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:06/10/2024
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.
Purchased a phone from consumer cellular in February it stopped working call 5 times on the phone for a long time each time they said they cannot fix it and cant send a new phone so what do I do now? Also sent another bill to pay
Business Response
Date: 06/14/2024
June 14, 2024

BBB #********
********************************* (#*****0201)

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 warranty process and billing on their 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. As a courtesy, we have waived the final invoice for service on our customers closed account from 06/01/2024 through 06/05/2024. The final amount due on the account is $31.64 for service from 05/01/2024 through 05/31/2024.

Our customer purchased the ********************** IRIS Connect on 02/09/2024. They contacted our customer service on 06/04/2024 due to the phone not powering on and needing assistance. Due to the phone being locked to their ****** account, the manufacturers 12-month warranty is void, and the phone cannot be replaced. Consumer Cellular provided options to reset the ****** password using a separate device such as a home computer, however, ********************************* declined these options and requested to cancel the service with Consumer Cellular on 06/05/2024.

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: 08/09/2024
Case #******** I did enter the correct pin number into the phone several times while on the phone with consumer cellular and told the each time I called it wouldnt work maybe they should have me send the phone number back and fix it or give me a new o
I have read comments from consumer they were contacted 3days in a row we followed every instructions to the t and nothing worked that is why we asked to return it to them and see if they would get it to work one fellow was very nasty in total I spent at least 4 hours on the phone with them they are not a user friendly company Im so sorry to have done business with them now they are lying about the truth I have heard many complaints about them I hope the bbb doesnt get influenced by them I am a Davy pc user so I did everything they said truth is the phone mal functioned and is useless hope you can help thanks so much God Bless
They are not being truthful we didnt decline anything we did everything that was asked of us why wouldnt we he wanted to use his phone he was paying for so the third day after being on the phone with the agent we said if you cant fix it and wont replace or take it back stop auto pay and thats how it really happened thanks so much
What kind of business are you your product stops working in 4 months and your instructions arent working after talking to with you 3 days in a row take the phone back fix it but you wont even do that so I loose out the phone is useless but you want another month payment I read reviews and Im not the only unhappy customer
Customer Answer
Date: 08/20/2024
I am looking to return the non working phone to them and get my money back because I just went out and bought another phone that actually works I only had it 4 months and I dont wanna send them a wooden nickel as they keep sending me a bill for the broken phone thanks so much God Bless stay safe
Hi just to update you consumer cellular keeps adding money to my bill they called me yesterday with that information
Business Response
Date: 08/22/2024
August 22, 2024

BBB #********
********************************* (#*****0201)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any inconvenience caused by this issue.

As previously noted, our customer purchased the ********************** IRIS Connect on 02/09/2024. They contacted our customer service on 06/04/2024 due to the phone not powering on and needing assistance. Due to the phone being locked to their ****** account, the manufacturers 12-month warranty is void and the phone could not be replaced. The phone is not eligible to be returned in exchange for another device or for a refund of the purchase price because the device is locked to our customer's ****** account and the phone is no longer in like-new condition. However, as a one-time courtesy, Consumer Cellular has waived the remaining charges and the account is now paid 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
Initial Complaint
Date:06/09/2024
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.
Multiple calls to customer service from initial purchase of ********************** phone plans, my phone has quit working on their network multiple times, my data has not been slowed down, it just stops working, company provides solutions then does not follow through, they claim if I spend more money(around$2,000+) I wont have these issues. They keep lying to my family and taking money from our account without providing any services and a lackluster effort to maintain their agreement. Rude and indecisive employees.
Business Response
Date: 06/16/2024
June 16, 2024

BBB #********
******************* (#XXXXX2329)

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 has been experienced. We have forwarded these customer service concerns to the appropriate department for further review and training.

With unlimited data plans, there are no limits to the amount of data a customer can use, however, data speed is reduced once a customer has used a preset amount of data. This is a general standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. Once a ********************** customer has used 50GB of data in a billing cycle, their data speed will be reduced. The reduced speeds will last through the end of the billing cycle at 512Kbps.

After reviewing the customers account, during the current billing cycle, well over 50GB has been used. The information about our unlimited data plan is available in our Wireless Customer Agreement on our website, section 1.3: For customers enrolled in our largest data plan, access to high speed data will be reduced if the plans data limit is exceeded, and you will experience slower speeds for the remainder of the billing cycle. We apologize that we are unable to provide a refund for the service in this situation.

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: 06/28/2024
Thank you for reaching out the consumer cellular on my behalf, I would like to follow up with an update on my status regarding Consumer Cellulars resolution to my issues. Not one attempt has been made to contact me or provide any other information besides the blanketed statement sent by a ******************** From the resolution administration. Apparently I was not clear or somewhere it was miscommunicated that I was not throttled down my service was completely INOPERABLE. My wife and daughters phones and service continued on with no interruptions and when my SIM card was swapped out with my wifes device it worked perfectly fine. Another attempt was made to get my issue resolved and an associate acted as if my issue could not be explained and then ironically my call was dropped and no other attempt on their end was made to return a phone call in which it was impossible because then my phone went to SOS mode. This is a dangerous position that the company has put me in because of my occupation as a director of water quality for our county school cooperation. If this continues without resolution and there is an instance where I would not be able to be contacted in the event of an emergency or unsafe situation I will be forced to take legal action in the future so I hope this will not ever be an issue. At this point it is very clear that they have given up as to revolved my inoperable phone and decided to provide an cowardly excuse like throttling down while belittling me as a customer like I would not understand how simple telemetry of the earth, atmospheric pressure changes, advertised but not guaranteed speeds, and the existence of bandwidth sharing amongst other satellite networks. I hope this helps and I also would hope that no one will have to experience this time of treatment in the future.

Good day!
Initial Complaint
Date:06/06/2024
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 identified three unauthorized charges on my credit card from Consumer Cellular. I have attached all available statements that display these charges. Unfortunately, the statement with the most recent charge is not yet available.
Business Response
Date: 06/15/2024

June 15, 2024

BBB 21813669
*************************(*****8015)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. An account was opened on 1/28/2024 by ************************* for Consumer Cellular. The customers number was ported on 2/6/2024, with subsequent follow-up calls made to *************** due to no usage on the account. This continued until the time we received the customers complaint 6/60/2024, during this time 3 payments were taken from the card that was placed on file during the accounts creation. Since we were unable to contact the customer, weve canceled the account due to no usage and refunded all payments made for a total of $88.15. If the funds cannot be refunded to the card on file, a check for the amount will be made out and sent to the address on file.

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:06/06/2024
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 bought a A35 ******* phone from consumer Cellular there service and phone didn't even work two days they said I would get a full refund if I returned the phone with in 30 days they about $15 in fees and gave me a lot of hassle about returning it I hope you can help me BYE
Business Response
Date: 06/07/2024
June 7, 2024

BBB File No. 21811628
*************************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers a Risk-Free Guarantee (RFG) period to try our phones and services. If within the first 30 days or 500 MB of data use (45 days or 500MB of data use for AARP members), whichever comes first, you are not completely satisfied with our service or equipment, simply cancel and we'll waive any service fees. As well, if you have purchased a phone from us, you are welcome to exchange or return the device. We will send you a postage-paid shipping label to return the phone and refund the cost of the phone 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. Devices purchased from participating third parties are governed only by that stores return policy and any exchange or refund is provided at their sole discretion.

*************************** established service and purchased the ******* Galaxy A35 5G with EasyPay on 5/23/24. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

The customers account was cancelled on 5/30/24, per their request and the service charges were waived under the **** As well, a return was set up for the ******* Galaxy A35 5G and a prepaid return shipping label was sent to the customers address on account. The return is due back by 6/22/24 with an expected refund of $44.79 (shipping fees are not refundable).

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: 06/25/2024
This is *************************** case #******** I have returned the phone to Consumer Cellular they still not issue me a refund hope you can help me with this THANK YOU BYE
Business Response
Date: 06/25/2024
June 25, 2024

BBB File No. ******** Rebuttal
*************************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. Consumer Cellular processed ***************************** ******* Galaxy A35 5G was processed for return on 6/21/24. Upon inspection of the device, the *** tray was found to be missing and ,$10.00 was deducted from the refund amount. A credit of $34.04 was issued to the credit card on file on 6/21/24.

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:06/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 16th, 2024, I signed up for service for the 5GB data plan and on that same day I was required to pay $25 plus tax (which I thought was odd because I have never had to prepay for mobile phone service before). Also, upon sign-up and prepaying for service on 04/16/24, I utilized their promotional offer code as advertised on their site that was for new customers to receive my second month free. Now, today is June 6th and I received robocall today from them saying that my account was late, which can't be true because my second month is free. So, I contacted their customer service via live chat and was told that since they are "postpaid" that I wouldn't be receiving this month (the second month that I have been on service) but rather next month's service free. This is a blatant act of false advertising and CONSUMER ABUSE and I urge everyone to reach out to the *** and your local ************************* IMMEDIATELY, which is my next step.
Business Response
Date: 06/07/2024
June 7, 2024

BBB #********
********************* (#*****4095)

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 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. When setting up the service with Consumer Cellular, the only cost will be the purchase price of a new phone plus tax and shipping. Since we are not a prepaid service, there is no charge for the service until the first billing cycle has been completed.

Our customer purchased the ******* Galaxy S24 Ultra using our EasyPay financing. The amount paid at the time of the order, $155.69, includes the initial downpayment of $27 in addition to the total sales tax on the sale price of the phone, $116.69, and $12 shipping cost. There was no payment of $25 for service. The current balance due, $29.28, is for the first pro-rated billing period for service from 04/16/2024 through 05/14/2024. Once the second invoice is processed on 06/17/2024, credit for the 2nd Month Free promotion will be applied, and ********************* will receive an invoice showing the amount due for taxes and fees.

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: 07/09/2024
Hello there,
No, I do not accept Consumer Cellulars reply.
First, I went ahead and paid the first balance due which was $28.98, however according to the response I received via the BBB, I understood that Consumer Cellular would apply the promotion that I received upon sign-up for the second month free to the next bill (the date of the next bill was not 06/17, but actually 06/11) and the amount due on this bill IS a whopping $36.40. So, THEY DID NOT FOLLOW THROUGH with their promises as they stated they would here on the BBB website. I am glad and thankful to the BBB that I have proof and that other innocent consumers out there can see clearly that Consumer Cellular did NOT adhere to their promises. To date, I am still waiting for my second month free promotion that I was promised upon sign-up with Consumer Cellular.
Business Response
Date: 07/10/2024
July 10, 2024

BBB #******** Rebuttal
********************* (#*****4095)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. ********************* started service with us on 04/16/2024 during our 2nd Month Free promotion. This promotion offered new and returning customers to receive their second month free if they signed up for service from 4/01/24 - 5/31/24. The promotional credit is for the base service fee; customers are responsible for taxes, fees, and other 3rd party charges incurred. This promotion was only available through Consumer Cellular. As stated in the terms and conditions of the promotion, this offer may be modified or discontinued at any time. Service must remain active through the second month of service to receive this promotion.

The customers account was immediately cancelled when their line of service ported out to their new service provider on 06/11/2024. As their service was cancelled before the end of their 2nd month of service, the promotion was automatically removed.

When the previous response was sent, the customer's account was active and eligible for the 2nd Month Free promotion. However, the account has been closed, so the offer is no longer valid. The final charges are valid and due immediately. We apologize for any confusion or misunderstanding.

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:06/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new phone 5/30/2024. My 3rd phone over pass 10plus years. My problem is I am not able to activate it myself(80years old). In the past I would go to consumer cellular counter at target to have it activated and all info transferred to new phone, Problem is that consumer cellular stop having local targets (3) within 15 miles offer activation service! **************** Rep stated that I would need to go 60 miles to ******** for activation service. My complaint is why are they selling locally but no customer service!!
Business Response
Date: 06/05/2024
June 5, 2024

BBB #********
***************************** (#XXXXX5954)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ************************ was unable to get in-person support at Target recently.

Consumer Cellular has a relationship with Target to sell our products; however, they are a separate corporation from Consumer Cellular. The products they sell and services they offer are the responsibility of the store manager at that Target location; this also includes staffing and having Target Techs available in their ************************ We understand that in-person support is important and apologize that this is no longer offered at Ms. *********** closest Target locations. ************************ indicated she would get assistance on Sunday with setting up her phone. If needed, our U.S.-based customer support is always happy to help over the phone or through our online chat.

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:06/04/2024
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.
************* was turned off 5/31/24 and CC couldn't tell me why because didn't I forgot my pin# which is required for "anyone" including supervisors to access my account. Without the pin CC couldn't get into the account to change the pin. Which of course I was left helpless. Was told that 8 x. My wife, having medical issues ended up in the hospital since she had no way to contacting me to help her.After over 30 hours on the phone with several people including supervisors they insisted there was "nothing" that could be done to get me phone service. Called 6/2/24 and was transferred again, this time to a to an IT person. After a few hours he was able to get the service back on. ???? That is my first issue, Needs to be changed. Has to be someway to by pass the pin "policy" using a different method. 2nd CC locked me out of their CC web site for "security" reasons because of "possible" fraud which I appreciate the security measures BUT CC keeps me locked for 90 days!!!!! And then I'm to change my password. My password could be changed today if allowed but I have to wait 90 days???????? Supervisor said there was no one higher then him that I could speak with??
Business Response
Date: 06/10/2024
June 10, 2024

BBB 21801194
*************************** *****2759

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for the experience *************************** encountered with their Consumer Cellular account.

We spoke with *************************** regarding his concerns about his online account access and why his service stopped working. Although we were able to successfully help ******* regain access to the number on his account, on 5/31/2024, one of ******** lines was fraudulently taken over. A SIM Swap scam (also known as Port-Out Scam, SIM Splitting, and Simjacking) is a type of account takeover fraud that allows fraudsters to take over phone numbers so they may have access to financial and personal accounts when two-factor or multi-factor authentication has been set up on the account. Sadly, this type of fraud is common in the wireless industry.

As soon as we discovered what happened with ********************** line, the online account was immediately blocked; the access will remain blocked 90 days from the occurrence to prevent further attempts. Its important to note that the bad actor(s) had online account login and password information from another source to gain access to Kenneths online Consumer Cellular account in the first place. This often happens when an individuals personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individuals login and password credentials, the effect of which is compounded because individuals often use the same credentials across multiple accounts.

Best regards,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 06/11/2024

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:06/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Email sent to support@consumercellular and returned "not monitored"I have tried to communicate with you over and over again today but whether I actually get to talk to anyone or not, you hang up on me. I am sick of your lousy service! I called the middle of last week. My Iris flip phone wasn't working so I wanted to return to the use of my old *** smart phone. The sim card I had used in it was still in there so all I needed was for it to be activated. After several calls someone actually knew what to do and told me that it would be activated within 3 days so I could use the *** phone. I've waited and waited . . . today I called and was hung up on three times. One CS worker said he would put me on hold and see to it that it was done. Hung up within a minute! In addition they DISCONNECTED my Iris flip phone so now I can't even call you to get help! So I have no phone service now. I'm an elderly disabled woman homebound and my phone is my lifeline. Obviously this means nothing to you so I am writing to the Better Business Bureau immediately to see if they can help get me phone service. What fools you will look like! I'd say call me but you can't! If my phone service is not up today I will file a formal complaint to Consumer Cellular Headquarters! I think I will have to do that anyway. If you learn how to hook up one of my phones so I have service, let me know.The above email was my last option for getting any help. They are unable to be contacted if you don't have phone service. I am at my wits end. This company has a responsibility that they completely ignore.
Business Response
Date: 06/11/2024
June 11, 2024

BBB File No. 21799928
*********************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. *********************** purchased the Consumer Cellular IRIS Flip phone on 2/09/24. On 5/14/24, they activated their new phone, which deactivated the previous phone. On 5/29/24, per the customers request, we submitted a *** reuse request that can take up to 3 business days. When they next contacted us on 5/31/24, however, the *** reuse had not completed. When the customer called on 6/04/24 to reactivate their ***, the call dropped as the *** card in the phone was deactivated. 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
Customer Answer
Date: 06/11/2024

Complaint: 21799928

I am rejecting this response because: due to inadequate training on the part of your staff, I was left for days without phone access. Because you had terminated service on the **** phone during my phone call there was no way for me to know how to reactivate the phone with the sim card in it. Staff should have completed the instruction on how to get the sim card phone back up and running before cutting service to the other one. A neighbor was able to do this for me but I would not have known how myself. I did not have service for days (that I could have been aware of) and demand 5 days credit on my service. In the future I would hope you would train your staff adequately so that others and I don't have to put up with this safety issue.

Sincerely,

***********************
Business Response
Date: 06/26/2024
June 26, 2024

BBB File No. ******** Rebuttal
*********************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. When *********************** activated their new phone on 5/14/24, the old phone was immediately deactivated. This is because a phone number can only be active on one device at any time.

As a courtesy, we have applied a credit of $5.38 (for 5 days of service) and the balance due on 7/04/24 is now $36.85.

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:06/02/2024
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.
Account number *********, I started service and later found dissatisfaction in it and I have changed the bill cycle date and requested cancellation on ***** which is within the third cycle. However, Consumer Cellular continues to bill me two cycles after that, totaled $54.75, I would like a refund or partial refund to reflect the accurate amount.Next Estimated Invoice Date April 3, 2024 Next Invoice Due Date April 20, 2024
Business Response
Date: 06/09/2024
June 9, 2024

BBB #********
XinYuan ** (#XXXXX8002)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. XinYuan **s account was cancelled as requested on 3/31/24 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. Depending on the accounts billing cycle, the cycle and due date *** change so the final invoice can be accelerated and generated.

The customer is only charged for the time the account was still active. If the account was cancelled before the end of the billing cycle, their final invoice is prorated only for the days the service was active. We can confirm that the customer is not being charged for service after the cancellation date. They can review the service dates for their charges beginning on page two of each invoice.

******************* had $33.10 due for service provided from 2/25/24 to 3/24/24; as well as $16.65 due for service provided from 3/25/24 to 3/31/24, the date of cancellation. As a courtesy, we were able to apply $12.26 in credit for the unused data/text plans on the account. The remaining balance of $47.44 was valid for the service used. We did receive payment for the remaining balance on 6/03/24. The account balance is now zero, and no further payments will be due.

Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******************* again. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:06/01/2024
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 contacted consumer cellular to cancel my account because of poor services with my phone. I told them not to charge anything on debit card Yesterday they took more than usual. My. Account was cancelled but they stole my money.
Business Response
Date: 06/14/2024

June 14, 2024

BBB 21789991
********************* *****0486

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 about the charges to their card. Consumer Cellular is a postpaid service; we only charge for active service. Loris account was cancelled on 5/31/2024. On 6/1, there was an automatic payment of $81.58 charged to Loris card on file for service and the remaining phone payment for the phone **** purchased on an installment plan; however, this was refunded on 6/2.***** account has a past due balance of $109.94. This includes their bill of $61.58 due on June 1st for the billing period 04/12/2024 -05/11/2024, and the final bill of $48.63 due on June 20th for the billing period 05/12/2024-05/31/2024. There is valid usage during these times, so we are not able to waive the account balance.

****************** account is no longer enrolled in autopay. Once **** pays the remaining $109.94, no further invoices will be sent to them.

Thank you for allowing us to address these concerns about their cancelled account charges.

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com

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