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:10/24/2024

  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.

  My account ******************** with phone number ********** was compromised on September 23, 2024, while I was on vacation in *****. Consumer Cellular failed to provide adequate security measures. Scammers accessed my phone number through my email, changed my password, and connected a new device with an eSIM without any verification. I was left without a phone or cellular service while abroad; by the time I received a notification, it was too late. Scammers had already infiltrated my bank account and credit report. My identity was stolen due to the lack of verification and protection on Consumer Cellulars end.I spent sleepless nights calling **************** from 2 a.m. to 6 a.m. to verify my identity and urge them to shut down the scammers device. While they managed to do that, they also shut down my access to my virtual account, leaving me unable to see charges or changes. I couldn't reactivate my service in *****, which took around four hours and $200 on a local SIM card. Three supervisors incorrectly assured me that I could do this until the fourth one informed me I couldn't reactivate my service abroad. Their lack of knowledge led to additional losses, and all they could say was "sorry Upon returning, I had service for only five days before Consumer Cellular deactivated my phone number "to protect me" due to "suspicious activity," which stemmed from an email change I initiated while calling them. I spent another 3.5 hours trying to verify my identity. Unfortunately, the verification codes were sent to the deactivated number, resulting in further complications.After attempting to shut down my account, it took an additional 1.5 hours. Now, I'm facing a bill of $85 from September 28 and a pending charge of $71, nearly a month after I've stopped being their customer. Ive been a loyal customer for six years, consistently paying bills. I shouldnt have to explain why I want a refund for these absurd charges. Reverse these charges immediately!

  

  Business Response

  Date: 10/25/2024

  October 25,2024
  
  BBB 22468620
  ********* ********** *****8819
   
  
  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 ********* Vaynshteyns concerns and any frustrations regarding being charged for service after her phone number was compromised. As a courtesy, we voided the payment of $71.99; ********* ********** will not receive any further bills from Consumer Cellular.  
   
  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:10/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28th, 2024 hackers were able to hack into Consumer Cellular and gain my (and my husband's personal information). They used this information to transfer our phone numbers to their phones. They then used the information and phones to get into a number of our accounts, change passwords, and drain money. ****** allowed them in the easiest and in my case, they drained a few hundred dollars out of my bank account through multiple transactions. When I reported these charges to ****** as fraudulant, they said that I was lying and misusing their fraud detection system. They said that unless I had a statement from my cellular service provider stating that my phone line was in fact hijacked, they would assume I made the charges and that I was acting criminally by trying to report them as fraudulant. My ****** account has been frozen ever since and all appeals have failed. I need this account opened back up ****. I called Consumer Cellular and asked for a statement of the events in writing and they refused. I find it unbelievable. Because of their failed security, my data was obtained by criminals and they will not provide me with a short statement to help me repair the damage. I am simply requesting the written proof I need to get my life back in order.

  

  Business Response

  Date: 10/29/2024

  October 29, 2024
  
  BBB File No. 22458641
  ******* Reboul ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for the experience our customer encountered with their ********************** service. Their account was affected by SIM swap fraud. This is a type of account takeover where the fraudster or bad actor takes over the customers phone number via the activation of a SIM card on their line of service. This will potentially provide the bad actor the ability to gain access to personal accounts where two/multi-factor authentication is necessary. Sadly, this type of fraud is common in the wireless industry and as such, we take active measures to combat them.
  
  After reviewing the account, we see that someone accessed the online account on 9/28/24 and activated two retail SIM card(s). This effectively placed the customers phone numbers ending on different SIM card(s) or phone(s). We discovered these events on 9/28/24 during our chat session with the customer. 
   
  The online account was immediately blocked. Its important to note that the bad actor(s) had online account login and password information from another source to gain access to the online Consumer Cellular account in the first place. This often happens when an individuals personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individuals login and password credentials, the effect of which is compounded because individuals often use the same credentials across multiple accounts.
  
  We have spoken with our customer and emailed a hard copy of this information to provide to their financial institution(s). We are truly sorry our customer has been impacted by fraud and we are here to assist.
  
  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: 11/12/2024

  I am writing to let you know that shortly after I submitted my complaint to the BBB, Consumer Cellular called me. They said they had gotten notice of the complaint and politely worked with me to get me the documentation I needed. In fact, they sent it to me the same day they called.
  
  I thank you and the BBB for the work that you do. This is the second time Ive lodged a complaint with the BBB and both times your intervention in the matter motivated the business to quickly and politely resolve an issue they otherwise refused to.
  
  You can mark this case closed/resolved.
  
  Thank You,
  ******* ********

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 11, I ordered a new iPhone and service from consumer cellular. They charged my bank account $83.67. I created a four digit pin for my account. The account number is *********. On ** October, I called back to find out where my phone was. I then was told to check my email. My email stated that my phone was sent to ******** And signed for in my name. I did not make this call nor do I live in ********. I then spoke to a supervisor who told me that an investigation was ensuing and her name was *** since then I have created a new pen and was unable to call consumer cellular without my pin. I called this morning, October 22 and spoke to ***** who is a supervisor . I then asked for her supervisor whose name is D. He told me he will cancel my account but cannot refund me the money until he investigates this. I told him that *** told me the phone was on its way back to consumer cellular from ********* he knows nothing of this and I told him that the person is probably not going to send the phone back and I shouldnt have to wait to get my money back

  

  Business Response

  Date: 10/26/2024

  October 26, 2024
  
  BBB File No. 22457746
  ****** **** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ****** **** purchased the Apple iPhone 16 on 10/09/24. When the device shipped out, it was inadvertently shipped to an incorrect address. This error was discovered on 10/15/24 and the device was immediately blacklisted. We attempted to retrieve the device and have it resent. On 10/23/24, the account was cancelled per the customers request and a refund request was submitted for the down payment and shipping fee for the Apple iPhone 16. The balance due on the phone was cleared from the account and a credit of $83.87 was issued to the card on file on 10/25/24. We apologize for the frustration and inconvenience this may have caused. 
  
  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:10/21/2024

  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.

  Have had an account at ********************** (CC) since a year ago. Before my annual trip to ******, I called CC, informed them of my travel from 8/2-9/10/2024 and asked for an addition of international plan, as I previously had done with ******** for $50 per month covering practically unlimited cell phone use in ******. ** needed primarily to supply me with internet connection when I was out of my hotel in ****** so that I can use GPS.Surprisingly, while in ******, I got a call from CC and was told that I had already used much of my "$100 allowance". This amount was never mentioned before my travel. My response to CC was that I need to be able to use GPS while in ****** and that I was surprised by the stated amount. When I returned to the **, a bill for $316.51 was emailed to me and it was strictly for the period I was in ****** and my internet charges there. The company explained the amount as a cost for towers in ******. For the same towers and for a far better service, T-mobile charged $50 per month. I spoke with ** associates at ********** and they refused anyadjustment of charges. Unpleasant messages followed as to pay immediately even if it was 3 or so days after the first notification of the charge. I did not receive any itemized bill from CC, by letter or email. of note is that the reason I switched from T-mobile to CC was that **** (an organization for seniors) advertised that ** allegedly had much more reasonable fees for seniors han the other companies.I hope the charges will be credited to me-CC is manipulating behind their facade of "humanity towards seniors". I have already spoken with ****.

  

  Business Response

  Date: 11/05/2024

  November 5, 2024
  
  BBB #********
  ******** ***-****** (#XXXXX8418)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize caused by the frustrations caused by the customers bill. We spoke with the customer on 11/05/2024. Prior to our call, we reviewed previous interactions on the customers account to verify that the customer was given the full disclaimer of charges associated with international roaming. 
  
  The customer was advised that international roaming is charged per minute of talk time, text messages sent and received, and data usage per megabyte. The customer had valid usage on the account and so the charges are valid. We are not able to offer credit for the 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 ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:10/21/2024

  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've been having problems for the last 7 days I contact them email me they claim they took care of my service and Saturday and Sunday and today my phone is dead and I can't make it because of their programming errors or whatever I need somebody in upper management to take care of this problem I'm done without my phone again after they cleaned it up now it's down again I'm getting poor service I can't call anybody or any emergency services or anything I need someone to contact me and fix my phone.. I've never had this problem with this phone before they reset it last week and now it's down again...

  

  Business Response

  Date: 10/30/2024

  October 30, 2024
  
  BBB #********
  **** ********* (#XXXXX1219)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 10/22 and followed up with him on 10/29. We are sorry to hear of the issues the customer has been experiencing with their phone. 
  
  Structural materials such as concrete, brick, stucco, and aluminum siding can cause signal interference with the towers. This could prevent calls from coming through or allow the ability to make calls. If the customer finds better service in one part of the home, he may want to consider keeping the phone in that area. Some homes do have dead spots where a cell signal just cannot connect. Anytime he sees Searching, No Service, or Emergency Calls Only, he can try powering the phone completely off and on near a window or outside to reconnect.
  
  When we spoke with the customer on 10/22, we sent reconnections over the air to the device to help clear the cellular cache that may be causing connectivity interference that can result in dropped calls or other service issues. We had the customer power cycle the device and place a test call to ensure his services were working correctly. We also sent the customer a new SIM card, as the one he had previously was over three years old, to ensure that service remains working consistently. 
  
  Lastly, we followed up with the customer on 10/29 to verify that the service is still functioning normally. The customer confirmed that his service has been working consistently for the past week. The customer has advised that he purchased a new device from a third party. We further informed the customer that since this is not a ********************** device, we cannot guarantee that it will work on our network and that if he experiences any problems, we would recommend that he continues to use his previous device or purchase a new Consumer Cellular device if he chooses to do so.
  
  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:10/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ref. A/C ********* mobile ************** Consumer Cellular stopped service in spite of the fact that I had set up auto payment. Upon receipt of collection notice, called ****************. They didn't receive any request or info reg. any problem with auto payment. Wrote to CC with a copy to the **** Mr. **** ****** on October 1, 2024. ** didn't respond-instead sent a second notice. please help resolve the issue by asking Consumer Cellular to waive the fee charged for duration of time when there was no service at all. I would like you to request CC for an immediate action and let me know as soon as possible as I will be abroad for a few months on an urgent business.

  

  Business Response

  Date: 10/22/2024

  October 22, 2024
   
  BBB 22449004
  Dr. **** ***** (#XXXXX0443)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Dr. **** ****** account was suspended for non-payment as of 9/02/24. The last payment received was on 6/28/24 for service provided from 5/09 to 6/08. While the customer does have Autopay on the account, the credit/debit card on file expired shortly after the last payment was received.
   
  Email notices of the impending card expiration were sent starting on 5/25/24.  Our customer support attempted to assist the customer on 8/22 and 9/24, however, Dr. **** ***** repeatedly declined their assistance and the information they provided.
   
  As Consumer Cellular bills in arrears, the past due amount of $87.43 is for service already provided. It is for service provided from 6/09 to 9/02, the date of suspension. Dr. **** ***** is not being charged for service beyond this date. As there is consistent usage during this period, the charges remain valid and due.
   
  There are many options for making a payment. The customer can pay by phone by calling our customer care at **************; by paying online, or by sending in a money order or check. The card information for Autopay can be updated through the online account or by calling our customer support at the number provided above. Once payment is received then the account can be reinstated for service. If not reinstated before 11/01/24, a new phone number and a new SIM Card will be needed for 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:10/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother **** **** passed away in July of 2024 consumer cellular has been charging Mrs. **** every month even when she was fighting cancer and in ******* for six months and was not using her phone they have been informed about her death and yet they have been harassing me and my sister for $82.89 that she doesnt owe them for the account number ending in *********************************************** and close out her account

  

  Business Response

  Date: 10/22/2024

  October 22, 2024
  
  BBB #********
  Estate of **** **** (#XXXXX5453)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of **** ***** passing. Consumer Cellular extends our deepest condolences. As a courtesy, we have waived all charges that were due on the canceled account. Nothing further will be due going forward.
  
  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:10/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024 I signed up with Consumer Cellular and agreed to pay a monthly charge for service and a phone. Ten months later I am still unable to use the phone. Finally found out it came without a sim card. Got instructions from CC for an electronic sim card but nobody can figure our how to get it to happen. At this point I just want to stop paying for monthly service (over $300 now) and pay off my phone so I can trade it in somewhere else and get one that I can actually use. People told me to use a company that had a local office, but I bought into the ads that CC was very helpful to older customers (I am 77) and had much cheaper monthly fees. The fees are definitely cheaper, but not if you're paying for nothing. When I try to resolve the issue I am told that I need to submit my cell phone number. The cell phone says "No sim card."

  

  Business Response

  Date: 10/26/2024

  October 26, 2024
  
  BBB File No. 22444717
  ****** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ****** ******** and apologized for the frustration. As no usage reported, we have waived all charges on the account and submitted a refund request for $256.70. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  As well, as a courtesy, we have set up a return for the ******** Moto G 5G 2023 that was purchased on 1/15/24. To be eligible for return the device must be received back by 11/09/24 and it must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures. 
  
  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:10/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Consumer Cellular (**) multiple times about this problem with no resolution. I cannot access my account online or with the ** app for about 2 months. Online ** requires SMS Text to get a code to access an account. The ** website says, For account security, email passcodes are temporarily unavailable. If you need login help, please call **************." I called today for progress on the problem but none of my previous calls were logged. Every time I call I have to go through the whole song and dance again. I spent ***** minutes on the phone with customer service and support on October 2nd and was told the problem was being escalated. The ** ***resentative said there was no record of a call or problem or it being escalated. She passed me off to a supervisor for more detailed help. I thought he was rude and unprofessional and felt he thought my outrage of this problem was inappropriate as he chuckled and stated he could not talk to me. I don't believe the problem is something that has existed since COVID, as the supervisor said. He suggested changing my password might help. When I tried I was again presented a message that I had to provide the code sent to my phone to proceed. I believe the problem is exclusive to Consumer Cellular's web script. It makes no sense to me that I can get text SMS or push notifications from banks, credit card companies, ********, doctors, hospitals, many websites, email providers and retailers but not Consumer Cellular. I can even receive text from the customer service ***resentatives I spoke with but not from the ** account platform. I also notice everytime I call it takes forever for the ***resentative to pull my account information and isn't able to see what the other *** has entered into my account.I am a long time Consumer Cellular customer. I don't feel I have been treated as a valued customer. Not one person has been helpful or provided any insight into the problem.

  

  Business Response

  Date: 10/24/2024

  October 24,2024
  
  BBB 22439150
  ****** ******* *****8782
   
  
  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 log into his online account; we understand being able to have access to your cellular account is important. We found that the short code we use to send to our customers a verification text was blocked in Harolds phones messaging app. Once we unblocked the short code, ****** was able to receive his verification text.
   
  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: 10/25/2024

   
  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.  The young lady I spoke to went straight to the problem. Only my phone was blocked.  As soon as I removed the block all phones began to receive the security codes.  The other support personnel including a supervisor I spoke to did not go into this level of detail.  This young lady had my phone working in minutes and I am very pleased.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/17/2024

  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.

  They have continued to bill me for canceled service. I filed a complaint with the *** as well. *** contacted Consumer Cellular on 10/15/24. Consumer Cellular contacted me 10/15/24, they denied the charges, THAT IS A TOTAL LIE!! I have my bank statement to prove it. They took $56.90 out of my account on 10/16/24. I canceled my service on 10/2/24, balance was paid in full. Its really not about the money, its morally wrong what this company has been getting away with for years. Ive been researching complaints concerning Consumer Cellular, there are thousands and thousands of American Taxpayers they have been ripping off for years.

  

  Business Response

  Date: 10/18/2024

  October 18, 2024
  
  
  BBB #22436098
  Gail Goodnow (#*****4076)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused billing on their closed account.
  
  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.
  
  Our customer transferred two phone numbers to a new provider and their account with Consumer Cellular is closed.  The first line completed the transfer process on 09/28/2024 with the prorated charge for the additional line fee, $11.50 plus tax, included on Invoice #T101136536 for service from 09/04/2024 through 10/03/2024 with the total due of $45.38 and was paid through our autopay feature on 10/15/2024.  The remaining phone line completed the transfer on 10/11/2024, with the final charges on the account of $11.52 for the prorated service from 10/04/2024 – 10/11/2024, listed on Invoice #T101957305.
  
  As a courtesy and as there was no reported usage on the account after 10/02/2024, the final invoice in the amount of $11.52 has been waived and a refund was applied to our customer’s credit/debit card on 10/16/2024.
  
  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,
  
  Aleda V.
  Executive Resolution Administration
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22436098, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Gail Goodnow

  I called Consumer Cellular every single day from 9/28/24 - 10/11/24. I was repeatedly told that the accounts were closed and there was a ZERO BALANCE. Better yet, when I called them on 10/10/24 about the second account that was not yet ported the customer service rep told me THAT line was canceled, I already transferred to new carrier, she said call 611 Consumer Cellular is no longer your carrier. WELL I DID, brought me the Consumer Cellular customer service. I was not able to login to my accounts since the end of July on their app or on their website so I was unable to see any invoices which caused me to cancel their services. I was led to believe by their uneducated and ignorant employees that there was NO BALANCE DUE. All of this aggravation could has been avoided. If Consumer Cellular continues to have illiterate and untrained employees, this problem will continue with existing customers causing unnecessary exhausting headaches. Thank you for finally getting me an explanation