Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,482 total complaints in the last 3 years.
- 466 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for their service because the price was right. However, when I got my first bill, I noticed it was a lot more. I immediately shut off the service. Two charges were made on my credit card for two months service. They claim I owe them two more months of service. (?) I never got bills for these two months. (They claim I started service months prior to starting service). They refuse to stop billing. Crooks, thieves! Never trust these people! They claim July I started service. First charge (when I actually started) was 9/11/ and next charge was 10/11.
Business Response
Date: 08/12/2024
BBB 22126781
************************* (#*****4722)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ************** is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage.Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation.
Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on March 19, 2024. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after March 19, 2024, would be provided through PCS. When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (****************************) at **************.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.comCustomer Answer
Date: 08/12/2024
Complaint: 22126781
I am rejecting this response because:How can I owe 4 months of service when I shut it down the first month? They're lying. There are 2 payments for 2 months of service. How and why they can they bill before I even started service? There are no 4 months of bills. (Only 2 bills which I payed). Consumer Cellular has thousands of complaints here at BBB. I have more proof, but I don't want them seeing it for I plan on suing them if this goes any further.
Sincerely,
*************************Business Response
Date: 08/20/2024
BBB Rebuttal 22126781
************************* (#*****4722)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand ****************** frustration with the outstanding balance on the closed Consumer Cellular account. Since we did not receive payment for the final charges, Consumer Cellular is no longer pursuing collection efforts. All contact regarding this balance after 03/19/2024 must be dealt with directly through PCS. They can be reached at **************.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.comInitial Complaint
Date:08/11/2024
Type: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 07/31/2024 I went to the Consumer Cellular website as a potential customer. I verified my ********* phone would work on their network (screenshot attached). I also entered my IMEI and once more received confirmation this EXACT device was compatible. Five days later on 08/05/2024 received SIM card in the mail and ported existing number from ******* to CC network. Voice calls did not work. (Phone unlocked is one more important detail where they can't deflect as possible cause. I successfully ported to *********** on 08/09/2024 when their SIM card was received.) The Consumer Cellular agents appeared to know my phone being used on ******* network had little to no chance of working on CC network. I received a hard-sell to purchase a new device with no effort to correct the issue. This persistent bait and switch gimmick of falsely claiming phones work on their network is especially appalling since they target the elderly and those with little financial means and ability to fight back. I believe this is fraudulent business practices, but am not seeking criminal prosecution in this complaint. That is up to the state attorneys general who are all well aware of this situation. I would like to see Consumer Cellular clean up their act and quit preying on the elderly and those with limited income.the boiler-plate response will be, "We can't guarantee any phone will work on our network". This is disingenuous when they KNOW certain phones from certain networks definitely will NOT work. I have since found an **** compatibility chart ( ********************************************************************************** ) that does NOT list my phone as being compatible. If CC has now moved to almost exclusively using the **** network then that is the compatibility they should be verifying for new prospects.Not a large amount of money, but much frustration and wasted time not to mention no service after porting out of working network only to find you have a brick in your hand.Business Response
Date: 08/12/2024
August 12, 2024
BBB # ********
******************************* (#*****4510)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 8/12/2024, and we have credited the account $5.27 for the shipping charge. We have also requested a refund check be sent to the customer.
While the customer's device model is listed as a compatible model in the screenshot attached by the customer, it is outlined on the first page of that document: Models listed here are not guaranteed to work on the Consumer Cellular network. Consumer Cellular cannot guarantee the capabilities or performance of any individual device that was not purchased directly from Consumer Cellular or an authorized retailer of Consumer Cellular. We apologize for the frustration this has caused and will be sending this to the appropriate department for review.
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.comCustomer Answer
Date: 08/12/2024
Complaint: 22125537
I am rejecting this response because:I do not believe it is ethical to list "compatible" devices that they know or should know are not compatible. The caveat of, "Well we throw together a list of popular devices to get you started into the process, but don't GUARANTEE it will work" is not an acceptable cop-out. Most jurisdictions follow some sort of law of merchantability stating a product or service must work as intended. It is understandable that there may be devices that generally work, but may be lacking a proper software update or some other ***** whether software or hardware that may provide outlier conditions.
This last paragraph will sum-up the matter. The network they are contracting services with does NOT list many of these phones on the Consumer Cellular compatibility list. If the network they are sending the traffic through says the phone most likely won't work then who is Consumer Cellular to override this determination? They need to update their compatibility list to at least exclude devices their network provider doesn't expressly say will work. That is the solution I am pursuing to prevent others from this dangerous hassle where people give up their working providers and get stuck with no service.
Sincerely,
*******************************Business Response
Date: 08/21/2024
August 21, 2024
BBB #********
******************************* (#xxxxx4510)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have made contact with ********************** multiple times to address the issue surrounding our device compatibility list and would like to apologize for the frustration this has caused.
We would like to let you know that Consumer Cellular is currently in the process of working with internal departments to obtain a current list and to update the information listed on our website as necessary to facilitate a more accurate guide with an updated list of approved devices. We hope to make this information more reliable and to alleviate any further frustrations with matters of this nature.
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.comCustomer Answer
Date: 08/27/2024
Complaint: 22125537
I am rejecting this response because:"Consumer Cellular is currently in the process of working with internal departments" While I appreciate looking into it, the matter is not yet resolved as I just went to the Consumer Cellular website and entered the **** for my phone and still receive a message: "Your phone is compatible!". My phone does not have the frequency required for 4G/LTE communication with AT&T or T-Mobile towers and therefore fails compatibility. One must be very near tower with clean sight to have any chance to get a 5G signal. I believe a proper resolution would be to use the compatibility guide that AT&T uses as their main carrier until they have updated their own compatibility lists. Consumer Cellular has the ability to use this existing compatibility list today which is much more restrictive. Failure to do so leads me to continue to believe the objective is to get the consumer hooked into the process of porting their service and then selling them a new phone once they are stuck. Fewer people would begin the process if they knew upfront their phone (which works with present carrier) would not work on the Consumer Cellular network.
Sincerely,
*******************************Initial Complaint
Date:08/09/2024
Type: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.
This is a monthly service plan with ongoing coverage/data issues within the past 12 months that have worsened to the point that I am not getting the service that I am paying for (which is a deceptive trade practice in *****).Business Response
Date: 08/18/2024
August 18, 2024
BBB #********
***************************** (#xxxxx7201)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ***************************** multiple times from 8/9/2024 to 8/18/2024 in an attempt to reach a resolution.
We have verified that all troubleshooting steps have been completed to rule out her device having an issue. We have submitted a ticket to our carrier to attempt to resolve the signal issue she has been experiencing. Our carrier confirmed there were 2 outages that could be the cause of the issue. 1 of them has since been resolved on 8/12/2024, and the other does not have a planned restoral time available. This may resolve the customer's issue, but we cannot guarantee this will be the case as she has indicated this issue has been ongoing for several months prior to the start time of the outages.
The customer is experiencing a signal issue, so we have recommended using the device near a door or window and using Wi-Fi calling when available to alleviate the issue when there is a lack of signal. Additionally, our Wireless Customer Agreement states that we cannot guarantee coverage will be available in all areas. The customer accepted this agreement by signing up for our service.
We understand the frustration this has caused the customer, and we would like to extend our apologies. As a courtesy, we have applied credit to the customer's account in the amount of $150.00.
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.comInitial Complaint
Date:08/07/2024
Type: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.
Original D-o-T: 07-27-2024 $50.66 was paid by debit to Consumer Cellular for the purchase of a new phone. The phone was received but did not include a wall plug charger so I could not use it. I arranged for a return [of the phone] to Consumer Cellular. As of 08-07-2024, I was advised that I would receive a refund for only $38.66; when I contacted the company, I was told that the remaining $12 [the cost to ship TO me] could not be refunded as it was "paid to the ****** There was no payment made by me to the **** directly to cover the shipping costs; my payment of $50.66 (above) was to Consumer Cellular only.Business Response
Date: 08/09/2024
August 9, 2024
BBB #********
************************* (#*****0755)
To Whom It May ********************* 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.
********************** offers a Risk-Free Guarantee period to try our phones. When a customer has purchased a phone from us, they are welcome to exchange or return the device within the Risk-Free Guarantee period, which for existing customers, is fourteen days from the date of shipment. We will send a postage-paid shipping label to return the phone and refund the cost of the phone, less the original shipping fee, after inspection. All equipment must be in like-new condition in their original packaging. Devices must be returned with no physical damage (cracks, dents, scratches, unsanitary) or damage due to liquids or extreme temperatures to be eligible for a refund or exchange. *********************** purchased a ******** Moto G 5G device using our EasyPay financing option. The phone has been returned and our customer received a credit totaling $38.66, the down payment and sales tax paid at the time of the purchase. The credit was applied to the credit/debit card used for the original purchase.
At Consumer Cellular, we strive to provide the best price plans in the market, including no activation or equipment upgrade fees, unlike other cellular providers. As Consumer Cellular uses ***** all shipping charges are directly paid to **** to cover mailing costs and, as a result, are nonrefundable. However, as a courtesy, we have stepped outside of our policy and applied a credit totaling $12.72, which includes the original shipping fee of $12 for the phone shipped and sales tax, $0.72. The credit will be applied to our customers next invoice for service.
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.comInitial Complaint
Date:08/07/2024
Type: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 was unable to make a payment on my account due to the submit button being greyed out on the website, so I had to call in. When I called in, I specifically told the woman I wanted to only pay 90. She clarified, asking if I wanted to pay the $89.02 that was previous due and I said yes. She confirmed and said I would receive an email. I thought everything was fine until I looked at my bank yesterday and saw I had been charged that first amount and then they took the remaining amount due, which was NOT authorized. I called in today, because I wanted them to make it right. They effectively stole from me by taking money from my account without authorization. So when the girl on the phone talked to the leadership team, they said they couldn't do anything, I would have to file a stop payment, and that I would be charged a $25 return fee. This is absolutely ridiculous that they stole from me, and then not only am I expected to have to file everything with my bank, but they're going to charge me for it. Not to mention the overdraft charges, and stop payment fee I may receive from the bank. I want them to reverse this transaction and give me an explanation of why they took money that was not authorized out of my account.Business Response
Date: 08/13/2024
August 13, 2024
BBB #********
*********************************** (#XXXXX4637)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the misapplied additional payment, which resulted from an agent making two separate payments on their account. This violates our policies, and the incident has been forwarded to the appropriate channels for training.
When ************************** called in to make an eCheck payment, we can confirm that she requested only one payment. Unfortunately, we do not have a way to stop or return an eCheck payment. We expedited a refund check to ************************** for the greater payment of $89.86. This check was mailed on 8/9/2024 via standard mail. We have also provided a credit on the account for $89.86, which will apply toward her next invoice.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.comCustomer 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:08/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Consumer Cellular in July about my bill for my cell phone. I found out that I was charged for two years for a home line that was never set up. I was only given 9 months of credit I would like a full credit for the two years I was charged. The invoice was sent via e-mail, and I was unable to get into the invoice via my account until Monday 8/5/24. I am disable and I have read other complaints that show similar situations. Therefore, this is a pattern with this company in taking advantage of the elderly and disable. I have called Consumer Cellular 3 times and expressed my disappointment in them. I am especially disappointed since this is the reason chose them over ***** I have been a customer since 2017.Business Response
Date: 08/09/2024
August 9, 2024
BBB File No. 22103552
*********************** (Account No. **********
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on this account. We reviewed ************************* account and show there was a secondary line that was requested to be activated, however the line went unused. This line does now show any recent activity, and was disconnected in July at the customers request. ***** says they were unaware about being charged for a second line, as they are enrolled in online billing but were unable to log in to the public website to view their invoices.
We have spoken with *********************** about these concerns, and have assisted with ensuring that the customer is able to log in to the ********************** website to view their billing information. We have also applied an additional credit for six months of service for the disconnected service line. If ***** has any issues with viewing invoices in the future, we are more than happy to assist further at that time
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.comInitial Complaint
Date:08/03/2024
Type: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 call into cancel services July 22, 2024, however they charge me up to July 31, 2024. Even call in with Verizon agent on the 23th of July due to phone being lock. I cancel due to poor signal all around ************, **. Especially in rural areas signal can only make calls if you connect to wifi. The reason I am up set because Consumer Cellular's customer service is trying to tell me I owe them for a month in a half. I explain to him when I initially sign up with them, with my own phone, I paid for service in full. I PAID FORWARD NOT BACKWARD, Consumer Cellular was paid ever month though direct deposit, so how in the world do I owe $86.91 on August 5, 2024. Unreal is all I can say.(Text message from Consumer Cellular's to switch services)"In order to transfer your existing cellphone number, provide PIN # ****** to your new carrier. This allows us to authenticate the request to release the number." RECEIVED Friday the 19th of July!Business Response
Date: 08/06/2024
August 06, 2024
BBB 22088692
***************************** *****3166
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 corresponded with ***************************** regarding their concerns about the balance owed on their account; we understand their concerns about being billed for our service since they have transferred to a new provider. Consumer Cellular service is postpaid; we charge for the previous month's usage, not prepaid usage that would occur in the future; any bill that ******* paid was for previous service used, not service going forward. Terences Consumer Cellular account was canceled on 7/31/2024, the day their phone number had officially transferred to the new provider. If the new provider billed ******* for any days before 7/31, ******* may ask them to apply any credit for the delayed start.
*********************** final Consumer Cellular balance of $30.92 is for the billing cycle 07/01/2024 - 07/31/2024, when the service was active and used. Once this is paid, they will receive no further invoices from Consumer Cellular, and the balance will be $0.
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.comCustomer Answer
Date: 08/06/2024
Complaint: 22088692
I am rejecting this response because: As I previously stated and posted I called them before the 31st and I posted the pin number that was given to me by ********************** on the 19th. At that time it was not explained to me that service had to be switched before disconnection would accuse.
Sincerely,
*****************************Initial Complaint
Date:08/03/2024
Type: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.
My husband and I tried to establish service with consumer cellular. We could not receive calls. After 2 days of trouble shooting with CC on phone we requested service to both phones be disconnected. We went back to GCI our former carrier. Because Consumer Cellular had placed a hold on my phone number I used a new phone number to change back to GCI. Consumer cellular continued to charge me for services I never received on the original number. I was never told by consumer cellular that the old number had to be transferred in order to cancel service.Business Response
Date: 08/06/2024
August 06, 2024
BBB 22088387
*********************************** *****9646
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 the final account balance. ********************** is a postpaid service; we charge for the time the account is active up until the cancelation date. Since we did not receive a request to cancel the line, it remained active which caused ******* to be billed for that time. However,since the phone had not been used, we waived the final invoice of $42.23 and refunded the original form of payment that was charged $58.33; the refund should be received within the next 3-7 business days. As of 8/6/24, ******** account is canceled, and the balance is $0.
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.comCustomer Answer
Date: 08/06/2024
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:08/02/2024
Type: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.
This is the second time I'm receiving a very large bill from the company, almost $198. I have no idea why unless it has something to do with my bank.(Attached is a paystub showing I had no income for a few months.) I was having some issues with my bank account but it has been resolved and should be able to draft. Like I said this is the second time this has happened so I want to get at the root at what is causing these problems.Business Response
Date: 08/09/2024
August 9, 2024
BBB File No. 22080938
********************* (Account #**********
Dear ********************,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken to *** and they have confirmed their concerns 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.comCustomer Answer
Date: 08/13/2024
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. There customer service department answered my questions satisfactory.
Sincerely,
*********************Initial Complaint
Date:08/01/2024
Type: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 been with Consumer Cellular since 2021. About 2 to 3 months ago, I begin to have problems with my phone service. My bill started to increase because I went over my data usage by point 6. I would call and it would happen again. I also got locked out of my account *** and one can fix it or tell me why. I have had enough, and I am trying to my account number so I can change companies. They refuse to give me that without the account number, I cannot keep my number.Business Response
Date: 08/03/2024
August 3, 2024
BBB File No. 22078521
************************* (Account No. **********
To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. In order to port-out a phone number from Consumer Cellular to another service provider, the new service provider will need to submit an electronic port out request with the following information from their Consumer Cellular account: Account holder name, Account number, Billing Zip code and matching SPOP (Secure Port Out PIN) Once received, if the information matches with their Consumer Cellular account, the port-out will be confirmed and the number released.
Consumer Cellular takes the security of our customers very seriously. To ensure our customers information is protected, we are unable to verbally provide the customers account number. Customers can find their account number via their online account. As well, the account number is listed on the customers monthly invoice.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
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