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.

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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:06/01/2024
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.
they claied i went over my data limit and will be charged for it bc i didnt change my phone settings to wifi.they didnt make me aware of this ar first
Business Response
Date: 06/01/2024
June 1, 2024

BBB #********
*********************** (#*****4601)

Dear BBB,

Thank you for contacting us with *********************** complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the data use and automatic upgrade feature with our service.

Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage or if the customer signed up for a plan that was too small to cover their usage. Customers may change their plan each month based on usage. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.

Consumer Cellular usage can be delayed by ***** hours. Because the usage report is delayed, the cumulative usage is reported at 6:00 AM, 12:00 AM, 6:00 PM, and 12:00 PM each day through the tower system. Data usage and reporting are outlined in the Wireless user Agreement (WUA) that is included with all of our equipment. This document states you will be billed for all data transport and usage when your device is connected to our network, including that which you affirmatively initiate or that which runs automatically in the background without your knowledge, and whether successful or not. A data session initiated on the Consumer Cellular network will continue its connection over the Consumer Cellular network until the data transmission is concluded, even when you connect to Wi-Fi during your transmission. Data usage is billed at different intervals depending on the amount of data being used over periods of time and the billing time may not correspond to the time you use the data. As outlined above, the user is responsible for data used on the network, and a refund for data will not be issued.

The data used by apps can be viewed within the settings of the phone, to confirm which apps have used cellular data, the customer can follow these steps: go to Settings > Network & Internet > Mobile Network > ******** usage. From here, at the top of the page, select the billing cycle from the drop-down menu and then scroll down the page to see a list of apps and the amount of cellular data each used for the selected billing period. We also recommend our customers use Wi-Fi when possible, to help reduce the amount of cellular data used.

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: 06/03/2024

Complaint: 21788804

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:05/31/2024
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.
When I signed up for Consumer Cellular, they ported my number, approved me for a phone, never delivered the phone, and are charging me for a service that I cannot use, because I don't have a physical phone.Consumer Cellular never informed me that they changed their mind on the phone I ordered, and found out when I called them to inquire why the phone hadn't been delivered.Consumer Cellular is aware that I have no phone to use my phone number that was ported to them that I don't want to lose, but they are now charging me $73.28 dollars monthly, because they took me off automatic billing. I re-activated automatic billing for which I'm owed a $10.00 credit, of which they (******) only agreed to give me a $5.00 credit, but I don't know if that ever happened. I called again today, and supervisor refused to adjust bill, after I spent 4 hours on the phone with Consumer Cellular on 5-30-2024, and continues to not do the right thing, and refund me for services I was charged for but not able to use. Consumer Cellular owes me ****** dollars for charges for services that I wasn't able to use, because I didn't have a working physical phone until I won my settlement with previous provider on 5-30-2024, as communicated to Consumer Cellular since 9-2023.
Business Response
Date: 06/04/2024
May 31, 2024

BBB 21784502
************************* *****0701

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 their additional line charges; we understand any frustrations regarding these charges. We explained that Consumer Cellular is a postpaid service, so we bill for the service after it is used. As a courtesy, we applied a total credit of $101.02; this includes each month ******* was billed for the line starting in September of 2023; this includes taxes and any charges for the line itself. Part of the $101.02 credit covered the cost of ************************* due on June 1st. There is a remaining credit of $37.74 that will be applied to Julys invoice. ******* will receive a monthly invoice via email each month to review their monthly charges. There are no additional credits to be applied.

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:05/29/2024
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.
On may 10 2024 I made down pymt ***** on a phone however I returned it I was told get complete refund however I was not told wouldntget shipping back nor in any mail or email it doesn't show that shipping not refundable so they only refunded ***** I called them then told this and I tried explaining but kept being rude I am disabled don't drive so I paid a fee of ***** to hv lift drop off my pkg to mail all I want is full refund because was not informed plus they didn't have my other phone activated lift me 3 days no phone so I feel not unreasonable since nothing stated on this policy
Business Response
Date: 06/07/2024

June 07, 2024

BBB 21775294
*******************************(*****7623)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Shipping costs are paid directly to the **** when the order is placed and as such are non-refundable.As a one-time courtesy and for being a loyal customer, weve applied a $12.00 credit to the customers account in place of a refund.

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:05/27/2024
Type:Order 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.
Date of transaction 06/16/2024 Overpaid. Paid $40 ended phone service $23.94 was deducted from the $40. Ended service0n 05/27/2024. Was told by agent ****** that I would still be billed again on 06/16/2024 even though I canceled my service on 05/27/2024 that they would bill me again on 06/16/2024 and take the rest of my money which comes to the amount of $16.11. Even though the phone is turned off by request and service canceled, I will still lose over half of the $23.94 amount charged. Cancelation number ****** The agent ****** was rude and began yelling at me. I said that I would be filing a complaint.The phone that we received has not worked correctly since we received it. There is a defect in the volume control. The attitude of ****** was unacceptable and no customer should ever be subjected to abuse or bullying by someone within any company. I had to hang up because I will not tolerate such treatment and verbal abuse from someone is suppose to represent any company.
Business Response
Date: 05/31/2024
May 30, 2024

BBB 21766434
******************************* *****4293

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 attempted to reach the customer to discuss the complaint with them, but they advised they do not want to speak with Consumer Cellular directly. We understand ************************** concerns regarding their payment and the experience they had during the cancelation of their account on 5/27. We have forwarded *********** concern and experience to the appropriate department for further review and training.

Consumer Cellular service is postpaid, which means we bill for the previous month's usage. Canceled accounts are billed up to the last day of use.********** Sent a check for $40, which paid for the balance of $23.89 due on June 6th for the billing period 04/17/2024 - 05/16/2024. The remaining credit balance from the check was then $16.11; however, a final bill was pending to be generated. On May 31st, **********'s final bill was generated, totaling $12.08 for the billing period 04/28/2024 - 05/27/2024, the account cancelation date.The remaining credit balance from the original $40 payment is now $4.03;********** can expect a refund check for the remaining credit within 2-3 weeks.The final account balance due 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.com
Customer Answer
Date: 06/04/2024

Complaint: 21766434

I am rejecting this response because:*** remaining credit balance from the check was then $16.11; ***y bill from the 16th of every month to the 16th of the next month.
I ended the account half way through the middle of may. I should have not been billed again since they took ***** out of the $40
I paid in advance. ***y said, "On May 31st, **********'s final bill was generated, totaling $12.08 for the billing period 04/28/2024 - 05/27/2024, the account cancelation date."
I ended the account on the 16th of May.. *** remaining credit balance from the original $40 payment was $16.11and that is what they should have reimbursed me for.

Sincerely,

*******************************
Business Response
Date: 06/18/2024
June 18, 2024

BBB Rebuttal 21766434
******************************* *****4293

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.

The charges applied to **************************** canceled account are valid. We understand this is not the answer ******************************* is seeking; however, our position has not changed.

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:05/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**************** asked me for my imei number off of phone to make sure there SIM cards were compatible before she sent me one they sent me one and charged me 5.49 cents for shipping. It was not compatible with my phone. I asked for my 5.49 back and they said they didnt have it that they gave it to the post office to deliver the two pieces of paper and a card. That could have been put in a simple envelope with a normal stamp for like 59 cents and it would have been fine. I just want my money sent back to me in the form of a check to my address thanks.
Business Response
Date: 05/28/2024
May 28, 2024

BBB #********
***************************** (#XXXXX1044)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.

We are sorry to hear that Mr. ********* device did not work with our service. A full refund of the shipping costs in the amount of $5.49 was processed to the card that was used to make the purchase. It may take 5 to 7 days for the refund to process depending on the card issuer. We apologize that we are unable to send a refund check 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: 05/28/2024

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:05/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up for a family plan:$20 for 1 gigabyte of shared data with a secondary line +$15 with AARP discount **** should have been around $37. Billed $47.79 on 5/16/2024. Called to cancel due to erroneous billing - cancelled on 5/21/2024 with email confirmation. Received email on 5/24/2024 stating bill was now $65.03. Again, an erroneous bill. Called billing at ************. Closed for the holiday. Fraudulent billing practices to say the least- deceiving seniors is egregious!
Business Response
Date: 05/25/2024

May 25, 2024

BBB 21759922
********************* (******1306)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. All the fees on your bill are mandated by federal, state, county or municipal governing bodies, and Consumer Cellular has no control over their type or amount.

To obtain information about the state and local taxes listed on their telephone bill, we recommend the customer contact their local and state tax offices. These offices may be listed in the government section of their telephone directory. Additionally, your local or state consumer offices should be able to provide the address and telephone numbers of these offices.

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.

After reviewing the account, as a courtesy we have waived the final balance of $65.03 in full, the customer will no longer receive any collection attempts or invoices from Consumer Cellular.

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: 05/26/2024
I would like an email confirmation from **************** (Executive Resolution Administrator) stating that the final balance of $65.03 has been waived. I have been told many conflicting prices for this service and I would like official proof of this correction.
Initial Complaint
Date:05/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2023 CC sold me a flip phone this phone was to accommodate an upgraded phone system. Since that time my phone has been not working properly I have emailed the disability office of CC as well as called numerous times not until my call on 5-23-2024 did I get an answer to why this has been an ongoing problem. They sold me a phone that is not capable of preforming with their system and finally this is the only answer that makes any sense. This phone was even returned for another without CC telling the truth to me and The exchange was only granted if the phone I was exchanging did not have any scratches on it although the device was under warranty. I am sick and tired over reading the "wonderful" JD Power reviews because it is a insult to the customers who have had terrible service. Why am I still a customer? Because I am totally disabled and have difficulty getting out. Please have CC return the cost of the phone as I have paid faithfully since October 2023 for the dropped signal which as of this week has been a daily problem. They actually tried to sell me a newer phone and the one I have is 8months old. thank you
Business Response
Date: 05/28/2024
May 28, 2024

BBB #********
***************** (#*****3150)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
We are very sorry that the customer is experiencing moderate coverage after upgrading their SIM card to our new AT&T network; we understand how important it is for our customers to be in contact with family and friends.

Regrettably, we provided the customer with incorrect information, for which we apologize. We can assure the customer that they are guaranteed to be 100% compatible with our service by purchasing and using a Consumer Cell phone. We use color rating to determine the compatibility for non-consumer Cell Phone devices.

Regarding service coverage, all cellular service providers face the same challenges. Multiple things can impact coverage per the nature of the signal itself; a tower's transmission limitations, terrain, trees/foliage, bodies of water, in-building/in-vehicle use, and network capacity constraints are just a few. More remote or rural areas also tend to have fewer towers; this can result in less consistent coverage. It is also true that inside a home, brick, cement, aluminum siding/roofing, or stucco are more problematic materials that affect how strong a signal is. Per the Wireless Customer Agreement, ********************** does not guarantee the availability of a wireless network, and services may be subject to specific Device and compatibility limitations, including network availability.

As we strive to satisfy our customers, ********************** is willing to send the customer a complimentary phone with our Risk-Free Guarantee once the customer verifies their shipping address. We are making this a one-time exception in an attempt to resolve this issue to our customer's satisfaction. We do hope the coverage is adequate for their needs. However, we understand if the customer needs better coverage and chooses to find another provider. If that happens, we will ensure her transfer goes smoothly. 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: 07/08/2024
Dear Sir: Consumer Cellular sent me a USED phone that does not work! I paid for a new phone. I am still without service and stuck with a phone that is junk. ************ has one asset and that is the hard working customer reps that have tried to help. The supervisor lies and they are aware that I am upset. I have paid the bill for 10 months and still do not have reliable service. I am appalled that this company can do this to customers, I have been a customer for five years and this service is dangerous as I am disabled and my family should not have to rely on the police to do a wellness check to see if I am ok. I know that I am not an isolated case I have read other reviews and there is even a ******** web site that is just for complaints about this company why AARP endorses this service does not make any sense. thank you very much I Am Sincerely, ******************; ID#********
Business Response
Date: 07/16/2024

July 16, 2024

BBB Rebuttal #********
***************** (#*****3150)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
We are very sorry that the customer is experiencing moderate coverage after upgrading their SIM card to our new AT&T network; we understand how important it is for our customers to be in contact with family and friends.

We are partnering with AT&T to provide coverage to our customers. We provide coverage to over 98% of the populated ************* but are limited to the towers in the area.

AT&T notified us that an outage in the customer's area is a top priority. Unfortunately, they do not have a date for restoration. We spoke to the customer and are currently working with them. We explained that they could use our service utilizing Wi-Fi Calling, and as their current phone is not compatible with Wi-Fi calling, we have sent them a complimentary upgraded phone.

We do hope the coverage is adequate for their needs. However, we understand if the customer needs better coverage and chooses to find another provider. If that happens, we will ensure her transfer goes smoothly. 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: 08/07/2024
Dear ***, I was not able to send the reply to your contact with me on July 24, 2024 through my ****** contact but I thought I had 7 days to respond which would allow my response. Consumer cellular did send me a phone which is used and will not work if I leave my house as it only works on my home wifi. The phone sells for ***** at both best buy and wall mart brand new! they are still charging me for the inadequate service and did refuse my request for refund for the lack of service , the dangerous of not having adequate service and have lied and deceived myself as I have been told that I had service when I did not. I tried to resolve this issue for almost a year and at this point I am also upset at being lied to as well . I want to pursue this matter because it has become a matter of principal and the response of my not having service can be proven by my Doctors that have called for telemed visits and the results are that the basic communication could not be audible as the line would go dead as well as the signal not being proper for communication. I have many dropped calls from family and friends also witnessed as to the terrible service of my line. The people at Consumer Cellular as well as the customer care people have also experienced and witnessed the terrible interference on my line. I do want to pursue this company for the accountability and dangerous experience of not being to communicate with my Doctors and I can and will ask them to provide documentation attesting to this fact. I am ashamed of the service, lies, and The "complimentary Junk Phone known that they seem so proud of providing but they never mentioned the NEW phone that they sold me when their service changed that did not work. There is a ******** page known as consumer cellular complaint page with extensive complaints that back up what I can prove as terrible, intermittent service and the junk phones that they sell that are not equipped to handle the service problems. Deception and nickle and diming their customers is the notorious stand out feature of this company. They sell phones that do not work and even though they are warranted this company will not honor this warranty if the phone has a scratch on it so they can sell them to someone else or use them to try to satisfy another poor dope that has the problems that this company offers. I want to pursue this to the absolute extent that the the law provides as I never deserved to be in the position that I am in and still find myself in. thank you for your diligence. *****************
Customer Answer
Date: 08/20/2024
thank-you so much, I did receive an offer from Consumer Cellular but it was not at all satisfactory. I replied to the offer with the request that my fees or one year be returned. They will tell you that they they sent me 2 complimentary phones which is true however one did not work and was a used phone and the last phone is now working as long as I am within my home using my wifi and will not work if I leave the house as the signal from the at and t network that Consumer Cellular uses does not properly work in my area. I would like to add that the phone they sent sells for ***** at both best buy and wall mart brand new yet the representative argued this with me and I told her to look it up for herself. The ***** C110 is also a used phone yet the phone that I purchased from them was brand new and twice the price. My outrage with this company is palpable, I have been a customer for at least 6 years but most outrageous is that the phone problems have been reported to them and this all began in 2022! I also purchased a phone at best buy to replace the broken phone they sent 3 weeks ago for almost 100 dollars but the signal still did not work. To summarize this I have paid the Consumer Cellular bill since 2022 for dropped service and little to no service, purchased two phones one from Consumer Cellular and the first reliable service I have had is only available when connected to my internet. I want to pursue this complaint as it is a matter of principal and one year of payment could never repay my lost calls , my inability to have contact with my medical team which can verify as experienced by them, but most of all I can tell you that Consumer has years of contact by myself in documented contact by me and they believe that they have no accountability over the matter. I will add that I am totally disabled and there is danger and potential of not being able to use a service that I paid each and every month with terrible service and unreliable ability to call out or receive many contacts. I will add that the many problems were attempted by the customer service that were wonderful and hard working but some solutions were shot down by the supervisors and the big wigs and not the gracious "little guys" that do all the work with their hands tied from the top down and this paints the real problem why no one responded until I contacted the BBb thanks again *****************
Customer Answer
Date: 08/20/2024
I have receipt for ***** 2780 purchased on 6-28-2024 for ***** at best buy to replace the broken ***** from Consumer Cellular. thanks for your patience *****************
Initial Complaint
Date:05/23/2024
Type:Customer Service 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 ******* A30 phone twice. Three times I heard some one listening in on my phone calls. They were of south American decent. Today i was on the phone with my aunt approx 730 pm I heard a sigh and then some verbage and told my aunt to hang up as I did the other person hung up. After that I received a spam call and a message that i have three new messages for which i did not. I called my aunt back and there was a disconnect. which I get a lot of and drop calls. This was the third time this had occurred. The first was last year where is was quit clear of the other person on the line. On all occasion I had called consumer cell and did nothing about it. This time on 5/23/24 they kept on insisting that I give them my code number over the phone. I had told them that who ever is listening to me can take that code and access my account in a blink of an eye. and that I would not do that, So then they said that they could not help me. I asked for a new phone the supervisor **** No because it is passed the two week return policy. The phone is a malfunction phone with a cipher. But they insist i give the info over the phone and they will not give a new phone or my money back.
Business Response
Date: 05/24/2024
May 24, 2024

BBB #********
************************* (#*****9924)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by their service and when speaking to our representatives by phone.

Consumer Cellular takes the security of our customers accounts and personal information very seriously. We no longer use personal information, such as an individuals date of birth, billing address, or the last four digits of their Social Security Number, for verification purposes; however, to comply with FCC guidelines, we now require each account to have a four-digit Security Passcode set up to enable access by phone, chat or through social media.

We would like the opportunity to assist ************************* with their phone and service; however, they have refused to provide the security PIN to allow full access to their account. The phone is outside the Risk-Free Guarantee period and is not eligible to be returned for a refund of the purchase price. However, if there is no physical or liquid damage, the device may be replaced under warranty after all required troubleshooting steps are completed, up to and including a factory data reset.

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: 05/24/2024

Complaint: 21754191

I am rejecting this response because:
Although, they said they use a code to access my account they wanted me to tell them over the phone while my privacy was being being illegally intercepted,but they were persistent. I todl them but I would not . Who would? Why on earth would i give anyone my pass code when i specifically had said "some one was listening to my conversation for the third time ? which I also Had stated and called before about and was not addressed. This action would of been detrimental to my privacy as well as my over identity if i would of heeded to there request of handing over my ID.! I would like a refund On my phone. I will take my business else where. Where some one is persistent on giving my Id( passcode) online when i just said my privacy is being hacked, That does not say to much for the integrity, leadership, management and customer safety and respect for the **********************. Also, while they kept asking me for my pass code I told them that i put it into the phone. Therefore the system had to recognize it to transfer. And they don't have it?. Also, they can get the info on line in the chat. I have done this before. But they said they could not do it.
Thank you
Sincerely,

*************************
Initial Complaint
Date:05/22/2024
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 have been a customer of **********************, for a dew years and my account number is *********, and my phone number is ************ I owed Comsumer Cellular $22.57 and is supposed to be paid by May23, 2024 I mailed them a money order for the amount and they said they will turn my service back on, but have not done so yet I live alone and this makes it hard because, I can not call my doctor or any of my family. If you will speak with them about this, I will appreciate it, and if you at BBB reply please do so in a different way, because if I log into your site the dash stays in the way and I can not enter all the numbers to read your message
Business Response
Date: 06/09/2024
June 9, 2024

BBB #********
***************************** (#XXXXX9711)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to get in contact with ****************** who indicated to us that the issue in this complaint was resolved, and no further assistance was needed.

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:05/21/2024
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 because mine wasnt charging. Unfortunately the data would not transfer to the Android. I also bought a charger because he said that the chargers were universal and my old one would not work. I told him okay I will keep the charger since I bought it separately. I then paid the balance because the new phone was more. Again asked if that included me keeping the charger. The next month **** arrived saying a little more than $18 was overdue and that they charged me for the charger. I called and spoke to supervisor and was told it would be expedited to have charged removed and I would get call in 24 hours. Didnt hear from them and called again to have them tell me the information that they gave me was wrong and I had to pay it even though it was their fault and now I have a past due amount on my credit I want removed.
Business Response
Date: 05/22/2024
May 22, 2024

BBB File No. 21742833
******************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. ******************************* purchased ******* Galaxy A14 5G phone with the Voicecomm Ventev - 20w PD USB-C Mini Wall Charger for $199.79 plus $35.00 for express shipping on 4/06/24. On 4/08/24, they requested to exchange the ******* Galaxy A14 5G for the Apple iPhone SE 3rd Gen. ** this was an exchange, a return was set up for the ******* Galaxy A14 5G, the cost of $199.79 for the ******* was deducted from the purchase price of $454.74 for the iPhone SE 3rd Gen. and the customer was only charged for the difference of $254.95. When the ******* Galaxy A14 5G was processed for return on 4/18/24, an Insufficient Return charge (***) of $18.75 was applied to the account for the Voicecomm Ventev - 20w PD USB-C Mini Wall Charger that was not returned.

************** is a valued customer and, as a courtesy, we have waived the *** of $18.75 along with their current invoice and ************** will not need to make a payment for service until 7/01/24. These credits will be reflected on the 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.com
Customer Answer
Date: 05/29/2024
I see that they are crediting the account. The fact is that I received the bill saying it was past due. I paid what they said I owed when I bought the phone and I want my credit report fixed. I do not want my credit report saying it was late. The agent was told 3 times I was keeping the charger which was a separate purchase and I paid what he said I owed right over the phone. My credit report needs to be cleared

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