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:09/05/2024

  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 canceled my account with ********************** prior to my ****** billing date expecting to receive no further bills from them. However, despite cancelling ahead of the billing date not only was a payment deducted for ****** they have now taken a second prorated payment for September. I received a notice that this would occur on 9/10 but they took the payment on 9/5. I feel like they are trying to take advantage of seniors by making their policies and procedures confusing. Regardless of any odd billing cycle issues I see no justification for over a month of additional charges being taken from my account after I cancelled my service. I have been charged for service I have cancelled and never used.

  

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  BBB File No. 22244095
  ********************* (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. Simply put, the customer is not billed for the services and usage until after the billing cycle closes. 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. 
  
  On 9/05/24, we explained to ********************* that the invoice that was due on 8/20/24 for $30.35 was for the service dates of 7/01/24 7/31/24. When his service was cancelled on 8/15/24, a final invoice generated in the amount of $17.27 for the prorated service dates of 8/01/24 8/15/24. ************** can confirm these service dates beginning on page two of his invoices. As valid usage reported through the cancellation date, no refund is due as the charges remain valid. 
  
  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 ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  Date:09/04/2024

  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.

  We contacted Consumer Cellular on July 10, 2024 about switching our 3 phones to their network. We were told that all 3 of our phones were compatible and would work on their network after they checked our IMEI numbers. When we received our sim cards in the mail, we called consumer cellular to port our numbers with them. After CC disconnected our current service with Spectrum, it was at this time that they informed us that none of our phones were compatible and we would need to purchase 3 new phones with them to continue. We tried to switch back to spectrum, but consumer cellular refused to port our numbers back to Spectrum. We were without phone service for several days. Spectrum charged us $60 to reconnect with Spectrum plus the $5.95 charge for the Sim cards for Consumer Cellular. We called Consumer Cellular July and they told us they would refund us to $40.02. But not $65.95 We received a check for $20. We called back spoke with a man named ***** in August and he said he can see on the computer that they we were to receive $40.02 and that we would receive a check for that amount in 2-3 weeks. It Never happened. Called back and they said someone named ****** canceled the $40.02 check that they had already said they were going to send us. I have been asking for call backs concerning this for 2 months and they have refused to return my calls or give me a corporate management number to call. I spoke with 3 different people yesterday and all 3 said I would get a call back same day. Not one call returned yesterday. This is even more serious for the fact they are targeting elderly people by advertising in the **** format. Seems like they are pushing their phones on you. It's not the money, it's the principle of getting you obligated to the point of costing the consumer money. We are out $65.95 based on their word that our phones would work on their network. The fact that their technician said we should have Never been told that your 3 phones would work on their network.

  

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  BBB #********
  ******* ******* (#XXXXX7503)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Mr. ******* on 9/9/2024. Our Wireless Customer Agreement states that devices not sold by ********************** are not guaranteed to work on our network as they were not made to function with Consumer Cellular services in mind.
  
  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. This disclaimer is given to all of our customers upon signing up for service and is also outlined in our Wireless Customer Agreement. Mr. ******* devices initially showed in our system as being compatible but were later found not to be compatible on 7/12/2024.
  
  The customer was initially given a credit of $20.00 that was sent as a check to him on 7/22/2024. We have advised the customer that we have already stepped outside our policy to provide the refund of $20.00. We have also already waived the associated service charges the customer would have had to pay. Since the customer was not charged for service, we cannot offer the additional $40.00 credit previously offered for this issue, as we do not credit for charges incurred by other service providers.
  
  This information and account have also been forwarded to the appropriate teams for further review and training. We apologize for the frustration caused by this issue.
  
  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: 09/09/2024

   
  Complaint: 22238715
  
  I am rejecting this response because:

  In our first call, we were told our 3 phones would work with their network. There was no mention that "they may not work". Their calls are recorded, have them pull the call. If  we had known there was even a 1% chance our phones might not work, we would have not have gone with Consumer Cellular. Their own technician told us, that we should have never been told that our 3 phones would work as there was a Big Red X by all 3 phones as Not compatible. Again, these calls are recorded, have them pull the call. Two separate consumer cellular employees (***** & *****) told us that we were getting a refund check for $40.02  within 2 - 3 weeks, we never received this check. Again, their calls are recorded, have them pull the calls. We want this company to do what they said they were going to do. 

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

  

  Business Response

  Date: 09/22/2024

  September 22, 2024
  
  BBB #********
  ******* ******* (#XXXXX7503)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 9/9/24 and advised him that we are not able to provide the credit he is offering as he never paid Consumer Cellular any money to be refunded.
  
  We have already stepped outside of our policy to offer the $20.00 that was refunded to him previously. Consumer Cellular is not responsible for charges associated with other companies. 
  
  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

   
  Complaint: 22238715
  
  I am rejecting this response because: Consumer Cellular Did Not do what they said they were going to do. What ***** didn't say is he admitted that 2 of their employees stated I was to receive a $40 check and he said they shouldn't have told me that. Call was recorded...Have Him Pull The Call.  I should not have to pay for all their mistakes saying all 3 phones were capable of working on their network and finding out Changeover Day they were Not. Their very own technician stated we should never have been told that our 3 phones would work because on our first call they should have seen the the BIG RED X's on all 3 of our phones that he was looking at on his computer. Then after that 2 separate employees stated they were sending me a refund check of $40, Once in July and another in August. The one in August put me on hold to make sure the $40 check was confirmed...Pull The Call.  I am outside my realm of them costing me out of pocket of $65.95 for their mistakes and only sending me $20. I told ***** this was unacceptable and no way of doing business and I don't see how BBB would agree either. Have them Pull The calls...                                                                                                                                                                                                                                                                                                                                                                                             Thank You                                                                                                                                                                                                                                                                                                                                                                          Russell  *******

• Initial Complaint

  Date:09/03/2024

  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.

  My family transferred our three cellular phone numbers to Consumer Cellular from another provider. After multiple issues, we decided to leave Consumer Cellular. We requested transfer PINs for all three of our lines and Consumer Cellular provided them. We placed a transfer order with the new service provider and were told that there was a problem and that our phone numbers were not being released by Consumer Cellular. When we contacted Consumer Cellular, they said that the transfer PINs probably expired because they expired after five days. It had not been five days, but whatever. They provided new transfer PINs. We had to place a new order with the new service provider and provided the new transfer PINs. Again Consumer Cellular refused to release our phone numbers to the new service provider. When we contacted Consumer Cellular, they said it was because the new service provider was not providing our address to them. If I, as the account owner, have requested a transfer PIN, ********************** has generated it, and I have given it to a new service provider, why is Consumer Cellular choosing to hold our three numbers hostage on an administrative technicality? I'm sure they are hoping we give up and stay with them. Valuing profits over customers, especially when ********************** specifically targets seniors, is gross and predatory.

  

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  BBB #********
  ************************* (#XXXXX2675)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that our service is not working out for *************************. They can absolutely transfer their numbers to another provider. To do so, they must contact a new service provider and ask them to request a transfer of their numbers. Their numbers must remain active with Consumer Cellular during the transfer process. The new service provider must submit the following information for transfer: 
  
  Consumer Cellular Account number
  Secure Port Out PIN (unique for each line)
  The account holder's first and last name and billing address
  The last 4 digits of the account holders Social Security Number.
  
  Once we confirm this information, we will release the numbers, and cancel the customers account. We provided the Secure Port Out PINs for all of ************************* lines on 9/04/24. However, it appears that the new service provider is submitting incorrect PINs for each line. The customer will need to contact our phone support at ************ to receive new Port Out PINs, and have the new provider resubmit their requests. As a security measure, we are not able to release the number if the PIN does not match what we have on file. The customer can also contact the new provider and request a conference call with our customer support at the number above to ensure the PINs are provided and can be verified for each line.
  
  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 ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 09/30/2024

  This did NOT get resolved.  Consumer Cellular provided us transfer PINs a total of 5 times and each time the transfer PINs were not accepted by Cricket Wireless because Consumer Cellular would not verify our three accounts.  We ended up just having to give up our phone numbers we had had for over two decades to get out of this.  It was so frustrating and we honestly felt that we were being held hostage.  It cost us more to sign up with Cricket also by not being able to take our numbers with us.  It has been a big pain and inconvenience and we certainly did not ask for this or appreciate it.  

• Initial Complaint

  Date:09/01/2024

  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.

  Consumer Cellular has been taking money and billing me for plan services for insurance on a phone that was cancelled 3 years ago. I have been paying insurance on a phone that has been cancelled and they promised a refund three days ago. When I call all I am being told is nothing but untruths and excuses. As an elderly 72 year old I feel I have been a target ?? by this company because they made me believe I was safe in their hands but now I feel victimized by this company. I want what is entitled to me and promised to me since it's my money. They need to stop victimizing the elderly community.

  

  Business Response

  Date: 09/02/2024

  September 2, 2024
  
  
  BBB #********
  ************************* (#XXXXX4079)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************************* today.  
  
  We are sorry to hear about the issues regarding an additional AppleCare+ plan. ****************** originally ordered the iPhone 11 on 1/29/2021. On 3/10/2021, an exchange was set up for an iPhone 12. Unfortunately, on 3/30/2021, the exchange was denied as the iPhone 11 had a damaged screen. We did not cancel AppleCare+ because had ****************** wished to return the iPhone 12 upon the return being denied or wished to use AppleCare+ to replace the damaged device; we would not have been able to reinstate the AppleCare+ on the iPhone 11.
  
  AppleCare+ is different from a typical protection plan, as it follows the phone itself whether it is active on the account or not. As a courtesy, we have stepped outside our normal policy and provided reimbursement for the equivalent of 6 months of AppleCare+ payments, a total of $50.00. While this may not be the expected outcome of a full reimbursement, a portion of the responsibility does lay with the customer. As a customer they are responsible for reviewing their invoices and understanding the charges therein.
  
  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 ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22225836
  
  I am rejecting this response because: 

  Consumer Wireless assured me through several of their associates and supervisors I was going to receive a credit of $300.00 to my checking account. I have had 2 brain surgeries I live alone and I am 72 years old. My daughter has been speaking on my behalf and because of my health I don't always understand terms from big businesses such as consumer Wireless. Their behavior through our this process has been disappointing and disrespectful. A credit of $50 is not only insulting but cheap.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2024

  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.

  On Thursday at about 9 PM Eastern standard time. I submitted an order online to activate an eSIM on a device. I already owned and import my number from T-Mobile upon entering all the information I realized I put the wrong telephone number into the port box so I called Customer Support and got a lady who was on the phone for about 45 minutes with she got the eSIM INSTALLED, BUT IT WASNT WORKING WE FIGURED OUT THAT IT WASNT PORTING IN SO SHE CONTACTED ANOTHER DEPARTMENT AND THEY GOT IT TO PORT IN AT THAT MOMENT. SHE SPENT SOME TIME AND CAME BACK ON THE LINE AND TOLD ME THAT I WOULD HAVE TO TRAVEL AN HOUR AND 30 MINUTES TO THE NEAREST TARGET TO PURCHASE A PHYSICAL SIM CARD To which I told her I was unwilling and that the eSIM needed to be activated SHE SAID THAT THEY COULD NOT DO THAT BECAUSE THE SYSTEM WOULD NOT LET THEM AND THEN I WAS BASICALLY TO BE WITHOUT PHONE SERVICE FOR THREE DAYS WHILE WAITING FOR A NEW SIM CARD TO ARRIVE. I TOLD HER THAT I HAD AN ELDERLY FAMILY MEMBER WHO HAD TO CONTACT ME ON THE TELEPHONE NUMBER AS WELL AS MULTIPLE BUSINESS CONTACTS AS I OWN AN LLC, I WANTED TO SPEAK TO A SUPERVISOR WHO WAS A MAN ON THE LINE AND WAS VERY RUDE AND DISRESPECTFUL. HE HAD INSTANT ATTITUDE AS SOON AS HE CAME ON THE LINE AND HANDLED THE CALL VERY POORLY AND TOLD ME THAT I NEEDED TO CALL BACK IN THE MORNING OR GO TO THE STORE AND BASICALLY THAT HE DID NOT CARE THAT I DID NOT HAVE PHONE SERVICE, WHICH IS RIDICULOUS , I TOLD HIM TO NOTE THAT I WOULD BE FILING THIS COMPLAINT WITH THE BETTER BUSINESS BUREAU AND I WAS VERY DISSATISFIED. I ASKED HIM IF I COULD PORT MY NUMBER BACK TO T-MOBILE AND HE STATED THAT I COULD NOT BECAUSE I COULD NOT RECEIVE A TEXT MESSAGE TO THE NEW PHONE SO I STATED YOURE BASICALLY HOLDING MY TELEPHONE NUMBER HOSTAGE AND UNWILLING TO HELP IM VERY DISSATISFIED WITH CONSUMER CELLULAR HANDLED MY WHOLE INTERACTION SPECIALLY THAT IVE BEEN A CUSTOMER FOR LESS THAN 24 HOURS AND IVE ALREADY SPENT OVER AN HOUR HOUR ON THE PHONE TO RESOLVE IT.

  

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB #********
  *************************** (#*****0153)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when *************************** reached out to our customer service team when activating their service.  We have spoken with our customer and the activation and transfer of his number from the previous provider was completed on 08/30/2024.
  
  We appreciate **************** bringing to our attention their recent experience when speaking with our customer service representatives and supervisor.  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 *************************** experienced.  We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded our customers concern to the appropriate department for further review and training.
  
  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 ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:08/27/2024

  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 July 17th 2024 I canceled my service with consumer cellar. I asked what my balance was and got told I was paid in full. I got called August ******* they tried to charge me ******. They said I still had service on 2 pads. I switched to ************************ on July 17th 2024. I changed **** cards on all. They said it was my fault they didn't cancel it. I don't owe them anything.

  

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  BBB #********
  ************************* (#XXXXX2963)
  
  
  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, even when they choose to leave our service. We are sorry to hear this is not what ****************** experienced. We appreciate the feedback shared and have forwarded Ms. ******** concerns to the appropriate department for further review and training.
   
  We have applied a $97.38 credit for periods of non-usage for lines and services. Ms. ******** final balance is $9.12, which covers the usage from 7/3/2024 to the cancelation date of 7/17/2024 after credits. We have arranged for this final payment on or before 9/21/2024. There will be no further charges.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:08/26/2024

  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 7/26/24 I signed a contract with Consumer Cellular for an iPhone and an Apple Watch Ultra on their EasyPay plan. Soon after, I discovered how slow the network was. On 8/6/24 I contacted Consumer Cellular to inquire about my options and if I just needed to return the watch and get one with ******* I asked the representative if it were possible for me to have the phone service with another company and still keep my EasyPay plan, which they agreed I could do and that a bunch of other people do it too. I switched my main phone number to *******, then switched my watch service to *******, and kept my phone from Consumer Cellular and presumably would continue to pay monthly on the watch. Fast forward to today, 8/26/24, exactly a month after I start service. I get an email with (surprise!) a bill for over $700. I already knew before I opened it what had happened. I called and spoke with customer service who confirmed that because I had switched service with the watch, the entire balance would be due immediately.I had signed a contract that agreed to those terms. I knew this, which is why I asked a ton of questions to the representative when I initiated the switchover, to confirm that I could still pay monthly on the watch after switching service.I confirmed with the representative today that because I signed the contract, the coercive tactics from the representative did not matter. I am on the hook for the entire balance due within the next two weeks. I confirmed that if I am unable to pay, that my service would be shut off, the entire balance for the phone would be due as well, which I also cant pay for, then it would go to collections and wreck my credit. All because I took the word of a representative of Consumer Cellular. Apparently I should have gotten a second opinion according to the representative today. Yeah. I know that now that I cannot trust a Consumer Cellular representative. Which is unfortunate and not what I had come to expect.

  

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  
  BBB 22198692
  ******************************* (#*****8101)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of ************************ frustration. We had the pleasure of speaking with our customer regarding the EasyPay agreement and balance due for their Apple Watch.  We are happy to say the issue has been resolved and their EasyPay plan has been restored on the account and payments for the purchase of the Apple Watch will continue monthly.
  
  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 ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:08/26/2024

  Type:Delivery 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 ordered and paid for 1 phone with consumer cellular. They charged me for two phones and we never received anything in the mail. They blamed the nondelivery on the post office who have no idea where they delivered and Consumer cellular wont refund anything,

  

  Business Response

  Date: 09/02/2024

  September 2, 2024
   
  BBB #********
  ***************************** (#XXXXX9094) and (#XXXXX9096)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ***************************** submitted two identical orders within three minutes of each other on 8/20/24. This, in turn, created two separate accounts, with two transactions for two IRIS Easy Flip phones.
   
  The tracking information for both orders show they were both delivered on 8/24/24, at the same time. However, ***************************** contacted our customer support on 8/26/24 inquiring about the double charges and notifying us that the orders have not been received. Due to these issues, both accounts were canceled per the customers request; and any charges for monthly service have been waived.
   
  As the orders have not shown up at the customers address, we have stepped outside of our policy and submitted refund requests for the sale price and tax of the phone orders. The customer will receive two refunds of $64.68 each. Refund checks are printed each Friday, but refund research can take up our billing department up to 3 weeks. If the orders are eventually received or found, please have the ******************* return them to Sender.
   
  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 ************
  ******************************************
  www.ConsumerCellular.com
   

  Customer Answer

  Date: 09/03/2024

   
  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:08/25/2024

  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 have always payed my cell phone bill over the amount is do. And that still charge me the same amount and don't reduce my bill.thay are taking my money and putting it on some others person account instead of mine and if you don't pay your bill thay turn off your service thay need to be check out and thay are riping the consumers off and give people free cell service

  

  Business Response

  Date: 09/04/2024

  
  
                 
  September 04, 2024
  
  BBB 22194659
  *********************(******0540)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is a post-paid company, and invoices are provided 17 days in advance of the customers due date to allow you plenty of time to make the payment. The payment is due by the date on the invoice. If it has not been received by the due date, the account may be subject to service interruption. If the customer is unable to meet the payment requirements, we are happy to work with them in setting up Payment Arrangements. Keep in mind these payment arrangements will not stop a service interruption if there is already a past due 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 ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:08/25/2024

  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 am filing a complaint against Consumer Cellular regarding unfair billing practices and inadequate customer service related to international roaming charges during my trip to ****** and ****** from July 5 to July 18, 2024. Despite following the instructions provided by Consumer Cellular to avoid high charges, I was billed $319.13 plus additional ******************** fees of $109.77, totaling $428.90 -- far exceeding the $100 limit I had set.On June 19, 2024, ******** in the ******************************** informed me to turn off mobile data and only use Wi-Fi to prevent roaming charges. I was quoted a rate of $0.12 per minute for calls, texts, and data in both countries. At no point was I told to use Airplane Mode, a critical step that would have prevented charges.On July 12, 2024, I received a notification that I had reached my $100 roaming limit, despite having followed all instructions. When I contacted Consumer Cellular, I was told my roaming data had been turned off, yet the charges continued. Subsequent conversations with representatives *******, *******, ****, and ***** revealed conflicting information about the charges and the necessity of using Airplane Mode while on Wi-Fi, which I was never initially informed about.Upon reviewing my account, I found discrepancies between my actual usage and the billed amounts. Despite multiple attempts to resolve these issues, Consumer Cellular refused to adjust my bill or provide a satisfactory explanation. Their representatives were often dismissive and unhelpful.I request a billing adjustment of $428.90 to offset the charges and fees I incurred due to Consumer Cellular's failure to provide accurate information and adequate instructions. I also urge the company to improve their customer service protocols to ensure consistent and comprehensive information regarding international roaming.I'm also attaching a detailed account of my interactions. Thank you for your assistance.

  

  Business Response

  Date: 08/26/2024

  August 26,2024
  
  BBB 22193455
  *********************** *****9770
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We understand ************************* concerns regarding their international roaming use charges. We spoke with **** regarding their concerns about their international charges. Most of the international services used were international data. Although a roaming limit of $100 had been set, the data use may be delayed, so it is not guaranteed that the limit of $100 will not be exceeded; this information was emailed to *********************** after the service was enabled.
  
  On 6/19/2024, before enabling international data, we explained that data is charged per 1MB. Therefore, the data charges will accrue fast, and it is essential to keep the data feature turned off in the phone settings unless it is necessary to be used. The international usage is valid; there are no applicable refunds for the balance owed.
   
  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 ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22193455
  
  I am rejecting this response because: My attached summary was obviously not read.

  I am not disputing that I was told to turn off the *********** feature on my phone and only use it in Wi-Fi if I wanted to avoid charges. I did have my *********** turned off the entire time I was on vacation. I also only used my phone when I had verified a Wi-Fi connection. These were the things I was told to do. I did them.

  My issue is that I wasn't told about the need for also using Airplane Mode until after all charges were incurred. That is why I am making this complaint. Prior to this experience, my understanding of Airplane mode was that all Wi-fi and Bluetooth was disabled by this function, so I never would have thought to have it turned on all the time, especially since I had followed the directions I was given. Had I been told to do that initially, I would have done it. That's why I believe there should be some sort of compromise here.

  I look forward to a final response.
  
  Sincerely,
  
  **** *********************