Business Profile

Mobile Phone Service

Consumer Cellular

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.
466 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/01/2024
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.
Canceled our account and they continued to take money from our bank account.I contacted customer service and they informed me it was for two months of service aug.2024 and Sept 2024 and I informed them that we cancel our account in the beginning of Aug. and made arrangements to pay up the bill on Sept. 1st which we did for ***** the they took another ***** out of our account and another ***** after that . When I called them they said our bill was ****** and as you can see the totals don't add up all I would like is some money back but now they won't answer my emails and customer service says there is nothing they can do
Business Response
Date: 10/08/2024
October 8, 2024

BBB #********
******** ******* (#*********)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ******** Kilpelas account was cancelled as requested on 9/04/24 and they are not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. They are only charged for the time the account was still active.

We can confirm that Secure Port Out PINs were provided to ******** ******* on 8/05/24 so they could transfer to another provider. Due to invalid information being provided by the new service provider, the numbers did not port out until 9/04/24, the date of cancellation. However, there is no usage on the account past the time the original Port Out PINs were provided. As a one-time courtesy, we are stepping outside of our policy and providing credit for all plan charges accrued after 8/05/24. A total of $77.04 has been submitted for refund. When possible, refunds are applied back to the card on file or sent by check to the address on file.

Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******** ******* again. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************

Customer Answer
Date: 10/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:09/30/2024
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.
Received **** via email 9.10.24. Contacted customer service via chat **** in reference to this. Set up an arrangement for 9.26.24. I discussed with them that this should not have been all our responsibility as this should have been an alert or something fraudulent that should have been alerted to us before a bill this high should have been allowed. We have been with this company since 2018 and NEVER had a bill this high. This is the first time that we have ever had international text messaging charges. I was NEVER alerted that my lines were even being used this way. I have tried to speak with supervisor **** and he was downright rude and terrible and tried to place the blame back on my 14 year old son who didn't get a message stating that this would be charged!!The International roaming SHOULD NOT BE on on these lines unless the consumer wants them on, this is a trap. I will be leaving this company as soon as I am financially able to after this hard hit on my income as I am on a fixed income. I have found another company that they don't even charge for these services EVER. I would like for Consumer Cellular to take some responsibility for the $433 in international texting charges as they never once contact me to ask if this was fraudulent since this was NEVER something as you can see in all our past bills we have never done before. I am appalled that they would allow this to happen to a good customer..Invoice **********
Business Response
Date: 10/07/2024
October 7, 2024

BBB #22356297
Lavonne Ricker (#XXXXX0742)

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 happened when Ms. Ricker recently spoke with a supervisor. We have forwarded this concern to the appropriate department for further review and training.

At this time, we do not have any limits on international texting when inside of the United States and do not have any plans that cover texting to Canada or other global areas. There are also no alerts regarding the usage of international services in the United States. While we cannot guarantee that this will be changed in the future, we heavily emphasize our customers’ opinions on how we may provide a better service to them.

Many text messages to a Canada-based number caused a bill of $591.65. We understand that a bill of this nature can have a financial impact. As a courtesy, we have stepped outside our typical policies and refunded $241.73 to the payment method used to pay the previous invoice.

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,

ANGELICA A.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Customer Answer
Date: 10/07/2024

Complaint: 22356297

I am rejecting this response because:
Consumer Cellular DID NOT refund the payment method that I used to pay the bill they MADE me pay before they would turn our phones back on. Now all of a sudden they can credit my card back! All of this is a game with them and I am appalled that they treat “valued” customers like this!

They credited my account and when I asked for a refund to be made to the card that I made payment from o was advised that couldn’t be done but they could issue a check to me. That message was emailed to me on 10.3.24. I saw the credit of the $240 and some change until 10.5.24
Then all of a sudden 10.5.24 a new billing statement was put into place TAKING all but $80.41 of my credit for the next bill which is not due until 10.22.24.
I NEVER got to speak to anyone at Consumer Cellular as this is all done through email and I do have all of this correspondence for records if you would like them. Angelica that has emailed you with the info never called me back when I left her two messages when all of this could have been resolved before the billing cycle of 10.5 went into effect

Sincerely,

Lavonne Ricker
Customer Answer
Date: 10/16/2024
Hello.

Please accept my apologies on the email rejecting the company’s resolution.

I re-read the email and Angelica did reverse the payment on the most recent billing cycle and it is showing the amount due. I am a awaiting the refund amount to come back into my personal account

Thank you,

Lavonne Ricker
Initial Complaint
Date:09/29/2024
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.
Date of Transaction: June 18, 2024 Amount Paid: $209.94 Nature of Dispute: Failure to Provide Promised Cell Phone Coverage On June 18, 2024, I signed up for two lines of service and a cell phone device on EasyPay with Consumer Cellular.Regrettably, I have had no cell phone service at my home since activation. I can only make calls or send text messages when connected to Wi-Fi or if I travel ***** minutes away, which is unacceptable. This issue also affects my elderly mother, who is on my plan.I pay for two lines each month, yet I cannot use this service at my home despite the clear assurances I received. I was informed that I could cancel my plan without a contract; however, Consumer Cellular will not accept the return of the cell phone I am still paying for. They require a lump sum payment of $777 to pay off the device before I can switch to another provider. Although they offered to break up this payment over several months, I would still be stuck paying for a phone I cannot use with their service or anywhere else until it is paid off.Consumer Cellulars cancellation policy is misleading. They hide behind a 14-day window, but during that time, I was actively working with their tech support to troubleshoot activation issues. By the time I realized there was zero coverage, my cancellation period had elapsed. I have called multiple times, and despite my efforts to resolve this, I have been told by various supervisors that they cannot provide coverage in my area. If I choose to leave, I am still unable to return the device and must pay an additional $777.This situation has caused significant stress and hardship for me and my mother, especially considering that I initially chose Consumer Cellular for its promise of affordability and service. I am seeking a resolution that allows for the return of the device without incurring additional charges and cancellation of the service without penalty.
Business Response
Date: 09/30/2024
September 30, 2024

BBB 22356980
**** ****** (#XXXXX2559)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry our service did not work as expected, and we understand that staying connected at all times is vital. While we know the lack of coverage can be frustrating, Consumer Cellular does not own any towers, and we cannot build them to expand in areas where our carrier partner does not provide the best coverage.

Our Risk-Free Guarantee allows customers to try our service and ensure it meets their needs. We understand that things do not always work out as planned, and we apologize for the length of time our troubleshooting process took. As we strive to satisfy our customers, ********************** will step outside the standard return policy and accept Mr. ******* iPhone 15 Plus for a full refund, including clearing the EasyPay balance and waiving the current invoice due on 10/5/2024. No further charges will be owed to Consumer Cellular. We have also provided Mr. ****** with the secure port-out PIN needed to facilitate a number transfer, a shipping label to return the phone free of charge, and a line of contact in case of any trouble.

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:09/28/2024
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.
They refuse to close my account and mail me the final bill . Disconnected 8-3-24
Business Response
Date: 10/02/2024
October 2, 2024

BBB #********
****** ***** (#XXXXX8020)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ****** ***** chatted with an agent on 8/14/24 stating their line was disconnected. However, they left the chat before verifying their account, so no changes were made as the situation was unclear. Upon receiving the BBB complaint, we have canceled the customers account. Their cancellation confirmation code is 416485.

****** ***** account was cancelled on 9/29/24 and they are not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. As a courtesy, we have waived charges accrued after 8/11/24, the last day of the billing cycle before the customer contacted us.

The remaining $123.45 remained valid due to the usage on the account between 6/12/24 and 8/11/24. However, as ****** ***** only used a little of their large data plan, we have provided credit to compensate and bring down the charges. After all credits have been applied, the remaining balance is $68.18 which remains due for service already provided.

There are many options for making a payment. ****** ***** can pay by phone over the automated system; by calling our customer care at ************; by paying online, or by sending in a money order or check. Please allow 7-10 business days for payments in the mail to be received and processed.

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
all I need is a final detailed bill mailed to me so I can send them a check for $68.18 to end the account.
Business Response
Date: 10/27/2024
October 27, 2024

BBB Rebuttal #********
****** ***** (#XXXXX8020)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. A paper invoice for ****** ***** was mailed out on 10/24/24. Please allow 3-5 business days for it to be received.

There are many options for making a payment. ****** ***** can pay by phone by calling our customer care at ************; by paying online, or by sending in a money order or check. As a courtesy, and to avoid late fees and further collection efforts, a payment arrangement has been set on the account extending the due date to 11/16/2024.

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,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:09/24/2024
Type:Sales and Advertising 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 cancel my service for no reason I was a new customer and had my number transferred to them and the following day after getting my numbers they canceled my service I need my account number and pins to get my numbers back, I also feel like they are fraud and scamming people
Business Response
Date: 09/25/2024
September 25, 2024

BBB #********
**** **** (#XXXXX6415)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any trouble that this situation has caused.

Mr. **** signed up and transferred two phone numbers to Consumer Cellular on 9/22/2024. Unfortunately, upon further review, we could not offer services to Mr. ***** and the account was closed. However, we temporarily reactivated the service account to allow Mr. **** to transfer the phone numbers to another service provider. We can confirm that all numbers on the account have been transferred away from Consumer Cellular as of 9/24/2024. Nothing will be owed to Consumer Cellular. We are sorry we cannot offer Mr. **** cellular services, but we hope this resolves his concerns.

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: 09/25/2024

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.

Sincerely,

**** ****
Initial Complaint
Date:09/23/2024
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.
I SIGNED UP WITH CONSUMER CELLULAR IN JUNE2024 AND IN THE MIDDLE OF JULY BEFORE THE BILL WAS DUE THEY SHUT OFF MY SERVICES WITH ACUSATIONS OF NON PAYMENT OF A BILL I NEVER RECEIVED. THE PROBLEM IS THEY KEEP BILLING ME FOR PHONE SERVICE THAT I DO NOT HAVE PRESENTLY.i LEFT THE COMPANY AND WENT WITH ANOTHER COMPANY BECAUSE OF THEIR WRONGFUL BILLING PRACTICES AND TURNIG MY SERVICE OFF IN THE MIDDLE OF JULY WAS UNCALLED FOR I AM NOT PAYING A BILL WHERE I DID NOT RECEIVE FULL SERVICE THAT IS WHY I A WRITING YOU TODAY.CAN YOU PLEASE HELP ME GET TO THE BOTTOM OF THIS PROBLEM AND THEY LOCKED ME OUT MY ACCOUNT PRESENTLY. THANK YOU.
Business Response
Date: 09/24/2024
September 24, 2024

BBB #********
******** ****** (#XXXXX8137)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 09/24/2024. We apologize for the issues they faced while using our service. We have confirmed with the customer that they received their invoices for all 3 months of service they were billed for. Their account was not suspended in July; however, it was suspended on 09/06/2024.

We have credited the charges on their account back to the date of last use and have canceled their Consumer Cellular account as they requested. We advised that the total remaining balance due is $38.90. The customer agreed to pay this amount on 11/09/2024. There will be no further charges on this account.

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:09/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called and told them I wanted to discontinue my service with them appx. 2 mos. ago. Recently received mail from them regarding their services; advertisement. Today I noticed a charge on my ******* from Consumer Cellular. Called the bank, and they are doing an investigation into the matter and have granted a provisional refund to me. I then called Consumer Cellular, and they are denying that I discontinued the service with them. They also put through three ******nel to talk with - the first two believing they would accept my having called and discontinued my service. The third ****** was insistent that I had not "properly" done so. I stated once more that I had and to follow up on this request. Since that call, they have e-mailed me with notice that I will receive another statement on 10/10/2024. I consider this harassment. I had also told them that the bank will no recognize any further activity on my account from them.
Business Response
Date: 09/24/2024

September 24, 2024

BBB 22314729
****** Grpsjean

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. Upon review we found the account was canceled 7/31/2024, but was reinstated shortly after, as the customer wished to port their lines to a new carrier which requires the lines to be active.
Weve refunded the September invoice for $21.78 and have ensured the account is now canceled with a zero balance, as well as making sure the customer is on our do not contact list for no further advertisements.

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:09/20/2024
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.
I get crappy service and the network keeps disconnecting from my phone. CC is nolonger servicing 4GLTE, but they continue to ***** me $50 a month for service. I can hardly connect to the internet and cannot make phone calls. I keep getting kicked off the internet and there is a circle with a *** through it on my phone indicating I am not connected to the network. I go to make a call and my phone tells me that I can make emergency calls because I am not on a network. They will never give you credit because they don't believe you are having problems. No one knows how to troubleshoot because they are incompetent. The only thing they do is reset the network- that never works.They are trying to ***** me because they say I need a new phone. I'm not giving them anymore money because their network stinks. There are too many 5 g towers in my area. Therefore I get kicked of 4g all the time because they are phasing it out-- though they continue to charge me for crappy service.
Business Response
Date: 09/30/2024
September 30, 2024

BBB #********
******* ***** (#XXXXX3872)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the experience ******* ***** has had with her phone and service. Full troubleshooting on her device was completed on 9/11/24. It was determined that she would need to upgrade her device due to the older software no longer being supported by the manufacturer. At that time, we offered the customer $50 in credit (over the course of 10 months) to offset the cost of a new phone bought with EasyPay, as well as offering to cover the shipping costs. The customer declined a new phone, and requested that the credit be applied directly to her invoice, which was done.

The customer did contact us again concerning a service issue, however, we were unable to come to an understanding and the customer refused assistance with troubleshooting the device. Due to this, we are unable to continue without further troubleshooting. As a courtesy, we did check for any tower outages or provisioning errors that would cause service interruptions in ******* Smiths area. The network has deemed the customer's device is successfully provisioned, registered on the network, and current on all activation updates. Additionally, our records also indicate that multiple calls have been completed with no errors; there is consistent data usage on the account; along with successful tower connections from the address on file. Currently, there are no outages or issues in the customers location.

There are troubleshooting steps that the customer can try without contacting our customer support. They can reset their network settings, remove/reinsert their *** Card to help with reconnection, or test the *** Card in a different unlocked device. If ******* ***** has need of assistance with these steps, they can contact our customer service at ************** or via live chat at **********************************************. We encourage them to be ready and willing to complete the required steps on their 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 ************
********************************************************************
******************************

Customer Answer
Date: 09/30/2024

Complaint: 22312599

I am rejecting this response because:
I have been paying for a service that does not work. I can't even make phone calls anymore consistently. The software for the phone has nothing to do with it because my internet works perfectly when I am on wife. I am getting sporadic phone exception. This is completely network problem and I want credit for all the months I paid for without getting promoter service- which is about a year.
Sincerely,

M *****
Initial Complaint
Date:09/19/2024
Type:Customer Service 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.
The cell phone / plan was purchased for my 87 year old uncle. He became sick and never used the phone. ** has unfair business practices. As a customer you are allowed to create an account online. When you want to close your account, you are forced to speak to them and are pressured to keep the account. I was frustrated trying to close the account and suffered emotionally to the point that I feel my civil rights were violated because of being pressured repeatedly. I was finally able to convince the agent to cancel the account I paid the final bill, but CC wants another $10 in late fees. I am asking that CC remove the late fee of $10 and stop harassing me. Since the phone was never used other that showing my uncle how to use it, CC is adding additional late fees every month continuing to harass and bilk me for late fees.
Business Response
Date: 09/21/2024

September 21, 2024

BBB 22310582
****** ******** (#XXXXX6308)

Dear BBB,

Thank you for contacting us regarding ****** Florences complaint and allowing us the opportunity to respond. We apologize for any frustration caused by either the billing on their closed account or the cancellation process.

****** Florences account was closed on 5/24/24 at their request. On 5/27/24, their final invoice of $68.84 was generated with a due date of 6/14/24. However, this balance went unpaid, and when a new invoice generated on 6/27/24, a standard late fee of $5.00 was added, bringing the balance to $73.84. On 7/9/24 Consumer Cellular received payment of $68.84, which left a remaining balance of $5.00 due on 8/14/24. Due to this overdue balance, on 8/27/24 a second $5.00 late fee was added, resulting in a total due balance of $10.

As the final bill has been paid in full, we have waived all late fees on this account. The account has a $0 balance and can be reinstated at any time, should the customer choose to return to **********************.

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: 09/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for your help in this matter.

Sincerely,

****** ********
Initial Complaint
Date:09/19/2024
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.
On 9-17-24 my Consumer Cellular account was hacked and one line was deactivated. I immediately contacted customer service and then went to my local CC store to get it reactivated. Now my account access is blocked for 90 days and I have now way of monitoring my usage or billing. I have spoken with customer service via chat and phone and they just keep saying it is policy and I wont have access for 90 days. So I have service, but no access to my account. I have decided to end my business with CC, but now they will not release my phone (unlock it) so I can switch to another company for 30 days. I am trapped. **************** has been no help. I have transcripts of all of the chats that can prove this. I just want access to my account!
Business Response
Date: 09/19/2024
September 19,2024

BBB 22307211
****** ****** *****4511

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 her concerns about her online account being locked for 90 days. We understand any frustrations caused by online access being locked for a long period of time. We explained that the online account is required to be locked for the security of her phone number and account information since a bad actor/fraudster had taken over a line on her account. ****** explained she needs access to her account. Per Kristys request, we unlocked the account access and assisted her with resetting her password; however, we stressed that the bad actor/fraudster could attempt this again. ****** stated that she understands.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************

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Consumer Cellular

Consumer Cellular

Consumer Cellular

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