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:11/03/2024

  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.

  Apprx 1 year ago I continued to experience problems with my calls failing every time I would leave wifi and go to into data which required constant re-starts. Trouble shooting including a new sim card, I was told if that didn't work then it was my phone that was the problem. I got a new phone, the problem has continued, never resolved. I just traveled abroad and ** does not offer international plans so i had to use *****. Since returning my data has had major issues. I have struggled to get a connection when on data and live/work in downtown *******. On 10/31/24 I exceed my use and increased my data plan from 5 to 10. I performed numerous restarts and re-sets, new eSIMs and spoke to several agents. however their system kept reverting my data to "off". Then another *** told me speed was automatically "reduced". I was told a *** would call me back and they did not x2. 11/1 I continued to call and they said they placed a ticket bc it appeared to be a glitch. 11/2 I called & was told there was no ticket. I was given misinformation that I had gone over my plan which was no longer the case. I was told later on 11/2 that there was an "outage" and they could not assess glitch until it resolved on 11/3 at 11:47. I called on on 11/3 after this time, they had no updates, said I needed to wait 24 for more updates. I called ***** there were no outages and even if so they would not affect this glitch. I spoke to supervisor **** who ***eatedly told me my feelings of not feeling like a valued customer were invalid after I expressed dissatisfaction with customer service and non delivery of service for days. I asked for copies of my *** and **** said there were no contracts and refused to send (sent easy pay link, but that retail installmt agreement was also missing). Later, someone via chat told me they trialed resetting my settings, were sure it would resolve the problem.Misleading advertising, Unfulfilled promises, non delivery of goods, Poor customer service,refund refused

  

  Business Response

  Date: 11/05/2024

  November 05,2024
  
  BBB 22507999
  ******** ********* *****5151
   
  
  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 ******** Barkoviaks frustrations about their experience not having a reliable connection while they were active with us. We have reviewed ********* account for any applicable credits; however, the usage during the time the service was active is valid; therefore, there are no applicable credits we can apply to the canceled account. Kimberlys account balance is $0 and no further invoices will be generated.
   
  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: 11/05/2024

   
  Complaint: 22507999
  
  I am rejecting this response because: I was told I would be credited all the days my data was off starting on 10/31/24. I spent hours on the phone with you all and Apple and could not leave my house because I could not access the maps, ubers, train schedules etc.  I do not know what they are talking about that the service is valid. That doesn't even make sense as my data was off for 5 days and they had no plan to correct until tomorrow 11/6/24 (7 days total).  The representative allowed me to cancel my plan and refused to prorate my bill as I was previously promised.
  They did not follow their WCA (agreement) either which states if you have the highest data plan and go over, that they will turn off or slow down your data. I did not have the highest data plan, I had the lowest plan. When there is a lawsuit I will be interested in joining as there are thousands of complaints against this company, even a ******** group dedicated to exposing their practices. 

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

• Initial Complaint

  Date:11/02/2024

  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.

  My 82 year old mother purchased cell phone service from Consumer Cellular. She does not use this phone and never has. We called together to cancel the service. The customer service person told us she could not find my mother's account information but that her name was there. I told her the dates and amounts of the charges that I am able to see in her checking account from her debit card. That did not change the customer service person's response. She said we could remove all information but if there were charges, we would not be able to stop them because there would be no record of an account. She said the charges would stop. They have not stopped and now there are two charges in one month.

  

  Business Response

  Date: 11/16/2024

  November 16, 2024
  
  BBB 22504241
  ***** *****
   
  
  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 charges from Consumer Cellular posted on their bank statement. ***** provided their bank statements so we may research and find the cause of the charges. Our Billing team is reviewing the statements you had provided to determine where the payment went.If they are not able to find anything, they should reach out for further information.
  
  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:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to log into my Consumer Cellular account online due to company making their own website log in procedure using account phone number and password inoperative .. the only way I can log into my account anymore is by receiving a text message from CC sent to my flip top (no internet) phone, but I do not "do" text .. so CC is forcing me to call them manually on the phone every month just to pay my bill .. I cannot access my account online to view my usage, change my plan, buy a phone from them, or do any of the multiple account options I have been able to do online for over ten years .. CC's IT department is apparently so weak and worthless that they cannot figure out how to bullet proof their own website against hacking, despite the fact that my mortgage holder, electrical company, fuel oil company, insurance company, credit card companies, and all the other ************************************************************************************************************************************************* using their account user name and password .. ********************** has locked me out of this process of being able to access my account online despite the fact that I am still paying them my monthly phone bill for my flip top phones ..

  

  Business Response

  Date: 10/30/2024

  October 30, 2024
  
  
  BBB 22488519
  ***** ******* (#*****5271)
  
  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 phone on their account.  We understand ***** ******* does not typically use the text messaging feature with our service, however, messages from Consumer Cellular can be received on their phone. All messages and calls to or from Consumer Cellular are complimentary.
  
  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: 10/31/2024

   
  Complaint: 22488519
  
  I am rejecting this response because: Every one of the other 20 some odd companies with whom I do business monthly (electricity, fuel oil, gasoline, groceries, insurance, government, etc) make their websites available for log in using a user name and password .. while additional usage of a provided multiple digit security code to be received and then input as a security measure has become much more standard these days, the ability to receive that security code is typically accommodated using text message, email, or telephone call for transfer of the required code to the customer .. ********************** artfully refuses to admit that their own IT department is so weak and worthless that Consumer Cellular cannot figure out how to make their own website accessible using standards of the online industry using user names and passwords or in the mundane art of providing security codes to the customer .. instead of FIXING THE PROBLEM and updating their system to provide additional means of security code transmittal, Consumer Cellular engages in a ***** mouthed pseudo explanation that does not address the core issue involving their own IT ineptitude .. by relying solely on text messaging for security code transmittal that some of their customers do not use and refusing to provide security codes via email or telephone providing of security codes, Consumer Cellular has become both distinctly customer unfriendly and a victim of their own stupidity .. I repeat that I am unable to sign into my account online and ********************** refuses to do anything substantive about the issue, despite the fact that they are talking my $$ money every month .. Consumer Cellular customers deserve better and the company needs to have its BBB bureau rating downgraded accordingly.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/29/2024

  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.

  Hello, when I sign up the bill was supposed to be ***** a month , then they raided it to ***** now that I canceled they are saying it is ***** . can you please help me with this ( This was there response Looking at the invoices it shows that due to data usage, the data plan was upgraded during the first month from what you originally had to the 10GB plan.(06:30:39)******** *.That would account for the difference in cost from what you were originally having to pay to what the bill ended up being. Do you remember the plan you signed up for originally? How much data was part of that plan?(06:31:14)***** ****** I did not ask for any upgrades when I signed up it was supposed to ***** a month for 2 lines plus tax (06:34:21)******** *.The upgrade would have been automatic when you went over the data limit. The plan you are talking about is the 5GB data plan. The first month the account was active you used over 5GB, so you were upgraded to the 10GB plan. You canceled the account shortly after that invoice came out and the other charges were for the prorated period of time on the account, from the 22nd until the 25th )

  

  Business Response

  Date: 11/04/2024

  
  
                 
  November 04, 2024
  
  BBB 22488249
  ***** ****** (107257961)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher than expected usage, or in the case that you signed up for a plan that was too small to cover your usage. 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 decided to step outside of policy and have waived the $84.85 balance. The account is now closed in full with a zero balance.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/05/2024

   
  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,
  
  Norma 

  Thank you 

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07-04-2024, I purchased a iphone SE (on a two year contract) plus I purchased accessories for the iphone SE. The receipt total $96.63 . I was informed I could cancel my service and return the phone with NO Charge (also per their advertising). I returned the phone to the Consumer Cellular store on 08-23-2024. The Store manager (***) took possession of the iphone SE and gave me a refund for $42.38 (only for the accessories). He informed me that Consumer Cellular **************** would refund the taxes and the easypay down payment). I called multi times regarding my $54.25. They informed me that I would be getting the remaining amount owed to me ($54.25). The last conversation I had with CC corporate office, still inquiring on my refund, on 10-14-2024 I was told I would not be getting a refund for my taxes or the easypay down payment of $54.25. No one at Consumer Cellular would tell me why they would not refund me the taxes or the easypay down payment I paid on 07-04-2024.

  

  Business Response

  Date: 11/08/2024

  November 8, 2024
  
  
  BBB #******** 
  ***** ******* (#*****1195)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the return credits on their account.
  
  We are currently working with our customer regarding the refund for the returned Apple iPhone SE 3rd Gen purchased and returned to our retail store in ******  ************** requested, we have approved the additional credit of $54.25 and are awaiting a response from our customer confirming their mailing address to process the refund and have a checked mailed to them.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/09/2024

   
  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:10/28/2024

  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 am unable to access my account online because Consumer Cellular does not send the security code via text they require. I was told by Consumer Cellular that other customers have had the issue as well. I've called multiple times and attempted to access my account at least a dozen times. I've also tried to have an email sent with the access code however, it only tells me that they will send a text which THEY DO NOT. I've also tried to reset up password which does not resolve the issue because a text code is still needed. I spoke with 2 **********s, ***** on 10/23/24 and Destiny on 10/24/24 (Employee number ********) and NEITHER call me back as promised and neither will provide me with their contact information (cell or email address) in order to reach out to them directly. I've spend nearly an hour on the phone with each **********. I am unable to access my bill or make changes to my account. Both **********s indicate that the problem is on Consumer Cellular's side. I AM able to receive all OTHER texts from other parties including a test text from Consumer Cellular that does not provide the security code. These 2 **********s have had me attempt to resolve the problem not limited to attempting to login via computer with ****** Crome, login in by cell phone and iPad, clear cashe. Check blocked numbers multiple times, restart and reset phone to no avail, check multiple other phone settings and more. Each time I call Consumer Cellular I must repeat my issue, the first ********** (Destiny) did not document the issue. I am frustrated and need help.

  

  Business Response

  Date: 11/04/2024

  November 04,2024
  
  BBB 22478703
  ***** **** *****2481
   
  
  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 his concerns about not being able to receive the text message code to log into his online account. After a day of troubleshooting,***** corresponded with us to let us know he is now able to receive the code.
   
  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: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Perhaps next time their leadership will return phone calls as promised so consumers dont need to go to the BBB, which has been extremely helpful in this case. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer cellular is fraudulently advertising a bad service every month that I use their service I was charged more than I was supposed to be charged and would like to get my money back from them and have them quit advertising those false claims

  

  Business Response

  Date: 10/27/2024

  October 27, 2024
  
  BBB #********
  ****** ****** (#XXXXX4845)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were not able to speak with the customer as he requested no further contact from Consumer Cellular. After reviewing the customers account, we found that he was automatically upgraded on 2 of his monthly invoices due to data usage, which appears to be what his complaint is referring to. 
  
  When a customer exceeds the plan they have chosen, rather than charge large overage fees, Consumer Cellular moves them to the next available plan to meet the phone usage. We notify our customers when they are nearing plan limits and when the plan is 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: 11/26/2024

   Thank you for your assistance, but the issue was not resolved. These people keep overcharging people for services and they dont want to refund the money or whatever and push the issue to say Im gonna end up having to pay them interest on something that I was overcharged for three times , yeah very bogus business that that guy runs and if I ever get to ******* or wherever the main office is, I will be following in the city to get some for that Thank you for your assistance.

  Filing a lawsuit 

  
  

• Initial Complaint

  Date:10/25/2024

  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.

  On 6/26/2024, I bought a Consumer Cellular cell phone from ****** store. I bought it as a prepaid phone, paid $118.64, and was told that one month is included. My intention was to test the phone and carrier, and if happy, switch my current carrier and number. However, after few weeks, I was sent a bill for the first month. I called Consumer Cellular and discussed the situation, but they were not very helpful. I asked them to terminate the account and drop the the charges since I have paid for it in store. But not only they didn't waive charges, they didn't even close the account, and next month, I was sent another bill with additional monthly charges and fees. I called them again and after spending hours on phone, they closed the account, but charges are still not waived. They seem to be worried about one-time payment of a few dollars instead of gaining a long term customer. So, I'm asking ********************** to drop charges which are result of their mistakes, and return the phone or unlock it so I can use it with another carrier. Thank you.

  

  Business Response

  Date: 10/25/2024

  October 25,2024
  
  BBB 22471810
  ******* ****** *****2429
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We understand ******* ******* concerns about being charged for service after they had wanted to cancel the account. ********************** is a postpaid service;we charge for the service after it is used. For new customers, we offer a Risk-Free-Guarantee, which means the first month will be free if the customer decides to cancel as long as it is under 30 days since the account was created,or 500MB of data use; this is described in our terms and conditions. However,******* had used over 12GB of data, which voided the Risk-Free-Guarantee,leaving a bill of $48.74 due on August 18th for the billing period 06/24/2024 -07/23/202. Although ******** final balance is $156.70, we waived $62.19,leaving the remaining amount due of $48.74.
  
  Regarding the purchase of ******* ******* retail device, he would need to return it to the store he purchased it from under the stores return policy. Once ******* pays the final account balance of $48.74, he will not receive any further invoices from Consumer Cellular. The final payment may be made by check, 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: 10/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and that this resolution is accepted by me because, although not satisfactory, I have no more time to waste with this business.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/24/2024

  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.

  Consumer Cellular has been my cellular provider for the past four years. When I signed up, I set up autopay for a monthly payment of somewhere between $40 and $50. I was led to believe that this was a prepaid account. I agreed to a monthly charge, but I did not agree to any obligation to pay it. As time went on, the amount automatically withdrawn was gradually increased, without ever having given my consent for them to take a different amount. Around 2022, I replaced a phone and agreed to an auto-payment of $60. That is now closer to $70 (it varies). I believe it had snuck up to around $80/month before the new phone. In any case, the auto-payments were more than I agreed to for most of the time I was with Consumer Cellular. I recently decided to switch to a different cellular provider because I can't afford their service currently. Consumer Cellular refused to unlock my phone that I had already bought outright because they claim I owe them $140. So I chose a plan that comes with a new phone. Somehow that's still more affordable than Consumer Cellular. Now that I have the new phone and a plan (that stipulates I need to bring my old phone number), I'm finding out that I need a transfer [pin to transfer my phone number over. So now Consumer Cellular is holding that hostage, demanding I pay the same $140. Consumer Cellular advertised itself to me as a pre-paid phone service. How can I owe them any money? They say they're a, "post-pay," service and have never marketed themselves as prepaid. OK, even if that's the case, I haven't signed a service contract with them. So, again, how can I possibly owe them money? Finally, even if I did have a contract with them, which I don't, why are we not accounting for the several hundred dollars that were withdrawn over the past four years that exceeded the amount I agreed to let them withdraw automatically? How about the cost of the $300 phone that I own, that they have effectively said I can't use unless I do what they want?

  

  Business Response

  Date: 10/29/2024

   
  
  October 29, 2024
  
  BBB 22470346
  ******* ********** (#XXXXX7059)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have reached out to ******* ********** to discuss their concerns.
  
  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. When an account is closed, there is always a final bill for service through the cancellation date.
  
  As we have no contracts our customers can change their plan as often as they would like through the last day of the billing cycle. This means the customer can move their plan up and down to meet their needs up until the last day of use. After the service is used, the invoice is generated. Additionally, if you exceed the plan you have chosen, rather than charge large overage fees, Consumer Cellular moves you to the next available plan to meet the phone usage. We notify our customers when they are nearing plan limits and when the plan is changed. 
  
  Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. After reviewing the customer's account records, we can verify that their number has been successfully transferred out and the account has been canceled as of 10/25/24. 
  
  ******* ********** has a final due balance of $83.99. This includes a previous unpaid balance of $67.57 for usage between 9/21/24 to 10/20/24, due 11/10/24. Additionally, the final prorated invoice of $16.42 for usage between 10/21/24 through the cancellation date is due 11/15/2024.
   
  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 ************
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  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22470346
  
  I am rejecting this response because:

  The fact that they say that it is their policy to adjust plans does not make it acceptable that if you give them access to your account they debit more than you have authorized. I wouldn't be impressed with that answer all other things being equal. But the fact that I had no **************** as a rule rather than the exception makes this response that much more absurd. 

  I did get my number ported out to another provider. AFTER spending a week and a half without phone or text service because they held my $300 phone of bought outright hostage (good-bye $300), and then held my phone number hostage until I paid the balance due. I didn't do that because I was satisfied with that resolution. I did that because I was experiencing a financial hardship and unable to communicate about a ***** (that I missed out on), receive call-backs from prospective employers, to log in to my student portal to communicate with faculty and submit college coursework as it was due. My employer tried to contact me at least one time over that week-and-a-half and I'm lucky I didn't lose my job over it. I explained to multiple representatives that I can't afford to pay to get my phone unlocked or my phone number ported. The 3rd actually gave me a $30(ish) credit so that at least I was able to cover the balance (with my last dollar) and set me up with a payment plan. But when someone from dispute resolution followed up because of my complaint with BBB and the ***, they explained that I still owe something like $170. So yeah, I paid and got my number back. Because Consumer Cellular had me over a barrel. What about the value of my time that was wasted arguing with their mostly unhelpful and apparently incompetent staff? What about the $300 phone that's a throw-away because of them? What about the four years of unauthorized debits? I wouldn't have gone to the trouble of raising most of these issues if they'd just let me leave without feeling the need to completely s**** me over a measly $140. But they did and it cost me a lot. And I'm top of that, I figured out about halfway through the process that the *** mandates that an old service provider can't refuse a request to port a phone number. Not even if there's an outstanding balance. Not even if the line is disconnected (Consumer Cellular's cop-out excuse for allegedly not being able to port my number. Consumer Cellular is a nightmare. They don't care about their customers. They cost me probably thousands in unethical billing policies, a discarded phone, a lost ***** that puts me at risk of homelessness and the repossession of my car, and potentially missed job opportunities. They could have said, "What's $140 after four years of business, especially considering he paid more than agreed that entire time for service that generally doesn't even work." Or they could have at least let me leave gracefully and sent me a bill for what they say I owe them. I'd have paid it when I was able just for the sake of ease. But they chose to s**** me every step of the way for just short of every paltry cent they possibly could. And I'm pretty sure they knowingly broke the law and lied to me when confronted while they were at it. The very least I would accept to consider the matter settled is for the $104 they extorted out of me to be repaid and the remaining balance to be zeroed out. Failing that, I have half a mind to litigate; sheerly out of principle. 

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

• Initial Complaint

  Date:10/24/2024

  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.

  On July 16th, 2024, I signed up for service online and requested an eSIM to use on an existing device. I attempted to activate the eSIM that was sent to me via Consumer Cellular, however, the device would not allow it to be activated, and the phone continuously provided an error, despite being unlocked. Due to this, and the fact that I had to prepay for service, I immediately contacted customer service who advised me that since I never activated the eSIM on the device, the account would be canceled, and I would be receiving a refund. Today, October 24th, 2024, while reviewing my banking records, I noticed that Consumer Cellular has still been charging me $42.80 monthly. This has resulted in over $200.00 worth of prepaid charges for a service that I have never utilized. I immediately contacted customer service today, October 24th, 2024, who transferred me to the "loyalty department". The rude customer service agent refused to acknowledge the situation and that this is the fault of Consumer Cellular, and that I never utilized their services -- he stated that conveniently there were "no notes on file" so he refused to issue a refund for the charges, and said that he could only "cancel the account". I requested that he actually close the account this time, to which he provided a confirmation number ******. However, this only partially resolves this matter - I am entitled to a refund for the services that I never utilized and as such were never provided, especially since I immediately contacted Consumer Cellular on the date of the sale to advise them of the situation and the fact that the account needed to be canceled. I also have a recording of this phone call and can provide it to BBB for review. I was advised by my financial institution that I can file for a chargeback for each of the charges, and they will find in my favor for services not rendered, but they requested that I contact the Consumer Cellular executive office first to attempt to receive a refund.

  

  Business Response

  Date: 10/29/2024

  October 29, 2024
  
  BBB File No. 22469218
  ***** ******* (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 7/16/24 with Unlimited Talk, Text and 10GB for $35.00 plus tax. The account was cancelled on 10/24/24, per the customers request. While the account does not reflect that the customer contacted us prior to 10/24/24 to cancel, as a courtesy, we have waived all the charges on the account and submitted a refund request for $84.36. 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 ************
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