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:10/09/2024

  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.

  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: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 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

• Initial Complaint

  Date:10/08/2024

  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.

  **** offered a 45 day return and refund.1st I cancelled service because of 2 things. One where I live *********** is spotty. T-Mobile is great I was told they use both. Then told they have an exclusive deal with ***** I was also told if I buy the watches she could give me free service for the 1st 2 months. Then told no like the 3 or 4th month.I also got a ram to return the watches at that point I told them to Apple Store had them remove find and reset the watches to erase all information. They did and paced them in bubble wrap. Sealed the box and placed them in the mail. Company received them per **** tracking. I got many emails saying account no closed and ********** removed. Never got anything saying a problem. I did talk to customer service and they said because I used too much data. I wont get a refund for the phone. I will get billed for the phone usage, even though it never worked right and the phone never left the house to begin with and was always on home Wi-Fi, which I really find strange that you stayed up but in any case, never got anything about the watches now per **** I am getting a shipment from them returning the watches customer service couldnt tell me why. I want a clear Explanation why what I have to do to send the watches back and get the refund for the watches back on my account that is my desired outcome and it is part ways and were done.

  

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  BBB #********
  **** Servos (#XXXXX1967)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular customers get a 30 day/500 MB of usage risk-free guarantee. This means that if they decide to cancel within the first 30 days, or 500 MB of data use - whichever comes first - we will waive any invoices that have been generated. While **** Servos account used more than 500MB, as a courtesy, we have stepped outside of policy and waived all plan charges on the account. The account now has a zero balance, and nothing further will be due.
  
  The return package for the Apple Watches was received on 10/07/24 and denied as the devices were still locked to the customers Apple ID. For them to be accepted for return, the Apple ID Lock must be removed. There are a couple of ways to complete this step:
  
  1)Sign in to ********** with their Apple ID, select Find My from the Quick Access Menu, and then select All Devices. Click on their Apple Watch, select Erase Apple Watch, and click Remove next to it.
  2)On their iPhone, open the Apple Watch app, tap the My Watch tab, then tap All Watches. Tap the information button next to their Apple Watch, Unpair Apple Watch, and Unpair again to confirm. Enter their Apple Account password to turn off the Activation Lock.
  
  If they need assistance with these steps, our customer service can be reached at ************ or via live chat at **********************************************. Once this is removed, the Apple Watches can be sent back to be processed for return. 
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with **** Servos again. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22394754
  
  I am rejecting this response because:
  
  we have an email in case number from ***** and the phones were not locked and we have returned the watches again with a copy of a certified email from *****
  Sincerely,
  
  ***** Servos

  

  Business Response

  Date: 10/27/2024

  October 27, 2024
  
  BBB Rebuttal #********
  **** Servos (#XXXXX1967)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. We can confirm that both Apple Watches have been removed from **** Servos Apple ID. The returns were processed, and the refunds submitted on 10/24/24 to the card used for purchase. The customer will see two amounts of $471.20 each for the refunds. Please allow 3-5 business days for the card provider to process the refunds. For more information, please reach out to the card 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,
  
  ***** *.
  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 find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Servos

• Initial Complaint

  Date:10/07/2024

  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 January 18, 2024 a number was ported out from my consumer cellular account to Spectrum. The port was not done correctly and was done manually as told by a representative on 9/20/2024. As a result, I had been charged on my Consumer Cellular account for 8 months for a phone line that I no longer had on my account. It had taken numerous hours and numerous calls to have them reverse charges on my account. The continued issue is the cost of $89.91 that was charged for ********** for a line that was not on my account. I have been transferred over and over to multiple people and different departments to no avail of resolution. I was told that the charge had to be submitted to the accounting department and resolution would be completed within 14 days. Its been over 14 days and a supervisor told me they would not be reimbursing me for the charge despite not having had this phone line on my account since January *******. Consumer Cellular now expects me to contact ***** however they have brokered the funding for ********** and should have never had that line/charge on my account to begin with. I have attached a copy of a bill from August ********************************************************************** question which is ************. I have also attached a screenshot of the email that Spectrum sent the actual user for that number showing that the number was ported out on January ******* as shown in the upper right corner of the screenshot showing the date of the email.

  

  Business Response

  Date: 10/14/2024

  October 14,
  2024
  
  BBB 22390368
  Angela DeJesus *****5657
   
  
  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 Angela DeJesus regarding their concerns about being billed for
  AppleCare after a line had been canceled. We understand any frustrations caused
  by the additional charges. As a courtesy, we applied a total credit of $128.72
  to Angela’s account; Angela decided to keep the credit on the account to be
  applied to future invoices.
   
  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

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22390368, and find that this resolution is satisfactory to me. However, I’d like to make it clear that the total that was given included the service fees that they charged me. It was not more than what was actually owed to me. 

  
  
  
  Sincerely,
  
  
  
  Angela Dejesus

• Initial Complaint

  Date:10/04/2024

  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.

  Dispute: Multiple fraudulent billing practices.1. Intentional failure to itemize when phoned or on web page that payment method was mandatory as a draft against bank account or credit card by Consumer Cellular (CC).2. ** made first month draft - without my signed authorization - which was stopped by bank while I had already made ***ment via bank's ***************** They crossed electronically.3. CC got excited and terminated my service - bill had been paid.4. When ** finally posted the payment they reactivated my service, and then; informed me there would be a $28 reactivation fee. I refused to pay a reactivation fee for CC's error.5. On 10/1/2024, on phone to CC, speaking with a senior supervisor ********* a resolution of all bills on account amount of $20.02 was reached. Attempt to pay via card was denied by their computer. My bank opened at 9AM next morning, response was they had NOT placed a barrier against CC charging my card - CC had done that internally! I paid the $20.02 10/2/2024 via my bank's Bill *** electronic payment service. ** reneged on the agreement and refused to reactivate my account.6. Fraudulent billing practices and failure to adhere to resolution agreements have escalated from there. 7. All CC is interested in is more money thru egregious fees and ************ couldn't care less about offering the same honor and service they demand from their customers.I want this fraudulent debt to CC eradicated, my phone number back, and a transfer to a different mobile phone service.

  

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  BBB #********
  **** ******* (#XXXXX1310)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Mr. ********* negative experience after receiving his first invoice. We are reviewing the matter and will address the situation internally. We tried to speak to Mr. ******** but when we tried to verify the account security PIN, Mr. ******* refused and disconnected the call. For Mr. ********* security and the security of all customers, we must follow our account verification process consistently. We apologize for the further frustration that this caused Mr. ************************ confirmed that Mr. ******* is no longer signed up for automatic payments on his account and waived the $5 chargeback fee for the returned payment. We also credited the $5 late payment fee back to Mr. ******** Finally, we waived the $3.52 past due balance to bring Mr. ******* current. 
  
  Mr. ********* plan includes unlimited talk and text with 1GB of data for $20 plus tax when opted into autopay and email billing. Customers can opt out of autopay and email billing, but opting out will incur a monthly $5 E-Bill/Autopay Opt-out fee. We waived this fee twice for Mr. ******** resulting in $10 of credit. However, this is a valid fee, and we will not waive it in the future. This policy matches the industry standard, and our opt-out fee is lower than other carriers. 
  
  When Mr. ******* signed up, he also provided a promotional code for $5 off each of his first 12 invoices. The current balance due on October 11 is $20.02. With this promotion factored in, Mr. ******* should expect his monthly bill to come to approximately $25.02. Since taxes are calculated by tax agencies and fluctuate slightly, this is our best estimate.
  
  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: 10/11/2024

   
  Complaint: 22381736
  
  I am rejecting this response because: 1. Since all business entities involved have required me to inform them of my full name, I feel that it is only common decency to use their full name when responding to me. Anything less is both insulting and disrespectful. 2. Add to that the demand for for me to provide the access code to my account - to "identify" me - when the company representative already had ample identification factors between those provided by the phone call and those provided by the BBB complaint, and the nature of the disrespect became overwhelming.

  The respondents phoned me to resolve the issues. first names and last initials do not mark honor and respect, demands for multiple identification factors do not mark honor and respect.

  If you wish to gain honor and respect from me, then you approach me with the same honor and respect.  DO NOT HIDE behind half names and identification factors for me!  This is not some game of "***** ****, 007"!  This is real life business. 

  I do not speak to "First name" R. who demands multiple identifying factors - I speak to some one who properly and respectfully identifies themselves and their business, both their employer and the reason for their call.  Otherwise, I disconnect.

  Consumer Cellular agreed to send me monthly bills via email and has yet to do so.  I do not receive any monthly bills!

  Consumer Cellular has now twice misquoted the monthly cost of my service and has yet to answer my question on why they charge a $5 convenience fee for use of a bank bill pay service when the payment is sent electronically exactly the same as their drafted electronic payment!  Every time they quote a monthly total fee it is higher than the last time they quoted!  They are just trying to fraudulently "pump up" their revenues.  They don't want to grant their advertised $15 per month service fee so they tack on any fees they can think up!
  
  Sincerely,  **** *******

  

  Business Response

  Date: 10/22/2024

  October 22, 2024
  
  BBB #********
  **** ******* (#XXXXX1310)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that our previous interactions came across as discourteous. We understand and regret that the response was not what Mr. ******* had hoped for, and we appreciate the opportunity to address his concerns.
  
  Customer service representatives usually don't give out their last names to protect their personal privacy. Sharing full names can lead to unwanted contact outside of work hours, potential harassment, and privacy concerns, especially when dealing with frustrated customers who might try to research them online. Many companies have policies that discourage representatives from giving out their full names to customers. 
  
  *** regulations require us to verify certain information before accessing a customer's account. A security PIN is a number the customer sets that we ask the caller to verify when calling customer service. Customer verification is a crucial security measure to ensure that the person on the other end of the line is who they claim to be. It's essential for several reasons, including protecting customer data, preventing fraud, and regulatory compliance. 
  
  We confirmed that Mr. ******* signed up for email billing, which means we will send invoices to the email on file on approximately the 24th of each month. The due date for each invoice is the 11th of the following month. We emailed the September invoice on 9/24, and the October invoice is scheduled to be emailed on 10/24. We estimate the invoice will be $25.02 after taxes, surcharges, and Mr. ********* first-year savings promotional discount. While not required, Mr. ******* could save an additional $5 by opting into autopay while remaining on email billing. 
  
  We appreciate Mr. ******* utilizing his online banking service to make scheduled payments. However, online banking differs from autopay as the bank mails the payment to Consumer Cellular's lockbox rather than authorizing Consumer Cellular to deduct the balance on the due date automatically. 
  
  We are happy Mr. ******* chose Consumer Cellular and sincerely hope he will enjoy our 100% U.S.-based award-winning customer support. While tax and regulatory agencies control many of the taxes and surcharges, we are proud to provide the best value for service and the surcharges where we have discretion. We do our best to ensure our customers have the best service, prices, and experience.
  
  
  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:10/04/2024

  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 been with Consumer Cellular since 2018. I called ************ due to problem accessing my account on COMPUTER. I was dealing with **** over 30mins. CONSUMER placed a security hold, not allowing me to access my account by COMPUTER. This my account,I pay monthly by *******. Consumer **** have no clue for resolution. I want this issue resolved ASAP. MY NEXT WILL BE MY DISCONNECTING MY SERVICE.

  

  Business Response

  Date: 10/09/2024

   
  
  October 9, 2024
  
  BBB 22380595
  William Hussey (#XXXXX2609)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience to our customer caused by the difficulties they have experienced while attempting to access their online account.  We attempted to reach William Hussey to assist with this issue, but were unable to speak with them. 
  
  Consumer Cellular takes the security of our customers very seriously. If a customer enters an incorrect password 5 times in one day, the customer will not be able to access their account online until 12:01 am on the following day (Pacific Time). This is done to protect our customer’s online account from unauthorized access. However, we can confirm our customer’s account has not been locked due to an incorrect password being entered. 
  
  If the customer is having issues with successfully logging in, they may need to accept cookies for our website. This can be done on our website by clicking “OK” on the right side of the dark blue bar at the bottom of the page. Customers should use an updated browser, preferably Chrome, and clear their cache and cookies. They will want to exit out of the browser and then reopen it. If they are still experiencing difficulties accessing their online account, the customer will want to contact customer service at 800.686.4460 or via live chat at https://www.consumercellular.com/Contact.
  

  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.com
  

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  I, ******** *****, been a Consumer Cellular customer for 8 years. On 9/21/24, my ********************** account was compromised and my SIM card was hijacked. The hacker, who gained complete control of my phone number for verification purposes, proceeded to log into a variety of other accounts including my bank account, and ultimately wired themselves $26,000. Upon calling Consumer Cellular the morning of 9/21/24, I was able to regain access to my phone and phone number, and they locked my account preventing online access.I ultimately wanted to change cellular carriers due to this incident and keep my phone number. When I called Consumer Cellular on 9/28/24 to ask about doing so, I was told a range of things which included, "yes you can port your number to ********* to "we need 1-2 business days to authorize it". Since I live rurally, I travelled hundreds of miles to the nearest ******* store within the city. ******* said they needed Consumer Cellular to provide a transfer PIN that would allow them to move my number from CC to *******. When I called CC on 10/2/24 to get the PIN, I was told no, then ultimately put on the phone with a manager who continued to state they would NOT be able to provide the PIN due to fraud activity on the account. When I asked what COULD be done since the phone number could not be ported, the manager stated the account could be closed and ultimately hung up on me when I began to get irritated.I find it very hard to believe that the only recourse for fraud activity if a customer wants to leave the company is to "cancel service". It is beyond ridiculous that my OWN reporting of fraud causes a complete freeze of any action on my account. I am seeking my phone number, ************, to be released and a transfer PIN to be provided so that I can port it to *******. That is all.

• Initial Complaint

  Date:10/03/2024

  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.

  Yes I have had the worst experience with your company,after experiencing horrible service at straitalk. Before I signed up with you, you promised that I had coverage...since July I have spent more time with your help people than I have enjoying a new phone,which you all said I needed.2 phones 90 dollars and no internet since july...You all say it's fixed... call back if not.I call back and have to start alllllll over again.This is nonsense and I want a refund. Read notes if they took them

  

  Business Response

  Date: 10/08/2024

  October 8, 2024
  
  
  BBB #22373948
  Michael Fishero (#*****0974)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by their service and cellular data connection.
  
  A customer is welcome to use their own phone purchased from another carrier as long as it can use a GSM SIM Card, it is VoLTE (voice over LTE) compatible, and it is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we cannot guarantee the compatibility of any phone that Consumer Cellular did not sell, even if the IMEI shows it should be compatible with our service. We apologize that this information was not fully explained to our customer prior to purchasing the phone and have forwarded the feedback to the appropriate department for review and training.
  
  We have attempted to provide assistance with their connection and complete all necessary troubleshooting steps; however, our customer has declined our efforts and will not further troubleshoot the issue.  They have requested a refund of all amounts paid to Consumer Cellular, advising they have continued to pay for service that was not received.  After reviewing the account and usage reported, due to consistent usage each billing cycle, no credit is available to our customer.
  
  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: 10/08/2024

   
  
  Complaint: 22373948
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Mike Fishero

• Initial Complaint

  Date:10/02/2024

  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.

  I purchased a phone that stopped working and when I called customer service, they refused to assist me without first providing a pin number. I have never set up a pin number for this company so I am not sure how to return this phone if they won&#**;t assist me without this number.

  

  Business Response

  Date: 10/09/2024

  October 09,2024
  
  BBB 22371425
  ******** ****** *****8754
   
  
  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 ******** ****** to discuss the complaint with them, but they did not answer or call back. We understand Laurences frustrations regarding their experience trying to receive assistance to get their phone working; we would like to help get Laurences phone working as soon as possible.If ******** does not know their PIN, we can help reset it. We have forwarded Laurences initial experience to the appropriate department for further review and training. For assistance, ******** will need to please contact our customer support number 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:10/02/2024

  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 switched from Cricket wireless to consumer cellular and I have been out of my phone for several days without service and spoke with a supervisor and he cannot tell me why the phone will not work. I am having to switch back to cricket wireless because I can not use the phone. I would like the money refunded to me for the time I am without service and paying for service. My phone stopped working on Sunday 9/29/2024 and it is still not on today 10/2/2024. Please help me get the money back that I am owed for no service and inconvenience. My account is still active with them and they are charging me but I do not have service. thank you

  

  Business Response

  Date: 10/07/2024

  October 07,2024
  
  BBB 22369420
  ********* ***** ****9348
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We attempted to reach ********* ***** multiple times, but we were unable to speak with them. We understand their concerns about not having cellular service and wanting compensation for not being able to use their phone after transferring. We have canceled ********** account per their request and waived the account balance of $51.68. If ********* would like to transfer their number to a different provider, they will need to contact us from another line to reinstate their account and initiate the transfer request 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: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I do not like what happened as far as them disconnecting without my knowing. This caused problems for me when transferring my number. 

  Very unsatisfied With this company. Its terrible.

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