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: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,
  
  **** *********************

• 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 purchased a ******** razor phone appr 6 months ago. Starting the 2nd month I've had multiple issues and I am paying monthly for the phone and service. I also purchased insurance on the phone. They added money to my account monthly to pay for the insurance. Everytime I called they wld send me through different procedures to fix the phone. The phone is so bad it goes completely black and will not charge. I am a disabled senior with only this phone. I finally filed a claim for the phone to be replaced but they want to charge me to replace it! No one told me it wld cost anything, nor should it to replace the phone. It is a very expensive phone and I am on a fixed income. I asked when I purchased the phone, bc I was hesitant in getting it, if the insurance would cover the cost of a replacement phone. I was told as long as it was insured replacing a bad phone would not be a problem. I have missed Dr ************ and important calls because the phone is in credibly bad. All I want is what I've been paying for and I don't think I'm asking too much.

  

  Business Response

  Date: 08/27/2024

  August 27, 2024
   
  BBB #********
  ********************* (#XXXXX7760)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear of the issues that ********************* has experienced with their phone. When a customer contacts us for assistance, there are mandatory troubleshooting steps that need to be completed before a phone can be replaced under the manufacturer warranty. However, the customer can certainly reach out to Asurion to process a claim on their protection plan.
   
  On 2/19/24, the customer placed the order on the phone with a customer support agent. When selecting the Asurion plan, the agent did follow the required scripting advising the customer of the $99.00 replacement fee when processing a claim on the phone. Consumer Cellular also mailed Asurion information shortly after the order was shipped. Additionally, information on the Asurion protection plan can be found on our website. It states, A non-refundable service fee may be required when you file a claim.
   
  The customer can file a claim with Asurion by calling ************, or through their website at www.phoneclaim.com/consumercellular. If the customer wishes to continue troubleshooting the device, our phone support can be contacted at ************. Our U.S. based customer service is more than happy to help. Please note, as of the date of this response, we do show active usage on **************** phone line. It is possible that the issue may have been resolved.
   
  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:08/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke with an agent from the company on 8/22. I was advised that I had a payment arrangement set up and that my account would remain active until 9/3. On 8/24 my account was disconnected. I contacted the company right away and they said there was nothing they could do that when a payment arrangement is set up it doesnt mean service would not be disconnected. I advised them multiple times that a customer service agent told me that my account was active until 9/3. The company would not escalate my call to anyone higher or offer to help me for a mistake they made.

  

  Business Response

  Date: 08/27/2024

  
  
                 
  August 27, 2024
  
  BBB 22190804
  ******************************* (*****3869)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Payment Arrangements prevent further collection activity until the date of the PA. This means that there will be no additional late fees or collection calls/emails once pass the payment date. PAs only prevent suspension of the account if there was no previous balance due before the PA was set. As a courtesy, weve applied a $10 credit to the account for the suspension.
   
   
  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:08/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with ********************** and made monthly payments in a timely fashion. On July 31, 2024 a full payment of 87..42 was made for service covering the June 28, 2024 to July 27, 2024 period. I received a confirmation number ****** for this payment. Thereafter I cancelled my service with Consumer Cellular and I received a Confirmation of *********************** from Consumer Cellular via email dated August 3, 2024 assuring that service would be cancelled as of August 3, 2024. This would result in a pro-rated billing covering 7 days, from July 28, 2024 through August 3, 2024 and a final bill charge of *****. The payment for ***** was paid in full and processed on August 5, 2024. Thereafter, on August 6, 2024, I received another contradictory billing demanding another payment of ***** as well as an "overdue bill notice" received. I contacted Consumer Cellular on the phone to have them correct this and, after going through three representatives who did not know what to do, I asked for a Manager. I was contacted with a Supervisor who would only identify himself as "*******." "*******" contacted their billing department and he relayed a totally implausible explanation - billing made a mistake, there was a crisscross in the processing of the final bill, there were extra charges - all bogus to me. There are no extra charges. New York law governing such situations deems that the cell holder only need have had the service for one month and own the cell phone(s) in question - I did and I do. I asked "*******" for a statement of attestation that this is completely resolved and that no money is owed to this company. He said this was done. When I asked for a full statement with all of the facts he told me that he could not do this but it was on record. How does that help me? I have no proof that the errors this company made are fully resolved. I need a statement with a name, title, and contact information, Please help me.2122//

  

  Business Response

  Date: 09/03/2024

  September 3rd, 2024
   
   
  BBB #********
  ******************************* (#*********)
   
  Dear BBB,
   
  Thank you for contacting us regarding ************************ complaint and allowing us the opportunity to respond. The customers account was canceled as requested on 8/03/24, 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. The customer is only charged for the time the account was still active. The service dates can be confirmed on page two of their invoices.
   
  On 8/05/24, the customer called in to pay their final balance. However, the final invoice, including taxes and fees, was not generated until 8/06/24. The plan charges themselves were generated before the rest of the invoice, which is why $11.29 was shown due on the account. Sadly, this did not account for the additional line fee, maintenance fee, and taxes/surcharges that would also be due. In total, the final invoice would have been $32.36 for service provided from 7/28 to 8/03, the date of cancellation. As a courtesy, we have waived the remainder of the charges of $21.07. The account now has a zero balance, and nothing further will be due.
   
  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 help with anything else.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 09/04/2024

   
  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WAS A CUSTOMER FOR ONLY A LITTLE MORE THEN A MONTH. I SWITCHED FROM ******** BECAUSE THEY CLAIMED THEY WERE CHEAPER. IM ON CHEM MEDS AND WAS HOPING THEY COULD HELP WITH COSTING LESS. BUT AFTER WE GOT THE PHONES, WE WERE NICKLE DIMED WITH EXTRA FEES AND THEN THE PHONES STARTED WITH A LINE ON THE ***** OF THE PHONES. I CALLED THE COMPANY AND THEY SAID THEY WOULD REPLACE ONE OF THE PHONES BUT FOR A COST. AFTER I CHARGED PHONE IT WAS FINE. SO I CALLED AND TOLD THEM.I LEARNED I WAS PAYING JUST THE SAME PRICE BUT WITH WORSE SERVICE. SO I WENT BACK TO TEAM ***** AND THEY HELPED TO SWITH BACK WITH THEM AND THE PHONES WERE FINE. WE MAILED THEM BACK IN SAME BOXES AND THERE WAS NOTHING WRONG WITH THEM. THEN I NOTICED A FEE OF ******. I SENT THE PHONES BACK IN SAME PACKAGE AND THEY WANT TO CLAIM ITS FROM POST OFFICE. WHEN I SAID IT WAS THE EXACT PACKAGING THAT THEY SENT PHONES TO ME THEN THEY TRIED TO CREATE ANOTHER EXCUSE. I HAVE TEAM ***** GUYS WHO WORKED ON PHONES WHO WILL CLAIM PHONES WERE FINE AND I WAS ALSO TOLD THAT THIS COMPANY WOULD TRY TO DO THIS. I DIDN'T BELIEVE THEM. IM DISABLED AND NEED THAT MONEY FOR MEDS AND THEY JUST TOOK MONEY FROM A CLOSED ********* ACCOUNT. THEY WOULDN'T WORK WITH ME AT ALL ABOUT THIS. I WAS SCAMMED. THESE PHONES WERE FINE. THERE WERE NO CRACKS OR ANYTHING WRONG WITH THESE PHONES IN ANYWAY.

  

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  BBB #********
  ********************* (#XXXXX7552)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with **************** on 8/23/2024 and have advised that the charge in question is valid. We apologize for any frustration caused by this matter. 
  
  Consumer Cellulars return policy allows customers to return devices for up to 30 days for a new account. Returned devices must be in like new condition with no visible damage, water damage, temperature damage, or damage caused by a drop or fall. If damage is found the customer will be charged the cost of the device or denied a refund. 
  
  Once the new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. Returned equipment is received and opened in a controlled environment. When Consumer Cellular receives the equipment, it is photographed along with the **** number (a unique identifier) when it is removed from the packaging. This is done to ensure that we have received the correct device and that any obvious physical damage is recorded immediately. 
  
  We received the device on 8/12/2024, which was denied for return due to having physical damage with an internally cracked display. As a result, the customer was billed for the remaining cost of the device, in addition to the final invoice charges after cancellation in the amount of $558.32
  
  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added a phone line back in January for my son. The phone did not work, everything on the phone would open and close back out. I have been sent 5 replacements of the same phone, all of which done the exact same thing. Not to mention the hours I have spent trying to get it fixed. I have been paying a $70 phone bill since January for a phone that does not work. I have contacted consumer cellular many times trying to get the issue resolved but haven't had any luck. Today I called to have the line disconnected and they told me I still have to pay the remaining $51 balance for the phone regardless. I'm not asking to be reimbursed, I'm simply asking for them to take off the $51 they say I still owe. I have paid that amount and then some because the phone has not worked since I purchased it but I have been paying a bill on it. I also was sent the last replacement without my consent and was overdrafts. This was a supervisor.

  

  Business Response

  Date: 08/28/2024

  
  
                 
  August 28, 2024
  
  BBB 22187841
  ***************************** (*****2602)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Weve spoken with the customer at length about the issues they were facing with their device. All new ********************** phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone that is available in inventory. Any physical damage to a phone or damage due to liquids or extreme temperatures voids the warranty, even if it only appears to be cosmetic. As we strive to satisfy our customers, ********************** is willing to step outside of the normal processes and waive the remaining balance of $51.
   
   
  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company switched from Chrome base to Verve base and did not tell customers that the Verve does not have the "star" features (*67, etc.). Phone **** did not know this, either. Does Consumer Cellular save money by not having this feature? What if someone is involved in a witness protection program, custody battle, other legal matter, etc. and does not want their phone number/address/identity disclosed and believes the *67 is blocking their identity on the Verve - but it is not! That could be a sever safety factor, enabled by Consumer Cellular not informing its own customers about this. Recently, the company had a bad update on its Chrome base causing calls to frequently drop. I expected when buying Consumer Cellular that I was getting the same "reliable" service as the big brands for up to half the price. Instead, I bought cheap and got cheap. Also, **** provides the Consumer Cellular signa - yet sends me numerous pop-up ads to switch to them. I believe **** is purposely giving a poor or inferior signal to Consumer Cellular customers because CC is undercutting them in price and the government mandates that CC and others can use their towers/signal. In fact, I just received an **** pop up ad whiled typing the word ****; stupid algorithm/AI or should I say AU. This whole thing stinks. The government needs to step in and find out what is really going on with these weird telecoms. I also had calls frequently drop at the same exact minute every day, supposedly an "update" issue with the Chrome base. And finally, my Chrome base green battery light would flash on its own intermittently which I was told could signal a potential surveillance and/or hacking event, so I unplugged my base when this happened - only for the battery light to mysteriously go out permanently so I cannot see whether it is powered-up, flashing, red or green, whatever. Ridiculous! I will use my investigative Journalism skills to find out what is really going on. The *** and *** have also been involved.

  

  Business Response

  Date: 09/03/2024

  September 03,2024
  
  BBB 22187714
  ***************************** *****3767
   
  
  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 their concerns about not being able to use *67 on their newer home phone base, as well as their call quality issues.We understand it would be frustrating all of the sudden to not be able to use a feature that once worked. ***** switched back to their older home base; *67 is working properly on this base, and the call quality has improved. In the meantime,we are researching why this could have happened with the newer base and will provide an update if we have found the cause of why it is not working.
   
  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:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter reviewed my account for my cell phone ************ today when looking at the website and noticing the most expensive plan, the unlimited plan was $47; however, I have been paying $60 since 09/2022 for a 35GB plan. Prior to that I was on a 15GB plan paying $45 before the company automatically upgraded me when I went slightly over the 15GB of data. Consumer Cellular website said they created an Unlimited Plan (speed throttled at 35GB) in May 2020 for $40. Instead of switching all of the elderly to the better valued Unlimited Plan, they left us all on the 15GB plan, paying more. Then when I went over 15GB in 09/2022, instead of switching me to the $40 Unlimited plan, they switched me to a flat 35GB plan that cost $60. In 10/2022, Consumer Cellular created an Unlimited (speed throttled at 50GB) plan for $47. They have completely discontinued the 35GB flat plan, but have left anyone who was on it, still on the plan, paying $60/month. Instead of doing the ethical thing and switching everyone to the highest plan they had that was only $47. The company should do the right thing and switch the plans, so the customers are not unnecessarily paying an extra $13/month. I am requesting to be credited back $17 for 09/2022, for when the unlimited plan was $40, and also $220 for the $10 more I have been paying for the past 22 months for the 35GB plan when the highest plan they had was the Unlimited plan for $47. I called consumer cellular today and they advised they could not credit me, despite acknowledging what is happening is not right, but the elderly are expected to check their emails on a regular basis and make sure they are not being scammed by their providers. Consumer Cellular executives need to do the ethical thing and switch their elderly consumers that are paying more than their current highest unlimited plan to that plan.

  

  Business Response

  Date: 08/24/2024

  August 24, 2024
  
  
  BBB File No. 22185509
  ******************************* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented some changes to match current industry standards,including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in both our AutoPay program and electronic billing. Customers will receive their monthly statement via email and they can also access their invoice through their online account or from the My CC application on their smartphone. We do accept e-Check and prepaid debit cards for AutoPay. With AutoPay, payment is only taken if a balance is due on the invoice due date. Customers are welcome to pay by check or credit card, however, payment would need to be received before AutoPay is processed on the invoice due date.
  
  When the new plan pricing was set, current customers were grandfathered into their Legacy plan. Customers who are on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. Once a Legacy plan is changed to our new plan pricing, the customer would need to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.
  
  Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a data plan that was too small to cover their usage. If a customer never accrues overages, then we will not change their plan unless they request it. As many of our customers find the upgraded plan to better fit their needs,we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
  
  Information regarding change to service is provided in our Wireless Customer Agreement (WCA) included with all equipment purchases,including SIM-only orders. In Section 1.3 it states: "We may change any terms, conditions, rates, fees, expenses, or charges regarding our Services at any time..."
  
  We have spoken with ******************************* and per her request, moved her into our new plan pricing of Unlimited Minutes for $15.00 plus tax and Unlimited Texts/10GB for $20.00 plus tax. As she is no longer on her Legacy plan, she will need to enroll in e-Billing and AutoPay to have the $5.00 convenience fee waived. ************************ also opted out of the automatic upgrades;once 10GB has been reported, her data speed will be reduced until the new billing cycle begins on the 28th of the month. If she prefers, she can increase her data plan by contacting customer service or via her online account. It is her responsibility to make adjustments to her plan as she sees fit.
  
  As a one-time courtesy, we have applied credits totaling $122.63 to Ms. *********** account. The account now has a credit balance of $122.63,which will automatically 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,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 09/10/2024

  I don't want to settle with consumer cellular for $122. They took from me 24 months @$10 a month. So I will settle for $240. I'm not asking for anything extra, I just want what they owe me. 

  Thank you, 

  ****** Richardson 

  

  Business Response

  Date: 09/21/2024

  September 21, 2024
  
  BBB File No. ******** Rebuttal
  ***** ********** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented some changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in both our AutoPay program and electronic billing. Customers will receive their monthly statement via email and they can also access their invoice through their online account or from the My CC application on their smartphone. 
  
  When the new plan pricing was set, current customers were grandfathered into their Legacy plan. Customers who are on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. Once a Legacy plan is changed to our new plan pricing, the customer would need to be enrolled in ******* and e-Billing to receive the $5.00 credit.
  
  ***** ********** was grandfathered into the Legacy plan of Unlimited Minutes for $20.00 plus tax and Unlimited Text and Data for $40.00 plus tax. If the customer had been moved to the new plan pricing of Unlimited Minutes for $15.00 plus tax and Unlimited Text and Data for $35.00 plus tax, they would have also incurred the $5.00 convenience fee as they were not enrolled in AutoPay and e-Billing. Thus, the difference in the plan pricing would have only been $5.00 a month, for a total of $120.00 ($5.00 for 24 months). As we have already applied credits totaling $122.63, there are no further credits warranted or authorized. While we understand this is not the answer the customer was seeking, the customer has received the appropriate credits for their complaint.
  
  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:08/20/2024

  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 purchased an unlocked iPhone 14 Pro Max and had service with consumer cellular then switched service a couple weeks later and got a new phone from our new provider. I went to add service to my existing phone for my daughter and over and over consumer cellular has told me they dont have a lock on it and apple says they do. They are the ONLY provider that was ever used for this phone. Now after hours on the phone better apple and consumer cellular consumer still insists they dont/cant possibly have the phone locked. Now I have a $900 phone that cant be used.

  

  Business Response

  Date: 08/24/2024

  August 24, 2024
  
  BBB #********
  *********************** (#XXXXX5609)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We appreciate the customers request to have their device unlocked so she can use it with a different service. 
  
  When we spoke to ***, the secondary user on the account, on August 22, she confirmed that she had received a resolution. We explained that while it is normal for a device to become locked to the first carrier it is activated with, we apologize for the delay in receiving the help she needed. We are reviewing our device unlock process internally to identify opportunities to enhance the customer experience in the future.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ******************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  Date:08/20/2024

  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.

  Subject: Consumer Cellular / ******************* phone My name is ***************** and I am submitting this complaint on behalf of my mom, ***************************, who is 92 years old with Multiple sclerosis {MS}.On June 24, 2024 we went to Targets to the Consumer Cellular booth and purchased the ******************* phone. My mom made a phone call and was on that call for a minute or less and the phone died. I then made a phone call on it and the same thing happened to me. The next day we went back to Targets and the Consumer Cellular representative did different test on the phone and could not find anything wrong with the phone. I then called Consumer Cellular customer service. They also did a lot of tests on the phone and could not find anything wrong. Finally, frustrated and aggravated I asked Consumer Cellular customer service if I could return the phone and get my moms money back? Consumer Cellular customer service representatives admitted there is a glitch in the Iris Connect that makes it die while talking on the phone and that the manufacture knows about it and is working to fix it. My question is if there is something wrong with the phone and you and / or the manufacture are aware of it WHY WONT CONSUMER CELLULAR REFUND MY MOM HER MONEY AND YOU TAKE THE PHONE BACK??????My mom is on a fixed income and now besides being taken for her money she has a phone that does not work.I would hope that someone in Consumer Cellular organization will do the right thing and return my moms money back to her.Disappointed Customer ************************ for *************************** ************

  

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  BBB/ 22169931
  *************************** (#XXXXX7671)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for any frustration this has caused **********. We had the pleasure of speaking with the customer regarding their concern.
  
  A one-year manufacturer's warranty covers devices purchased from Consumer Cellular for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and we determine the issue is defective equipment, the customer can process the warranty. The replacement phone is the same model unless it is no longer in stock. When this situation occurs, we replace the device with a comparable model phone that is available in inventory. The warranty terms for a replacement device are to complete necessary troubleshooting. 
  
  As we strive to satisfy our customers, ********************** will step outside the warranty process and allow the customer to return the device in exchange for a different model if no damage is evident. We will also send the customer a prepaid return shipping label to return the defective phone. 
  
  We hope the customer enjoys the warranty replacement 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 ************
  ******************************************
  www.ConsumerCellular.com