the bill owed. The $28.33 is for 9/28-10/14. The bill prior was for $118 and paid in full on 10/28. $70 was not owed. Im NOT paying more than whats owed. I also insisted my card not be charged further by them for ANY amount, or I would contact the police. This is just BAD BUSINESS.Business Response
Date: 11/06/2024
November 6, 2024
BBB #********
******* ***** (#*********)
Dear BBB,
Thank you for contacting us regarding ******* ****** complaint and allowing us the opportunity to respond. The customers account was cancelled as requested on 10/14/24 and they are not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. They are only charged for the time the account was still active. The $70.50 past due on the account is for service provided from 9/28/24 to 10/14/24, the date of cancellation. During this cycle, the customer used 1047 minutes, 538 texts, and *****GB. Due to the usage, the charges are valid and remain due.
The email sent on 10/14/24 was the notice of a billing cycle change on the account, which was done to speed up the generation of the final invoice. It stated that the monthly plan charges would be prorated to $28.44. However, this amount does not include additional line fees or taxes/surcharges. With these included, the remaining balance is $70.50.
There are many options for making a payment. ******* ***** can pay by phone by calling our customer care at **************; or by sending in a money order or check. Please allow 7-10 business days for payments to be received and processed through the mail.
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: 11/06/2024
Complaint: 22512446
I am rejecting this response because:As you can see, I only had two phone numbers on the account as of 10/14/2024 since my other two were transferred immediately on 10/04/2024 to *******. Please note that Consumer Cellular has refrained from posting any bills stating that, as my emails from them prove, I paid a fixed monthly rate per line FOR UNLIMITED CALLS, TEXTS & DATA. As Ive included from my bank, a screenshot of the $118 paid on 10/27 for services rendered September into mid-October for all 4 lines. Two lines remaining wouldve left my bill at approximately $30 - which is where the prorated emailed amount of $28.44 came from weeks prior from Consumer Cellular. In fact, when the bill for $118 and change debited from my account on 10/27/2024,I contacted the company thinking it was in error as I thought my final bill was due then at $28.44. It was explained to me THEN, on 10/27/2024, that it was my prorated September - October bill I was paying and that the $28.44 would be my final November bill - I am certain they retained the conversation even if I lost service while texting with the *** through their online chat service. They can also supply records showing only two phone lines existed on my account in use as of 10/04/2024 and those are the two lines I finally transferred on 10/14/2024 to *******, thankfully. I do not owe $70 on two unlimited phone lines that were retained for only a couple weeks under unlimited service. Hence the inclusion of the emails Ive provided from this company, and my debited amount that already covered the billing cycle for the 4 lines in use as our final whole bill. If youll note, 4 unlimited use lines for a month of billing cost me $118.. half of that amount would be for a full month of billing on four line at $90. Therefore two lines could not possibly equate to $70 for one month of use under the same billing conditions, much less only having two lines under the same billing conditions for less than one month. This company attempting a clear over-charge and its simply bad business. I pay my bills, and had auto payments the duration of my account with them. I will pay the $28.44 owed, but I refuse to pay extra simply because theyre drumming up falsities to extract said monies from me. Evidently I am not the only customer who has gone through this either. No customer should be charged more than double what they are told, in writing, that their final bill will be.
Sincerely,
******* *****Initial Complaint
Date:11/04/2024
Type: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 started a phone service with Consumer Cellular. I was never able to call out on the phone. Upon contacting them, I was informed that the service had not been fully activated, even though I was still being charged. After several attempts at promises to fix issues, it was never fixed. I then asked for services to be discontinued, but was still being charged.Business Response
Date: 11/13/2024
November 13, 2024
BBB 22484444
******** ***** (#XXXXX8477)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to contact ******** ***** regarding their concerns but were unable to speak with them.
We are sorry to hear of the service issues ******** ***** experienced with their Consumer Cellular service. The customer joined ********************** on 8/20/24 and their first invoice for services from 8/20/24 through 9/15/24 processed on 10/5/24 for $24.93. The account was successfully cancelled on 10/8/24, which resulted in a final invoice for services from 9/16/24 through the cancellation date. The final invoice of $23.04 was not paid.
Upon review of the account, the customer previously contacted ********************** regarding the charges on the account. On 11/1/24, ******** ***** spoke with our representative, Summer, who assisted with their billing concerns. Due to the service issues the customer experienced, we reversed all charges on the account. Summer explained to the customer that a refund check for $24.93 would be mailed, advising this process can take up to three weeks. Consumer Cellular mailed ******** ****** refund check on 11/8/24.
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:11/04/2024
Type: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 July 7th, I went to the ******* branch located at **************************************** to transfer my phone service, I previously contacted Consumer Cellular requesting the transfer pin to take my line ***********5 from Consumer Cellular Inc. to *******. Consumer Cellular gave me the transfer pin. The ******* representative offered me 4 (fraudulent marketing idea selling 4 for the price of 2), lines for the $120 and I accepted. One of those 4 lines was the *********** in question, so the transfer process began immediately. Viciously in my opinion the transfer took a week. After that, I started making phone calls with *******'s network. 2 months later, in August I stopped using the *********** and only used the ********** but I continued to pay it to ******* as part of the 4 lines that I had, surprisingly one day the number disappeared from my account, and when I called ******* the explanation was that it was lost because Consumer Cellular never wanted to port the number in the words of a ******* representative. Angry I called Consumer Cellular to claim and I found that according to them I owed them money because the line was never canceled, (Consumer Cellular knew about the transfer process, but that didn't mean I wanted to cancel?) in short, I paid ******* from July to September the number *********** and Consumer Cellular wants me to pay you for the same number on the same dates. I have the invoices showing that I paid for the ********** service from July to September and the final Consumer Cellular invoice for the same number on the same dates. I understand that if I request a transfer PIN to a phone company and the process is initiated by the new company (*******), the original company (consumer cellular) must cancel the number to allow the customer to use the new service, it is fraudulent to see that a number is never used and keep it on file to collect money. I explained to CC but they didn't understand and sent me to collection.Business Response
Date: 11/09/2024
November 9, 2024
BBB/22508784
****** ******* ****** (#*****8971)
Choose a greeting
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ****** ******* ****** over the phone today regarding the number transfer and billing issues. We apologize for any frustration these issues may have caused.
In order to initiate a number transfer, the customer must first contact their new provider. In this case, the new provider was *******. They will send a request to verify. If the new provider submits incorrect information, the request will be denied, and they will need to update the information and resubmit it to us. Alternatively, if the information is correct, the transfer will be confirmed, and the line will automatically be canceled once the transfer is complete.
In reviewing the number transfer request, we see that ******* submitted it to us five times between 7/7 and 7/8. Each time, we responded to them that the information provided needed to be corrected, and they would need to request the correct information from the customer and send the request again. Unfortunately, ******* never corrected this and did not complete the number transfer, leaving the line active on the Consumer Cellular account.
****** contacted us on 8/19/24 and canceled the account, which had a final balance at that time. Upon further review of the account and usage, we saw that the lines had no usage after 7/13/24 and were able to waive the remaining balance on the account. The account was not sent to collections; there is a $0 balance.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Customer Answer
Date: 11/10/2024
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'm deeply grateful with BBB for the help to resolve and cancel the debt with a final balance of 0 dollars remaining.
Thanks so much.
Sincerely,
****** ******* ******Initial Complaint
Date:11/04/2024
Type: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 requested international roaming from Consumer Cellular for the dates between Sept. 12th and Sept. 27th so I could use my cell phone in **************...once I arrived in ************** I could not call with my phone -- the international roaming DID NOT WORK...I then used a local phone to make my calls...when I returned home my billing statement said I owed one thousand one hundred ninety six dollars in international roaming charges plus four hundred twenty nine dollars in government fees and taxes...I called Consumer Cellular and told them I did not make any calls on international roaming because it didn't work and that the charges were an error and should be taken off my billing statement...the agent refused to hear my complaint and said the charges would remain on my bill...Business Response
Date: 11/15/2024
November 15, 2024
BBB File No. 22505121
*** ******* (Account No. **********
To Whom It May Concern,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the billing of international roaming. Customers can use their ********************** service when traveling outside ******** using international roaming. Consumer Cellular utilizes multiple network providers for international roaming and the network provider the customers specific ********************** service uses, determines international roaming availability.
The rates, overall availability, and features while roaming internationally vary depending on the country and are subject to change. International roaming rates vary and can range from $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message sent or received, and $0.10 - $0.40 per MB of data usage. Customers can review the rates for the specific countries they will be visiting on our website at ***********************************************************************.
Upon review of *** ******** account, it does appear that they were billed for international roaming while traveling in *****. We do apologize for the error. Currently our website reflects the international roaming rates for Samoa are $0.17 per minute, text message and MB of data. We have reviewed the call when our customer requested to have international roaming enabled and they were quoted $0.12 per minute, text and MB of data. As a result, we are honoring the $0.12/per minute rate quoted and have applied credits to the account totaling $1,556.46. The balance due on the account is now $94.35; $66.34 for the service dates of 9/15/24 10/14/24 and $28.01 for the final prorated service dates of 10/15/24 11/07/24. As a considerable number of international roaming minutes were reported, we are unable to waive the remaining international roaming charges.
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 ************
********************************************************************
******************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.