Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,485 total complaints in the last 3 years.
466 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/20/2024
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 had them change a phone number from one I had at strait talk. The process failed, which is fine, the problem is it added up six lines to my account and have to pay for them. I asked to take them off. the bill. They took ten dollars off but left me to pay the rest last billing period and one part left to pay on this billing period. I don't think I should have to pay for their computer mistake. I did not add any lines nor did I need to add a line to change to change a phone number. I ended my cell with them but currently have a cellular home phone. I would like to continue business but they should not rip me off like that for what ever reason they have.
Business Response
Date: 06/20/2024

June 20, 2024

BBB File No. 21876722
******************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. On 4/18/24, ******************************* contacted customer service to add a line of service and transfer their phone number from Straight Talk for use on their Consumer Cellular Link II Flip phone. On 4/25/24, it was discovered that the phone number was not active with Straight Talk and the customer opted to have a new phone number assigned. A new line of service was added to assign the new phone number, however, it appears the line added on 4/18/24, was left active in error.

On 5/20/24, credits totaling $10.51 were applied to the account due to no usage. We have reviewed the past usage on the account and applied additional credits totaling $45.67 to the account. The account now has a credit balance of $45.67, which will automatically be applied to the next invoices until used in full.

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: 06/20/2024

Complaint: 21876722

I am rejecting this response because: I didn't ask for a new line. I wanted the cell phone number changed and it already had a line. Why was more than one line opened. The money you reversed was less than I was charged last billing or this billing I'm beginning to think I don't want to do business with you. Please fix this and make me happy, I want to be happy with you Quit ripping me off.

Sincerely,

******************
Initial Complaint
Date:06/18/2024
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 called to have a new phone activated and I requested to have a 30 day trial period. The representative did not mention that I needed to cancel the trial after *********************************************************** about calling to cancel the trial period. I have not used my phone since the 30 days expired. Now I get a bill from consumer cellular that I owe them more money to continue the service. 18 days after the 30 day trial period the bill went from $20 a month to $56. I called and spoke to two different people one was a supervisor and was told they couldnt do anything about the charges even though they were more than the initial charge. I cant believe they are advertising their are number 1 in consumer satisfaction. Totally unacceptable and fraudulent service. Not only did the first representative not complete the activation on my phone when I first called I had to call back two more times just to get my new phone activated. Consumer cellular is not #1 in my opinion. I would not recommend them to anyone.
Business Response
Date: 06/19/2024
June 19, 2024

BBB 21869774
***************************** *****8520

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 account cancellation process. Since we are a postpaid service, the customer is required to call us to cancel their account when they would like to discontinue service. As a courtesy for ***** experience, we refunded their payment of $51.67 for the services charges charged to their payment method on file; the account is canceled as of 6/18. ***************************** should see their refund credit within the next 3-7 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
Initial Complaint
Date:06/18/2024
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 have not received any service from this company. Company sent a bill to acct. ********* in amount of $21.29 on 5/5/2024 to credit card #******1365, but I have not received any service from this company. I am being charged for services that I have not received from this company.
Business Response
Date: 06/18/2024
June 18, 2024

BBB File No. 21865519
***************************** (Account No. **********

To Whom It May *************************** 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 we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.

We have waived the balance due on ************************ account, as no usage was reported. The customer will receive one final invoice reflecting a zero-balance due. We do apologize for any frustration or inconvenience.

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:06/17/2024
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.
Being charged for service that I has canceled due to misreprentation of service offered , false and deceptive avertising
Business Response
Date: 06/19/2024
June 19, 2024

BBB/21860810
*********** (#*****9821)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Mr. **** over the phone today regarding his billing issues. We apologize for any miscommunications on our part.

As per our 100% Risk-Free Guarantee, customers can cancel their service and return their phone within 30 days or 500 MB of usage (whichever comes first) and pay nothing. Mr. **** signed up for our unlimited talk-only plan for $15 plus tax per month, and the service was used. He signed up for the service on 3/26/2024 and did not cancel until 5/13/2024.

The final balance on the account amounts to $45.52. We have issued a $5 courtesy credit, $3.86 as a partial credit on the final invoice, and offered to waive the $5 late fee if the remaining balance of $31.66 is settled.

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: 06/19/2024

Complaint: 21860810

I am rejecting this response because:

they did not disclose that txt service was not included nor that after all their tax and fees the bill was not 15 but actually 25 . Nor did they diclose a month went from the 26th until the 7th when i thought it went from 26th to the 26th . They are even trying to charge more after i canceled the service. They claim they prorated my first ************ declined to prorate from the 7th to the 13th when i called and canceled . I would point out that is again not whats advertised.
i simply want my bill canceled and to walk away but they still want to insist i pay .

Sincerely,

***********
Initial Complaint
Date:06/16/2024
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 properly cancelled my 'Consumer Cellular' service weeks ago with customer service; approximately in April of 2024. I destroyed the ***** card in a fire to be certain it could not be used by anyone else. However, I am still being billed for "Consumer Cellular" services I have not used in weeks. Please help me STOP the billing error to account ending in *****1572. An account that has been deactivated weeks ago. Thank you for your time and attention to this matter. ??
Business Response
Date: 06/16/2024
June 16, 2024

BBB #********
*********************** (#XXXXX1572)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *********************** account was canceled as requested on 4/10/24, 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. If the account was canceled before the end of the billing cycle, the final invoice is prorated only for the days the service was active.

The final charges of $31.14 are for service provided from 3/14/24 to 4/10/24, the date of cancellation, and a standard $5.00 late fee. During this billing cycle, the customer used 28 minutes, 28 text messages, and 252MB of data. Due to the usage on the account, the final charges remain valid and due. There are many options for making a payment. *********************** can pay by phone over the automated system by calling our customer care at ************, by paying online, or by sending in a money order or check. Please allow 7-10 business days to receive and process mailed payments.

Additionally, as requested by the customer, we have removed *********************** name and address from our mailing list. Please know it can take 2-4 weeks for all our systems to be updated. The customer may receive additional marketing materials while all systems are updated. If the customer is a member of AARP, they may receive promotional material for our services through AARP. They will need to contact AARP directly to be removed from their mailing lists.

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: 06/17/2024

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,

***********************
Customer Answer
Date: 07/15/2024
I confirmed with 'Consumer Cellular' customer service that my account was paid in full before I discontinued my subscription with them. Any outstanding balance ($31.14) USD is an error on Consumer Cellular's part. Since it was their customer service representative that confirmed my account was paid in full. I am not accountable and/or responsible for their accounting error. I would like them to stop harassing me with a debt I do not owe. I was planning on continuing their service in the future. However, if they can't forgive a debt from a loyal customer who paid his bill every month on time and in full for several years. Then I will have to reconsider returning as a long time loyal customers and stop recommending their outstanding service and award winning customer service to all my friends and new future friends. Repeat customers is the life blood of any and every successful business. Thank you for your time and attention to this matter. ??
Business Response
Date: 07/16/2024
BBB 21989271
*********************** (#*****1572)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customer's frustrations regarding their final bill. As ************** previously requested no contact from us, we did not attempt to reach 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. The account was closed on 04/10/2024.

The total balance of $36.26 includes charges for the billing period from 03/12/2024 - 04/11/2024 for $26.02 and two $5 late fees. As there was usage through the date of cancellation, these charges remain valid. Per our Wireless Customer Agreement, ************** is responsible for paying for service through the date of cancellation. We may remove the late fees accrued after a payment is made for the final bill of $26.02.

It's important to note that late fees will continue to accrue until the balance is paid in full. If the balance remains unpaid, the account may be turned over to a third-party collection agency. We encourage ************** to settle the balance to avoid these consequences. Our billing department 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.com
Initial Complaint
Date:06/15/2024
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 cancelled my service with them and switched to another company because they kept over charging me and changing my plan without me asking them to and the service was very bad and they are now still trying to to take money from my card saying it's a final charge but the amount keeps changing so I contacted the customer service and the lady was very rude and used derogatory remarks towards me and wouldn't let me talk and kept threatening me that they are going to send it to collections.
Business Response
Date: 06/25/2024
June 25, 2024

BBB #********
********************* (#XXXXX0708)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the negative experience with our agent when ********************* contacted our support for help with their final invoice. We expect top-notch support from our agents and will certainly review the call and provide coaching where necessary.

********************* account was canceled as requested on 5/24/24, 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. If the account was canceled before the end of the billing cycle, the final invoice is prorated only for the days the service was active. Rest assured that ********************* will not be charged for service after the cancellation date.

The final balance of $28.07 is for service provided from 4/26 to 5/24, the date of cancellation. Due to the usage during the billing cycle, the charges remain valid and due. Accounts seriously past due are sent to a collection agency. We must let customers know that collections are possible so they can plan their payments accordingly.

Upon review of the account, the customer has been on the same Unlimited Minutes/Texts and 1GB of Data plan since July 2023. We show that the cellular taxes and fees for his location have increased by $1.65 since then. Taxes are a common concern, and they vary depending on the customers location. There are federal, state, and local taxes on cellphone services, averaging around 20% of the customer's total monthly charge; some areas are higher, and some are lower. It is common for them to change or increase quarterly. Sadly, we do not have any control over the taxes for the customers location.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can help with anything else.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:06/14/2024
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.
I used Consumer Cellular for my mobile service for several years until May 7th 2024. This was for cellular service for phone number ************ (not the phone number listed above). On May 7th I discontinued service with Consumer Cellular and transferred the phone number to Tracfone. I discontinued service with Consumer Cellular because their billing practices started becoming somewhat "suspect" to me. I expected to pay "something" for the service with Consumer Cellular from May 1st to May 7th. I had been paying approximately $25/month for the last several years. Consumer Cellular than billed me approximately $59 for their service. During the approximately ***** times they've called me since then I asked for an invoice because their billing seemed extremely excessive for the short period of time I used their service during the month of May. They have refused to provide me an invoice, and I will not pay what I consider to be an extremely excessive amount for 7 days of service. I will never use Consumer Cellular again. I consider their billing practices to be somewhat dishonest.
Business Response
Date: 06/19/2024
June 19, 2024

BBB #********
*********************************** (#*****1058)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by billing on their closed account.

********************** 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. When an account is closed, there is always a final bill for service through the cancellation date. An invoice detailing the final charges on a closed account is sent, which includes the date when payment for an account set up with automatic payments will be processed.

Consumer Cellular is committed to providing the best value in wireless, 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 changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in our AutoPay program and electronic billing; however, our customer opted out of our AutoPay program, causing the fee to be applied to the account as of 03/24/2024.

****************************** number was transferred to their new provider on 05/09/2024, and the account was closed on the same day. The final balance due on the account, $59.08, includes the following:

Invoice #T041962884 for service from 03/12/2024 through 04/11/2024 $32.50
Invoice #T051830920 prorated for service from 04/12/2024 through 05/09/2024 $26.61
Credit applied 05/17/2024 to remove Connect plan fee ($5.03)
Late Fee $ 5.00

We have forwarded our customer a copy of their final two invoices for service while the account was active to the billing address on file. With a payment of $54.08 posted to the account, the late fee may be waived.

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: 06/21/2024

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.
However, had the company been so forthcoming when they called me numerous times to collect payment, I wouldn't have had to resort to a complaint with the Better Business Bureau to solicit a response.

Sincerely,

***********************
Initial Complaint
Date:06/14/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 14, 2024, I called Consumer Cellular whom my entire family has their phone service with and the first agent I spoke with was exceedingly RUDE. When I asked her if they had tech support - her answer was "somewhat". When I asked her what that meant, she became very argumentative with me, even after I explained that I had just gotten out of the hospital. She continued to argue with me and then hung up in my face.The Second representative was nice but unable to complete assisting me with inserting a micro SD card because our connection disconnected. She never called me back, nor made any attempt to contact **** called in to speak to a supervisor, and explained about the rude, short and argumentative first agent to file a formal complaint and after 10 minutes, our call was disconnected.I don't understand the issue(s) going on at consumer cellular, but they seem unable to assist with basic tech support and the first agent was horrifically disrespectful and argumentative towards me.Our family PAYS CC to have service and support for our technical devices (both the ***************** as well as tech support which is included. CC also markets that they assist people over 55. The first representative needs to be reprimanded and coached (at min.) for how she spoke to a customer. We will wait for CC's response and how they handle this matter before we decide whether or not to cancel our service.
Business Response
Date: 06/22/2024

June 22, 2024

BBB 21853236
******************* (******6931)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Weve had the opportunity to speak with ****** daughter, *******, about her mothers concerns.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 ******* and ***** experienced. We appreciate their feedback and informing us of the behavior,their concerns have been forwarded to the appropriate department for further review and training. Weve issued a $50.00 credit to the account during the conversation, as well as making sure their services are up and running properly.

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: 06/23/2024

Better Business Bureau:
A representative from Consumer Cellular reached out to us the next day and listened intently to what transpired.
I felt heard and that he really understood what transpired and I left the phone call with the trust that they will follow up with the employee that caused the main issue.
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:06/12/2024
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.
Dispute is about being charged $5 because I choose not to do auto draft for monthly bill. On 6/11/24, contacted Consumer Cellular due to increase in phone bill. So, I asked to go down to my original plan, was paying $44 but its now $73. The rep informed me he would update my plan but I Have TO PAY $5 because I do not want payments automatically taken from my bank account. This infuriates me because we are being forced to pay them for paying our phone bill? Before I contact Consumer Affairs, or look for another cell phone service, etc. Please direct this question to the **** etc. Why are we paying $5 because we do not want them to take our money? I need to know the answer and not something like other companies are doing it. Its horrible business practice and it needs to stop! Please review and advise. Thank you. *******************, customer of **********************./************/**************************
Business Response
Date: 06/13/2024
June 13, 2024

BBB File No. 21838002
******************* (Account No. **********

To Whom It May *************************** 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. 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 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.

Please know all non-Legacy customers receive a $5.00 convenience fee and those that choose to use AutoPay and e-Billing receive a $5.00 credit. 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 plans pricing, they would need to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.

******************* had been enrolled in a Legacy plan of Unlimited Minutes for $20.00 plus tax, Unlimited Texts/10GB for $20.00 plus tax and $4.00 plus tax for their SquareTrade Protection plan. On 3/19/24, they were upgraded to ************** for $40.00 plus tax when they exceeded their 10GB plan. When the customer opted to lower their plan, they were moved into our new plan pricing which triggered the $5.00 convenience fee. The customer is now enrolled in Unlimited Minutes for $15.00 plus tax, Unlimited Texts/10GB for $20.00 plus tax, $4.00 plus tax for their SquareTrade Protection plan and the $5.00 convenience fee.

While we cannot remove the $5.00 convenience fee unless the customer is enrolled in AutoPay and e-Billing, as a courtesy, we have applied credits totaling $62.42 to the account and the amount due on 6/28/24 is $11.42.

Information regarding the $5.00 convenience fee is listed on our website and states *The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing.

Customers will also find Information regarding change to service 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 understand the fee can be frustrating, however, Consumer Cellular is committed to being a green company. Eliminating paper invoices and payments is just one of the ways in which we are committed to helping the environment.

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: 06/18/2024

Complaint: 21838002

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 07/09/2024
case ID number 21838002

To Consumer Cellular
Thank you for the credit but I am a concerned customer regarding the $5 fee. I have never entertained the idea of auto payments due to possible overdraft fees and I pay online; it's not costing you anything because I do not receive a bill in the mail. If I do, please stop sending it. Anyway, I pray you revisit your business practices and stop charging customers for not wanting to do autopay. I will be searching for a new phone service who doesn't charge and reaching out to Bureau of Consumer Protection. By the time you charge millions of customers (mostly senior citizens on fixed incomes); you will have made millions of our hard-earned dollars. Again, please revisit your business practice, as a consumer; the $5 just doesn't make sense.
One more note; your customer service team did not know your main HQ locations, addresses or phone numbers; please make sure they are trained to provide that information instead of transferring me to a supervisor. That information should be readily available to them. I worked customer service for many years and I could not believe the lack of knowledge they provided; even told me they could NOT give me a credit.

Thank you
*******************;
Customer of **********************
************
Initial Complaint
Date:06/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
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In 2020 I purchased a new cell phone from Consumer Cellular, who was my cell phone provider. I was given the option to purchase a protection plan from Square Trade for $4.00 a month that I WAS TOLD would give me a new phone if anything happened to mine...damage wise. This sounded like a great idea and I believed what I was told.In February 2024 I purchased a home phone base to transfer my home phone also to Consumer Cellular. They also offered a warranty program for the base, which I originally accepted. I also asked about the warranty on my cell phone and again was told that I had paid into it for so long that I should not cancel now because I basically had already purchased a new phone with the $4.00 payment for 4 years. The **************** person stated again...ITS A NEW PHONE I would be getting.A few months after that my cell phone started freezing every time I tried to use it, so I decided to use the warranty I had paid into for years. This is when I discovered I had been lied to for years.Square Trade informed me that Consumer Cellular only sent out refurbished phones...that I would not be getting a new one and they had no say in the matter...they did not send out the phones...they came from Consumer Cellular.I called Consumer Cellular and asked to speak to a Manager and NOW it was confirmed that they did not send out new phones...but was guaranteed that they were not refurbished....what?Consumer Cellular sent me out a phone that would not download information and the screen kept getting stuck. After hours with them on the phone I was sent to a Target store so they could help fix...which they could not. I then received another refurbished phone that was not my brand and I could not use and was told that was all the refurbished phones they had... I was not entitled to a new one after paying into the warranty for 4 years.CONSUMER CELLULAR HAS TO TAKE RESPONSIBILITY FOR WHAT THEIR EMPLOYEES TELL CUSTOMERS...I still have my phone that does not work.
Business Response
Date: 06/16/2024
June 16, 2024

BBB #********
***************************** (#XXXXX5343)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about ********************** disappointment with the replacement device from Allstate.

When an Allstate claim is filed, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone that is available in inventory. A phone that is marked as Certified Refurbished is a device that was returned by a customer within our Risk-Free Guarantee period. These phones are not defective, they are devices that were unwanted and returned to Consumer Cellular. At this time, we do not sell any phones that have been reconditioned in any way. Once a phone has been removed from the box by a customer, it is no longer considered factory new.

The term "new" is in reference to a replacement phone that is either free or provided with a deductible fee. We understand that receiving a factory new phone is ********************** preference, but we are unable to guarantee factory new phones for protection plan claims.

We provided an offer to purchase a new *********** where ******************** would pay the down payment, plus tax and shipping, and we would provide credit on the account for $3.00 each month until the phone is paid off, which would cover the EasyPay payment for the phone. Unfortunately, we were unable to come to an agreement with 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: 06/17/2024

Complaint: 21829231

I am rejecting this response because:again Consumer Cellular is not addressing the issue of their employees telling customers the warranty . .I had with Square Trade..not Allstate...does provide a NEW phone if the one you purchased is damaged.
Consumer Cellular takes no responsibility for what their employees are telling people. They record the calls....Listen!!! You will hear what I am saying.
I paid into this for over 4 years believing what I was told by Consumer Cellular....then when I needed them to do the correct thing for their customer ...they don't!!!
Theu don't even have the warranty company correct....so I can not say I have any faith in the fact this complaint was looked into. I am not treated as an individual....just a number.
I have no idea what their offer means...pay for a phone but get a $3 credit every month? What does that even mean?
Call your company and ask about the warranty program ...you will be told it is a new phone you received....a refurbished phone ..no one would sign up for it. The refurbished phone I was sent did not work....even Target could not get it to work.

Sincerely,

*****************************

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