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:08/20/2024

  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 don't know who to contact about these type of things and when i did call the 1800 number on the website they kept asking for a code or pin that i do not have considering i did not signed up for any wireless services with consumer cellular my identity have been used to obtain fraudulent goods and services and it is a credit freeze on my credit report also i am disputing charges on my debit card that was stolen but was used to pay for this account. The amount totaling $217.23 i am asking for a full refund and for this account to be closed immediately

  

  Business Response

  Date: 08/27/2024

  BBB 22168196
  *********************************** (#*****1838)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer encountered an experience with their identity being stolen. This often happens when an individual's personal information has been compromised in another way,such as some unrelated data incident that gives the bad actors access to an individual's login and password credentials. The effect is compounded because individuals often use the same credentials across multiple accounts.
  
  After speaking with ************************, the account was immediately canceled and sent to our fraud department for further review. On 08/27/2024,the charges accrued on the account were written off due to fraud, and the account balance owed is $0. Since **************************** credit card was used on the account, we have requested a refund of $217.23, and the customer should receive the refund via mail within ***** business days. 
  
  We recommend that the customer change the passwords to all her accounts, especially email, banking, social media, etc. She should also contact all three credit bureaus and her financial institutions, including retirement accounts, to alert them of possible ID theft or fraud to help prevent further fraud.
  
  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:08/19/2024

  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.

  Approximately 1 month ago, I added an Apple iPhone 15 Pro Max to my account. The device was stolen 1 week ago. I immediately contacted Consumer Cellular and one of their representatives informed me that I needed a police report and a FindMy Phone screenshot of the location of the phone. The locator indicated that the phone was 3 hours from my home, and I drove a total of 6 hours round-trip and contacted 2 Deputy Sheriffs. The Sheriff helped me walk the area in an attempt to find the phone, but to no avail. I obtained a police report and called Consumer Cellular back the following day. The representative I spoke with this time informed me there was nothing she could do. I asked to speak with her Supervisor and, after listening to the recorded conversation with the previous representative, he informed me that she had given me incorrect information and there was nothing he could do. I do not understand how an error on this companys part is my loss. As a nurse, if I gave a patient a medication that caused their death, who would be responsible? Not the patient - ME!!!! All of these events occurred between August 13, 2024 to date. Thank you for any assistance you can provide.

  

  Business Response

  Date: 08/22/2024

   
  
  August 22, 2024
  
  BBB 22163966
  ************************************** (#*****1400)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ***********************-Brittons device has been stolen. We have spoken with the customer in an attempt to help them with this issue.
  
  The customer purchased a new Apple iPhone 15 Pro Max from Consumer Cellular on 7/19/2024. On 8/14/2024, **** spoke with customer service and we explained that, while we do offer protection plans, these only cover accidental damage and post-warranty defects. At that time we also explained that our protection plans do not cover lost or stolen devices, and any remaining balance for the missing phone would continue to be the responsibility of the customer. The representative the customer spoke with did offer a suggestion for the customer to use Find My iPhone to try and locate their iPhone. The customer did call back customer service later that day to inquire about the responsibility of the device payments and was provided conflicting information, which led the customer to file a police report, thinking that Consumer Cellular would waive the remaining balance of the device.
   
  While the device was purchased and sent from Consumer Cellular, once it is in the customer's possession it is their responsibility. We encourage **** to continue to work with law enforcement in hopes of getting the device returned. We understand this may not be the response theyd have hoped for and have offered courtesy credit for the time and frustration that any misinformation may have caused. Currently, **** has declined to receive any credit to the 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 ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22163966
  
  I am rejecting this response because:

  Once again, Consumer Cellular is providing misinformation. I NEVER inquired about payment responsibility. At my age, I know that when I purchase an item, it is my responsibility to pay for it.

  My issue is that an employee of Consumer Cellular advised me to obtain a police report and a screenshot of the location of the iPhone, using Find My iPhone, to call back with that information and a replacement iPhone would be issued to me and the remaining EasyPay payments would be transferred to the replacement device.

  If I had given Consumer Cellular misinformation regarding my bank account so that they could obtain monthly automatic withdrawal payments for the device, it would be my responsibility to correct that information and HONOR what I told them. Im sure if I didnt do that, Consumer Cellular would take legal action against me to obtain every ***** for that device. Therefore, it should be Consumer Cellulars responsibility to HONOR the misinformation I received from their employee.

  The credit that was offered to me was a slap I my face - a credit of $49.00 and a 1980s flip phone?!

  At this point, I feel that Consumer Cellular is placing the blame on me for an error their employee made, and its not fair or HONORABLE!!!

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

• Initial Complaint

  Date:08/17/2024

  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.

  08/15/2024 I was promised the phone would be sent out after I was told to go by Target to show my identity and mail of my current address so I did that and it was confirmed by Target *** at the store and on the phone I was told I will be sent the agreement to sign for phone agreement and I signed it on the 15th and sent it back so I was told my phone will be sent out I paid for the service and down payment for phone taxes and paid to have the phone sent out NOTHING The employee kept trying Argue I told her to read the notes I NEVER SAID TARGET UPLOADED MY INFO SHE IS A LIAR! I sent the documents on Aug 16th 2024 @ 4:26PM my services and phone are NOT being sent out I have paid to get my services and phone mailed out to me I call on Aug 17th 2024 I was again told we have not received the information we asked for so your order is on HOLD! I was told to hold on and told I will transfer you to a supervisor I was on hold from 3-5mins. And on all calls they all came back oh its no supervisor available and it will be from ***** hours for anyone gets back with you I can do ticket for them to call you back again I said I am waiting on a service and phone I have paid for delivery and my order is still on hold I NEED MY SERVICES AND SLIM CARD AND PHONE WHEN IS MY PHONE GOING TO BE MAILED OUT NEXT YEAR.? The customer service is terrible awful horrible customer service

  

  Business Response

  Date: 08/21/2024

  August 21, 2024
  
  BBB #********
  *********************** (#xxxxx4441)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration with fulfilling ****************** device purchase order. When an order is placed for a high value phone, the order is automatically flagged by our billing department for review. This is to protect our customers account security as well at to prevent fraudulent activity.
  
  Our billing department looks at multiple factors when releasing or cancelling an order. As there was an address discrepancy on ****************** order, we advised that we needed a copy of a photo ID with a matching address to be submitted to the billing department for review prior to releasing the order. 
  
  We have reviewed the account and found that ****************** chose not to supply the requested documentation. Upon advising ****************** of what documentation she still needed to provide, she requested to cancel the order. In the future, devices may be purchased in-store at participating Target, ******** or Consumer Cellular retail store locations to avoid the review process.
  
  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:08/15/2024

  Type:Order 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.

  We (myself, my husband, and our 3 children-all with phone lines) started service in July 2024. We were switching from another provider so two of the 5 numbers ported over and received esims. For the other 3 I had ordered 2 moto g plays and 1 iPhone 15 plus. I paid for one g play outright on August 5th and received it a few days later. That same day (8/5) I ordered the other 2 phones and my credit was run and accepted to do the easy pay program. I signed the contracts, obtained receipts and the deal was done. today is the 15th of August -a full 10 days after signing the contracts and still no phones. When I inquired as to where my phones are, I was told that the orders were cancelled due to a fraud alert on my credit report. I was not notified of this at any point in time until today. I assured cc that there is no reason for alarm as the fraud alert happened years ago and that its just there on my credit report. If need be I can get it removed without issue I just need my phones as my husband has been without a phone this entire time and hes lost $2600 in sales because of it. CC then informed me that because there was a fraud alert, the orders were canceled and my money was put on some kind of hold and my contract is somehow not in effect. This is a textbook breach of contract. I paid the money- passed the credit check and was offered the contract which I signed as well as CC. How is it ok for CC to enter into a contract and then just deem it as null and void 1.) without notifying me and 2.) without and retribution to me the customer? Im told that I can have my money back but that I would now be ineligible for easy pay and therefore would have to pay for the phones in full. So let me get this straight: I did everything I was under contract to do- I passed the credit check and signed a contract for two phones I will never receive even though I paid the first installment and taxes and fees I was not notified even when CC sent my first bill of this alleged fraud.

  

  Business Response

  Date: 08/21/2024

  August 21, 2024
  
  BBB File No. 22149310
  ************************************** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ************************************** and were able to assist with placing an order for a new phone using EasyPay. The device has shipped and they should receive it within 3 5 business days.
  
  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: 08/24/2024

   
  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. Consumer Cellular took good care of me once I took it to the corporate level. We will remain their customers.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:08/14/2024

  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 on a *****dollar plan and with in three months they were charging me ***** I called several times same thing every time your not giving us access to your bank,and paying that way,first time they raised it 5.00dollars then bam went up to ***** I called again they said same thing your not paving auto where it comes out of your bank,I said I was on a *****dollar plan,o it's not me *** I don't know,stuff like that but **** stayed inflated to ***** so much for there *****dollar plan.

  

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB 22141849
  *********************** (#*****6986)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on their account. We attempted to reach *********************** to assist with the billing on their closed account but were unable to speak with them. 
  
  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.
  
  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 plan that was too small to cover their usage. Customers may change their plan each month based on the usage. 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.
  
  *********************** opened their account on 02/21/2024 with our Unlimited Talk, Text, and 1GB plan for $20 plus tax.  In addition, they opted to not sign up for our AutoPay and e-Billing options and a $5 opt-out fee was added to the account for a total of $25 plus taxes and fees.  Their first billing cycle was prorated for the days the service was active and the first invoice amount due was $22.04.  Due to data usage exceeding the 1GB level of the original plan, our customer was automatically upgraded to the next available plan and fee, with 5GBs of data causing the monthly fee to increase to $37.79.  Their plan was returned to the original 1GB level, with the monthly service fee after taxes and fees was $32.78, which was due on 05/20/2024, this payment was not received and was included in the final invoice of $49.58, which included the final prorated fee for service from 05/21/2024 05/28/2024.
  
  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 ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22141849
  
  I am rejecting this response because:I signed up for *****plan you jacked the price up it was wrong how you allowed me to go over mega bits scam
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/13/2024

  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 got a new flip phone the beginning of August and for the most part was working ok. Around my house animal control was trying to subdue a ******* but when I tried to call 911, it would not connect. I called the help line for this company and they ran through troubleshooting steps (phone settings, take batteries out put back in, reset, then hit my master reset). When all things were said and done, we tried calling 911 with the new phone, and it didn&#**;t work. We tried it without the sim card and still didn&#**;t work. That&#**;s when they transferred me to another ****** and ask some questions after turning off my phone service. The second ****** said they would not be sending me another phone apparently due to the fact I did not have a warranty. If I did get a new phone I would have to pay the same amount all over again.

  

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB 22136337
  ***** Springs (#XXXXX1771)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the negative experience that Mr. ******* had with his phone. We talked to Mr. Springs on the phone about a solution. 
  
  When we talked to Mr. Springs on August 21, we explained that we had started to process a warranty replacement since we could not resolve the issue with basic troubleshooting. However, while setting expectations for the warranty process, Mr. ******* explained that the phone had physical damage. Since returning a damaged phone for a warranty would result in Mr. Springs being charged for the replacement, we did not complete the warranty process. 
  
  At that time, we explained that while we initially followed the correct policy, we would override that process and provide Mr. Springs with a courtesy replacement. While a warranty replacement is a certified like-new device, we explained that we would send a new device as a courtesy. Sadly, Mr. Springs canceled the service and transferred to another provider. We regret this was not the solution Mr. ******* had hoped for and hope for an opportunity to provide service for him again if things change. 
  
  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:08/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cell phone from Consumer Cellular located in a Target store and was told by the person who sold me the phone that I had 30 days to return it if not satisfied, I noticed on the receipt that I had 12 days, so when I went to return it within the allotted time the people in Target at the Consumer Cellular counter said I had to return it directly to Consumer Cellular when I contacted Consumer Cellular they said call a toll free number when I did I got the run a round and was transferred to 3 different people and was told I could not return it and get my money back so now I'm stuck with a phone I have no use for. This is the service I get for being a Senior Citizen which Consumer Cellular Prey On.

  

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  BBB #********
  ************************* (#*****1601)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to learn that the Target representative provided misinformation during ****************** visit. Please know that we want a better experience for our customers. This information will be forwarded to our retail department to be addressed. While Consumer Cellular has a relationship with Target to sell our products, they are a separate corporation from Consumer Cellular, and all training on the products and services they sell is the responsibility of the store manager at that location. 
  
  We spoke with Mr. ****** on 8/13/2024 and explained our return policy is that equipment purchased in store must be returned to the place of purchase. We dont typically allow customers to return phones to us directly that were purchased at a retail store, however, due to this issue we have stepped outside of our return policy and set up a return for the customer. The device must be in like-new condition; otherwise, it will be denied and sent back to the customer.  
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 08/15/2024

   
  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:08/12/2024

  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 6/22/24 we called customer support about a problem with our phone and were directed to the Consumer Cellular store in ****. The phone was taken away from us and was damaged by an employee at the store. We have been trying to see the video to show the employee was at fault when the phone was taken away from us. We have talked to the store manager, district manager and wrote a letter to the executive resolution/legal department. It has been over a month with no contact or apology. No resolution, and we still have not been provided the video of our visit to the store. If we were not advised to go to the store by customer support, we would not be in this predicament. Don't ever let someone take your property away from you and out of your view. We will never go to that store or maybe any Consumer Cellular store again.

  

  Business Response

  Date: 08/21/2024

  Dear BBB,
  

  We are requesting an extension as we continue to work with the customer to resolve this issue. We do appreciate **** Fehers patience and apologize for the time required to resolve this issue. 
  

  Sincerely,
  

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

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22129988
  
  I am rejecting this response because:

  Consumer Cellular has been contacted several times and still does not investigate this complaint. If they checked the things that were put in the original letter, which was also attached to this complaint, they would find the things I put in the letter and have complained about to actually be factual. 

  Also, if I didn't reject the response the complaint would be closed. There is no investigation, no resolution.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/10/2024

  September 10, 2024
  
  BBB File No. ******** Rebuttal
  **** ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular has a 14-day return period for equipment on existing accounts. In order for a phone to be returned to Consumer Cellular, the phone must be in like-new condition. Any physical damage (including cosmetic damage) or damage due to liquids or extreme temperatures voids the warranty. 
  
  All new Consumer Cellular 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. Any physical damage to a phone voids the warranty, even if it only appears to be cosmetic. The requirement that phones must be in like-new condition with no physical damage is not one that can be waived.
  
  We have spoken with our customer and advised we have stepped outside of our policy and issued a credit of $542.41 for the cost of the phone. We have submitted a refund request, however, as their monthly invoice will generate on 9/12/24, the invoice amount may be deducted from the credit balance on the account. We appreciate **** Fehers patience and apologize for the time required to resolve 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: 09/16/2024

   
  Complaint: 22129988
  
  I am rejecting this response because:

  Upon receipt of the correspondence from your office we await the refund mentioned. This was a two-part issue. A warranty issue and damage from an employee at the store. 
  
  The video was still not made available to us which should show the damage the employee did to our personal property (phone). In the future an employee should not be allowed to remove personal property to another area of the store where the consumer can't see what they are doing.
  
  In addition, I believe video of the incident should be made available to the consumer upon request. Determination would have been made much sooner. This video evidence would have shown the employee removing the phone to the rear of the store while we were engaged at the front of the store. 
  
  **** *****

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been paying on a consumer cellular phone line for my parents. Never late for my bill ..all of a sudden in June for no reason 2 men start answering on the phone line. They do not have access to my parents phone number or their actual phone but when I call them, FaceTime or text all of a sudden, I started getting these two guys, I called consumer cellular. They brushed it off as an **** issue, which was not . Im clearly calling a consumer cellular phone line that I have been paying on . I reached out to consumer cellular to fix the issue. They continue to blow me off on the problem and bill me . I informed them that I was no longer going to pay on a phone line for two other men to use that I dont know , so they tagged me as delinquent and turned the phone off. I tried to call them to change the phone number and start fresh. I said I was willing to pay them for the month of May that I owe them, but I was not going to pay them for June or July for two other guys to use this phone. They were very rude to me , they insisted it was not their problem. It is clearly a mixup in the phone line somewhere on their end. This is the worst customer service Ive ever experienced and believe me Ive experienced some bad ones. I have good credit and I pay my bills on time. I have never had a customer service company speak to me to the way I was spoken to just now ..again I will gladly pay for the month of May, but for them to not even try to hear me or resolve the issue is very negligent on their part. I felt like I was left with no choice but to reach out to you for help. Why would a company want to turn down a good paying Customer when all they had to do was hear me out and resolve the issue.

  

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  BBB 22129157
  ***************************** *****7768
   
  
  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 parents Consumer Cellular phone that she has been paying for. We understand it would be worrying to find that a stranger has access to the phones phone calls and messages. We explained that the phone number had not been taken over; and ***** confirmed that the phone hadnt been stolen, however, the Apple ID may have been taken over. ***** advised she just wanted two months waived and to pay the remaining balance. We waived two invoices and ***** paid the accounts remaining balance of $33.16; ***** advised she doesnt want to troubleshoot or keep the account. The account is canceled,and no further balance will be 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: 08/19/2024

   
  Complaint: 22129157
  
  I am rejecting this response because:
    I had very good customer service from the lady who contacted me but after we hung up, I have seven emails from this company showing a ******************* , even though its only $11 , I shouldnt owe it. I have paid with her and I agreed to. Also, they are showing a new billing cycle, which I didnt agree to, so I still need to get this resolved and get this account completely closed before I have to start this nightmare all over again .Consumer cellular would be a better company if everyone did the job as well as this woman but unfortunately, their customer service is horrible. There is no reason for all of the conflicting emails on Friday after a transfer pin has been sent and clearly made by the customer that this service should be discontinued. I think the Better Business Bureau for always being there to help  

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

  

  Business Response

  Date: 08/21/2024

  August 21, 2024
  
  BBB Rebuttal 22129157
  ***************************** *****7768
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We have waived the recently generated bill of $11.68. ***************************** will receive no other balance notices for the canceled Consumer Cellular 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 ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 08/21/2024

   
  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. Please tell ****** thank you for me. She did a good job and I appreciate her and the Better Business Bureau! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/12/2024

  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.

  After receiving a letter in the mail that offered two lines for $55 dollars I ordered the **** I activated one line immediately however I found that one line had to wait about another month before they would unlock the phone from another company, during this time consumer Cellular apparently canceled the *** card. When I called, they said they would reactivate it, when I got the bill that was supposed to be $52 because of AARP discount, it was over $60 so I called again, they said that I had canceled the original contract by not activating the phone. I told them that I did not cancel the original contract they did it, also regardless if I paid for the original contract, I activated it or used the *** card to pick my teeth it's none of their business they were getting paid per original contract. I tried telling them that their charges were wrong all they could do is read from their script, when I try to get a supervisor all I got was a supervisor reading from the same script. I found I could not get through to a competent person so I simply canceled the credit card. They have been trying to get paid for a $65 charge Plus late fees Plus who knows what, the bill is now 80 or 90 dollars. When I asked them why the bill was so high they said that there was tax some other fees and that because they charged in the rears these were valid charges all other companies although they charged the credit card ahead of the month that you were paying for the bill stays constant with no add-ons. Since they had a credit card on file why don't they charge it ahead of time like all the others and eliminate all these other erroneous charges that they are supposedly able to charge. I believe this is some kind of bait and switch and bad customer service which I do not want to be part of. They know how to call me but still it's all automatic, can't talk to a person and probably not with one with any ability to stop reading from a script, hopefully never again.Thank you, ***

  

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  BBB #********
  ************************* (#XXXXX2800)
  
  
  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 and do not have contracts; service is month to month and remains active until we receive a request to cancel the service, or all numbers are transferred from the account. ********************** enrolled in the Unlimited Talk, text, and Data Plan for two phone lines. As he is an AARP member, there is a promotional price which brings the cost of this plan to $55.00 per month before tax. All of our rates are pre-tax. We apologize if we did not communicate this. 
  
  The taxes on our service include city, state, and county taxes based on the billing address. Federal taxes and surcharges are the same for everyone. In some states, other taxes are charged, such as E911. In some situations, a tax may be based on monthly charges with other taxes combined. Please note that all of these fees are mandated by federal, state, county, or municipal governing bodies, and Consumer Cellular has no control over their type or amount. 
   
  We've removed late fees from ************************** invoice and provided credit toward the secondary phone line's unused service. All other charges are valid, and we cannot provide additional credit. The remaining balance is $85.78 as of 8/13/2024. This includes services received from 5/3/2024 to 6/2/2024 as well as the final bill for service from 6/3/2024 until 6/10/2024. 
  
  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 ************
  ******************************************
  www.ConsumerCellular.com