Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,485 total complaints in the last 3 years.
- 465 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:10/17/2024
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.
warranty insurance paid consumer for replacement phone that was defective when i got the replacement;insurance tells me to contact consumer;consumer tells me contact insurance;2 weeks of dealing with consumer cell, i have not got no satisfaction
Business Response
Date: 10/17/2024
October 17, 2024
BBB File No. 22435021
****** ******* (Account No. **********
To Whom It May Concern,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ******** is a protection plan that primarily covers physical damage to the phone. It also effectively extends the manufacturers warranty after that coverage ends in twelve months. ******** does not cover the phone if it is lost or stolen. Per the Allstate Policy, the Protection Plan will remain active on a customers account until the customer activates a new phone, advises they wish to cancel the Allstate Protection Plan, or if there are two claims filed within a 12-month period.
****** ******* filed a claim for a replacement device with Allstate on 10/04/24. As this was the second claim filed within a 12-month period, the warranty was completed by ********. When the customer received the replacement device on 10/08/24, it was determined that the device was locked to the previous owner's ****** account, rendering the device inoperable for our customer. As the warranty was completed, ******** was unable to replace the device. As a courtesy for our valued customer, we processed a warranty replacement for the device on 10/15/24. The device shipped on 10/17/24 and our customer should receive it within 3-5 business days.
We do apologize for the frustration this issue caused and we have applied credits totaling $53.92 to their account. The balance due on 11/04/24 is now $27.13.
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
the consumer cell is still shifting the blame,however i will wait for the second replacement and i will let you know if all is okayInitial Complaint
Date:10/16/2024
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.
Begin forwarded message:From: ******* ***** <******************************>Subject: **NO RESPONSE***Date: October 16, 2024 at 2:11:18PM PDT To: ************************************ ******************************************** *************************************** *************************************** ************************************ * Ms ******** are a 10+ Year Loyal CC Customer, who transitioned from AT*T, and who recently upgraded our CC iPhone 14 Pro to CC iPhone 16 Pro Max, of which we have previously done via CC, e.g., iPhone 10 XR to iPhone 14 Pro.Over $143 CC/Trade-in.Asurion, CC is losing a 10+ Year Loyal CC Customer given a practice which is wrong * potentially both Deceptive * Bait n Switch practice. It is my sincere hope we can resolve. And Next Steps are to advise the FCC * FTC * CA AG and BBB accordingly.This afternoon 2:01pm PST, via a 50-minute phone call, i contacted CC CSR ****** ____?, escalated to CC Specialist/Supervisor Keera ____? * further escalated to CC Manager ***** ____? to determine why no one had followed-up with me as previously including CC Supervisor Torah, whom indicated she would be pulling the call record i had with CC CSR *** ____? on September 21st 2:40pm PST, which CC Supervisor Torah agreed to do. This practice is not only wrong from a Consumer standpoint, however, is potentially both Deceptive, Fraudulent * Bait n Switch. And Please ask your Legal Team to Review * Assess accordingly. And Please have one of your Executive Resolutions / Senior Operations Team Members contact me!Please see below for additional detailed information.Cordially,******* ***** Mr ******* ****** ***** La Jolla, ** * Taos, ** *************** Mobile Consumer Cellular *************** Mobile Consumer Cellular *******************Business Response
Date: 10/19/2024
October 19, 2024
BBB #********
******* ***** (#XXXXX4137)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Mr. ******* poor experience with our trade-up program. We reviewed the matter and spoke to Mr. ***** on the phone to help.
When Mr. ***** spoke with our customer service on 9/21 about purchasing the iPhone 16 and initiating his iPhone 14 Pro trade-in, we informed him that Asurion estimated the trade-in to be up to $405. The final estimate depends on additional information, such as the memory and carrier. Next, we gathered information from Mr. ***** to find out that the device he would be trading had 128GB of memory and was programmed for Consumer Cellular. That information provided a final estimated trade-in value of $262.
The estimated trade-in value can change daily before a trade-in is initiated and depends on Asurion receiving the trade-in in like-new condition. Once ******* receives the trade-in, they will email the final offer to the customer with the option to accept or decline. Once we initiate the trade-in with the customer, the only factor that could change the trade-in value is the phone's condition.
Today, the trade-in value for an iPhone 14 Pro that is unlocked and has 128GB of memory is $296, provided the device is in like-new condition. The maximum trade-in value of $405 applies to the model with the most memory, which goes up to 1024GB.
We apologize for the misunderstanding that led to Mr. ******* dissatisfaction. We appreciate and value Mr. ******* feedback as a loyal customer since 2014, and we're currently reviewing the process and scripting to avoid confusion in the future.
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:10/14/2024
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.
In or around Jan 2024 purchased two Consumer Cellular Phones and then mobile service for the two phones based on advertising seen I believe in ************* targeting seniors. The service was never set up. On the day when the service was established I was told I needed to contact an installation Specialist. When I called the number I did speak to someone but the person was not able to properly assist me and seemed like she didn't really know the term "Installation Specialist."I later lost the pin to do all of this and went into a black hole. When I spoke to **************** they would say, you need the 4 digit pin. And that became the stone wall. They said they could not do anything or tell you anything without it. They offer no way for you to get another pin it was just can't help you you don't have it. Meanwhile I am paying for the service monthly and can't seem to go left or right because you don't have the pin. In or around July 2024 I decided I can't continue paying for a service I can't use, access or even COMMUNICATE with them about because I can't prove I am the person without the pin. I stopped the autopay. ********************** Celluar continued to bill me even though I had no pin and had NEVER MADE A PHONE ON EITHER OF THE TWO PHONES. That fact did not bother them and did not bother them that I had no pin and could not use the service. In October I contacted them again with the goal that this would be my last time. I got a supervisor ****** who after playing a lot of games told me that I and I am not saying exactly because I don't want to expose the security aspect for the company. But to say ****** the supervisor knew exactly how I could get a new pin. SO why not when the customer service person couldn't do anything, why not refer such matters to supervisors? WHY? WHY? WHY? What game is Consumer Cellular playing having a paying customer locked out when the solution is very simple? And what happened to the 'Installation Specialist".Business Response
Date: 10/19/2024
October 19, 2024
BBB File No. 22421423
******* ****** (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 and purchased the **** Easy Flip on 1/09/24. After the account was set up, they were transferred to our ********************** for assistance with the activation process for her new phone. The account does not reflect that we spoke with them again until 10/12/24, when her security PIN was successfully updated.
As we did not receive a request to cancel service, the account remained active until 9/30/24, when it was suspended due to non-payment. As a courtesy to the customer, the charges on the account were waived on 10/15/24. We have submitted a refund request for $331.57. Refund checks are printed each Friday, however, refund research can take up to three weeks.
The customer opted to reinstate service on 10/15/24 and their phone was successfully activated at that time.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
********* *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Initial Complaint
Date:10/14/2024
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.
I went to their company and they are connected to **** and supposed to be consumer friendly, they have these television commercials about how good their service is but I have dropped calls, I&#**;m breaking up on calls and they say you can live in a tree lined area and my service is terrible. My bill was not discounted as promised and they said that because I didn&#**;t buy or get my service at a certain timeframe, they had to do the promotion at a different time. At the end of October, I am dropping their service and going with another phone service. It comes out to be less than $30 a month. I discussed with them when my payments should be pulled from my bank account. A lot of times my money has not made it before they pull my payment. The commercial said if I wasn&#**;t satisfied after 10 months of service and would get a month free. My phone would not let me call anyone after it was updated, all my calls were being ended before I wanted them to be.I would like to be reimbursed for the money I spent 4 months with them.Business Response
Date: 10/17/2024
October 17, 2024
BBB #********
**** ****** (#*****8041)
Dear BBB,
Thank you for contacting us regarding **** Elliots complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the network service and billing on their account.
********************** offers a Risk-Free Guarantee period to try our phones and services. If within the first 30 days or 500 MB of data use (45 days or 500MB of data use for **** members), whichever comes first, our customer is not completely satisfied with our service or equipment, they can simply cancel, and we'll waive any service fees. Since our customer opened their account with ********************** on 06/05/2024, and usage has exceeded the 500 MB limit, the account does not qualify for the Risk-Free Guarantee or credit for service and all charges are valid.
Mr. ****** joined Consumer Cellular during our Summer **** Promotion, which offered the second and third months of service free, not including taxes and fees. The promotional credit is for the base service fee; customers are responsible for taxes, fees and other 3rd party charges incurred. We have confirmed the promotional offer was applied to the account and they received the discount as offered when the account was activated.
As it pertains to service coverage, with any cell phone provider, performance may be impacted by transmission limitations, terrain, in building/in vehicle use and capacity constraints. Because of this, service interruptions are unavoidable and will be ongoing. Per the Wireless Customer Agreement (WCA), ********************** does not guarantee availability of wireless network and services may be subject to certain device and compatibility limitations including network availability.
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:10/13/2024
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 10/07/2024 I contacted Consumer Cellular about transferring service from *******. I told them phone details, how I use the phone, service issue, details of needs for the phone. I was assured the phone would work on their network. On 10/12/2024 I attempted to transfer cellular service from ******* to Consumer Cellular. I spent six hours attempting to get the phone to work and made several call to support. Although assured by device will work, ********************** is unable to provide working service. I have no cell phone, no text - nothing. I use my phone for work , it is critical I have it working. The result is that I need to find a new provider and/or purchase a new phone. I assistance in obtaining new phone/service and I want that expense paid by Consumer Cellular as they are responsible and causing an excessive hardship.Business Response
Date: 10/16/2024
October 16, 2024
BBB #********
****** ********* (#XXXXX9958)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 10/14. We apologize for the issues the customer has been experiencing. Our Wireless Customer Agreement states that devices not sold by ********************** are not guaranteed to work on our network. This is because they were not made to function with Consumer Cellular services in mind. The Wireless Customer Agreement is available on our website and is sent with new accounts and equipment purchases.
We check device compatibility using the **** number of the device. This tells us whether the device has the physical hardware necessary (VoLTE compatibility) to make calls on the network. Unfortunately, this does not guarantee that all features or even calling features will work.
The customer advised that she does not get ********************** signal at her home and that she had expected the Wi-Fi calling feature to work on her existing phone. We suggested this feature would work and be available for most devices purchased from Consumer Cellular. The customer accepted this option to purchase a new device and stated she will contact us again once she decides what device she would like to purchase. We have credited the customer $20.00 towards the purchase of a new device and advised that she may also be eligible for a trade-in credit for her existing device.
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:10/10/2024
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 March 11 i ported my phone number over to another provider. consumer cellular was aware that the number was ported over and continued to charge me for phone service that i could no longer use since the number was no longer connected to their company. I called on Sept ******************************************* for the service that i was not using and they gave me a partial refund and refuse to refund the total amount they charged me for service that I was not using and could not use. they charged me as follows: 4/5/2024 = $28.17, 5/52024 = $27.10, 6/5/2024 = $27.10. They did refund me $81.36 for 7/5/2024, 8/5/2024 and 9/5/2024 payments and credited that amount back to my credit card. They also sent me a check for $30.45 for overpayment. They refuse to refund my March, April and May payments of $82.37.Business Response
Date: 10/11/2024
October 11,2024
BBB 22408135
******* Zipper
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 ******* Zippers concerns regarding being charged for months after transferring to a new provider. We have forwarded this issue to prevent it from happening in the future. We applied a credit of $82.37 to ******** account for the additional time they were billed. ******** original form of payment will be credited within the next 3-7 days; otherwise, the customer can expect a refund check within 2-3 weeks.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Initial Complaint
Date:10/10/2024
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.
Cant contact them (easily) they dont respond. Their commercials are full of ?? c***Business Response
Date: 10/15/2024
October 15,2024
BBB 22406990
***** ******** *****7688
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 to address his concerns, but we were unable to speak with them. If ***** ***** needs assistance, he will need to please 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 ************
********************************************************************
******************************Initial Complaint
Date:10/10/2024
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 08/25/2024 I was given a notice that my service with Consumer Cellular was discontinued. Then 08/30/2024 they continued to charge my bank account.Business Response
Date: 10/12/2024
October 12, 2024
BBB 22406893
AINSLEE KAIRDOLF (#XXXXX5141)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have reached out to Ainslee Kairdolf and have come to a resolution.
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.
Ainslee Kairdolf’s invoice for $36.24 was due 8/10/24 and scheduled to be withdrawn automatically as they were enrolled in automatic payments. We emailed the customer advising that the transaction had been denied. On 8/25/24 we sent a notice of disconnection of service. When the payment was approved on 8/30/24, the service was reconnected, and an email was sent to the customer to inform them.
On 9/10/24 the customer’s autopay transaction of $36.24 was denied. An email was sent advising the payment did not process, and a potential service interruption notice was emailed on 9/23/24. When the next invoice was generated on 9/23/24, we sent an email advising the balance due of $72.48, which is for services from 7/21/24 through 9/20/24, would be processed on 10/10/24.
On 10/10/24 Ainslee Kairdolf’s payment successfully processed for $72.48. The customer called in and spoke to a supervisor who reviewed the account and explained the charges were valid. At the request of the customer, the account was cancelled. As a courtesy, the final invoice for services from 9/21/24 through the cancellation date of 10/10/24 was waived.
As a courtesy, we have reversed the charge of $72.48. The customer’s account is currently cancelled with a $0 balance and is eligible for reinstatement should Ainslee Kairdolf choose to come back to 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,
MICHELLE P.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.comInitial Complaint
Date:10/09/2024
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.
10/4/24, canceled account with **********************.. The pro-rated balance was stated as $11.00. A few days later (10/9/24), Consumer Cellular sent an invoice for $61.65. They charged me for the month of October, when my account has been cancelled prior to the billing cycle date. They also claim that they needed to change my 3gb program to a 10gb program, as to their reasoning for the balance of $65.61. The closeout amount as stated in an email when I canceled my account shows a prorated $11.00 due. They are scamming me out of a future months cost, in which I do not use their service anymore..Business Response
Date: 10/16/2024
October 09, 2024
BBB 22402350
***** ***** (*****6477)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. After review, on 10/9 a payment was made for the final balance of $61.55, the account is now closed 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 ************
********************************************************************
******************************Initial Complaint
Date:10/08/2024
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.
On August 16, 2024 I transferred my cell phone number from T-Mobile to consumer cellular. I told the representative that I was currently in **** when I transferred the phone numbers there was no issue while there was an issue. Nobody ever told me that the phone cant be activated outside of ***************** one they never told me I had to wait 30 days make a payment in order to get roaming too. I received neither one of these for the last month and a half when I called them to try to get my phone number back to T-Mobile. They went ahead and refused me my account number saying its against the law. Thats not a good enough answer. Its my account number. They asked me all my security questions they were right they asked where I live the whole thing they still wouldnt give me my number now I cannot get my number to T-Mobile because they refused to give me my account number. Is this right?Business Response
Date: 10/08/2024
October 08,
2024
BBB 22395406
Victor Bouhadana ****6652
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 Victor Bouhadana’s concerns about their transfer experience; we
do not want our customers to be left without phone service and understand how
this is an incredibly frustrating experience. While we are unable to provide
any customer account numbers verbally for the security of our customers, we
sent Victor a copy of their invoice to them, which includes the account number
at the top of the invoice. Additionally, we have forwarded Victor’s
experience to the appropriate department for further review and training. With
the account number provided by invoice, and the transfer PIN, Victor should be
able to transfer their number to their new provider.
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,
Lauren C.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
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