Complaints

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

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  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

  PO Box 7175 Pasadena, CA 91109-7175

• 

  Consumer Cellular

  7204 SW Durham Rd Ste 300 Portland, OR 97224-7574

  

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

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have requested to be removed from Consumer Cellular marketing lists multiple times now, and STILL receive mailings.Please ASSURE my name and address are REMOVED from all mailing lists.The now-disconnected number for the account was **************.Thank you.

  

  Business Response

  Date: 05/12/2024

  May 12, 2024
  
  BBB #********
  *********************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. 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. It is possible that the customer may receive additional marketing materials while all systems are updated. 
  
  If *********************** is a member of AARP, they may receive promotional material for our services through AARP and will need to reach out to 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: 05/12/2024

   
  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:05/11/2024

  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.

  We bought a replacement phone for my aunt. It arrived and we were unable to get it activated. The esim card wouldn't work. We downloaded multiple times, called multiple times, and each call results in it not working. The Friday May 10 call we were told it was a network issue and to keep shutting down and restarting the phone during the day and if it didn't come online, we were to call back - again. Well, it didn't work called back on 5/11 only to have Consumer Cellular suddenly not be able to locate the account - with the account number. After several minutes of being told there wasn't an account under the account number or my name, it was miraculously located. And once again we're going through the same routine. I didn't have 45 minutes to spend on it today and when I told the tech, he transferred me to a supervisor. She does the exact same routine and now, wow, it worked. 1) My 77 year old auntie would not have been able to go through the hoops required to get this working 2) CC says they're all about easy tech - not this time 3) the difference in the calls wasn't the day, the rep, the process. I got ****** off, yelled and told them I was going to dump CC for Tracfone. Now suddenly it's fixed. So, to get quality service I have to shout and cancel service. Why do service with a company that can't provide customers service without the customer getting angry or canceling? No explanation why today's reboot worked. But today I said I was cancelling 2 services with them. I shouldn't pay for this phone. For the waste of my time and the fact I had to get angry to get this fixed, the phone should be free.

  

  Business Response

  Date: 05/12/2024

  May 12, 2024
   
  Better Business Bureau #********
  ********************************* (#XXXXX7342)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We spoke with ********* on 05/12/24 but as the timing of the call was inconvenient for her, she disconnected the call. We did not have the opportunity to explain our resolution to her.
   
  We are unable to provide a refund for the **** Flip she purchased from us unless the phone is returned in like-new condition. In lieu of this, we applied a $9.61 credit to each of her last three invoices. We also applied a coupon to her account that will reduce her bill by $10 for the next 5 months. In total, she will incur a credit of $78.83. She originally purchased the phone for $75.94 after tax and shipping.
   
  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: 05/14/2024

   
  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.
  

  Unfortunately, consumer cellular  chose to compound their problems by calling me at 9 o'clock on Mother's Day, a Sunday in order to try and discuss this.Shows the contempt they have for their clientele.  

   I would have preferred to be able to resolve this with Consumer cellular directly, however, the last person that I spoke with prior to the Sunday May 12th 9.A m call was clear that there would be no one interested in listening to me.

  
  Thank you bbb for your help,
  
  *********************************

• Initial Complaint

  Date:05/11/2024

  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 July 2023, I purchased a cell phone from Consumer Cellular on a purchase plan. Shortly after receiving the phone, I realized it wasn't a new phone because I was unable to access my voicemail messages. I contacted their customer service every month trying to resolve: called the number to reset; reset to factory EVERY MONTH as instructed. It's almost a year later, no resolution and now the phone is shutting off on its own, not allowing me to type in information among other things. I called again about a week ago; explained all the issues and once again was told to reset to factory -blah blah blah. It seems to me that they should either offer a refund or a replacement phone. I'd rather the replacement but ONLY if it's a working phone not some junk phone.

  

  Business Response

  Date: 05/16/2024

  May 16, 2024
  
  BBB File No. 21697726
  ********************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure; which does not include issues with voicemail, a feature of the service and not the phone. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.
  
  ********************* purchased the ******** *********** 2023 on 7/24/23. The customer first contacted us for assistance with their voicemail on 2/24/24 via chat, however, they left the chat before the representative was able to assist. On 4/27/24, the customer contacted customer service and they were advised that we would need to factory reset the device as this will resolve most issues, however, they declined. 
  
  If the customer is still having issues with their phone, they will need to contact customer service to complete troubleshooting. Once all of the required troubleshooting steps have been completed, including a factory reset, we can then move forward with the warranty process if the device is found to be defective. It is important to note that the device must be in like-new condition, with no physical damage or damage due to liquids or extreme temperatures to be replaced under warranty.
  
  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: 05/16/2024

   
  Complaint: 21697726
  
  I am rejecting this response because:

  Those were NOT the only times I contacted Consumer Cellular.  Ironically the times BEFORE those I went through all the steps as they are stating - not once; not twice but 3 TIMES.  I believe I told the representative I talked to that I had already done all those steps.  I didn't "decline" - I was frustrated that I was sent a phone that was obviously used otherwise why would the passcode for the phone be set when I received the phone in the first place.  The call to them started last year after I got the phone.

  They need to start the warranty process and stop wasting my time.  OR give me a refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/28/2024

  May 28, 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. ********************* purchased the ******** *********** 2023 on 7/24/23. The device was brand new when shipped to the customer. 
  
  The account records reflect that the customer first contacted us on 2/24/24 via chat and then again on 4/27/24 via chat. If the customer contacted us at any other time, we can confirm their account was not accessed. 
  
  The chat transcript from 2/24/24, reflects that the customer left the chat before the representative was able to assist. The chat transcript from 4/27/24, reflects the representative provided the steps to reset the voicemail password, advising the customer will need to call ************, then press 5 or say "other options". The customer will then press 2 or say "reset voicemail password". The customer will need to listen to the prompts to confirm the phone number that they want to reset the voicemail password for and then follow the prompts to reset the password. If the customer prefers, they may speak with a representative to have the voicemail password reset.
  
  After those steps were provided, the representative recommended a factory reset as that resolves most issues. The chat transcript reflects the customer stated they had already done that and then left the chat. 
  
  The customer will need to complete all troubleshooting steps when speaking or chatting with a representative, including a master reset. Prior to the master reset the customer will want to back up their data to their ****** or email account as it will erase all contacts, texts, pictures, settings, etc. It will not erase anything that is stored on an SD card. To master reset the device they will go to Settings ? System ? Advanced ? Reset Options ? Erase all data (factory reset) ? Tap on ERASE ALL DATA on the bottom right of the phone. If the device is found to be defective, we would then be able to move forward with the warranty process. 
  
  As previously stated, the  device must be in like-new condition, with no physical damage or damage due to liquids or extreme temperatures to be replaced under warranty. Any physical damage to a phone voids the warranty, even if it only appears to be cosmetic. The requirement that phones must be in like-new condition with no physical damage is not one that can be waived. 
  
  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

  Their response is UNCLEAR regarding the return and replacement of this junk phone.  As I responded and have said, I have factory reset it several times and it was evidently a USED not new phone since I was never able to access the voicemail. 

  I WANT TO EXCHANGE THE ***** SINCE I REALLY HAVE NO OTHER VIABLE OPTION UNTIL IT'S PAID FOR.

  THERE IS NO DAMAGE TO THE ***** AS SPECIFIED AND SINCE THEY FELT THE NEED TO REPEAT THAT BUT FAIL TO GIVE ME USEFUL INFORMATION ON EXCHANGE ...THERE IS NO DAMAGE TO THE *****.  I NEED TO GET A REPLACEMENT ***** AND RETURN THIS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21697726
  
  I am rejecting this response because: THE ***** WAS OBVIOUSLY NOT NEW.  I HAVE FOLLOWED STEPS TO RESET ON MORE THAN ONE OCCASION.  I EITHER GET A REPLACEMENT OR I WILL SIMPLY GET A ***** WITH ANOTHER SERVICE AND FRANKLY THEY CAN SHOVE THIS ***** BECAUSE THEIR CUSTOMER SERVICE AND PRODUCT QUALITY ARE THE WORST I'VE ENCOUNTERED. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising 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.

  Advertised rate was $55 per month with "no hidden fees" but the actual bill includes an outrageous 30% increase that entirely consists of "hidden fees." I expected sales tax, which is what I have paid to numerous other MVNOs I have used over the past 20 years. False advertising and I would never have signed up if this had been made clear.

  

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  BBB 21692414
  *************************** *****1477
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We spoke with *************************** regarding their concerns about their bill.  We understand any confusion regarding the plan not coming out to be $55 each month. We explained to *************************** that their first bill was a lower rate because they were not billed for a full 30-day cycle. The **** 55 plan advertised does not include any taxes since they vary per state. Additionally, the only monthly fee that Consumer Cellular charges is a $3.12 fee per line for the operational compliance fee, which is a fee for filing the taxes at the various jurisdictional levels. With tax, ************************* will come to roughly $71 a month for a full 30-day cycle.  
   
  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:05/09/2024

  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 cancelled my service with consumer cellular on 4/8/2024. The billing end date was 4/23/24 and I was told they do not prorate; the billing period was 3/24/24 to 4/23/24. Im still getting bill for $33.97. They said I should have received a cancellation code and they dont show the account being closed. If I had known to ask for a cancellation code I would have-thats their responsibility. I dont feel I owe them any more money. I feel Im being taken advantage of because of my age! I should have a zero balance!

  

  Business Response

  Date: 05/28/2024

  May 28, 2024
  
  BBB #********
  ************************* (#XXXXX6596)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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 cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was active.
  
  Our customer support did receive a call from ************************* on 4/08/24. At that time, the customer requested the unlock code for her device which was provided during the call. A request to cancel, close, or suspend the account was not made. As there are many reasons a customer would request that their phone be unlocked, the account remained active. The account was on Autopay, and the final balance due was taken as of 5/20/24. The account now has a zero balance and nothing further will be due.
  
  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

   
  Complaint: 21689723
  
  I am rejecting this response because:
  I DID definitely tell them to close/cancel my phone plan at the same time I requested the unlock code!

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

• Initial Complaint

  Date:05/09/2024

  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.

  On 2/20/24 I lost all service to my cell phone from consumer cellular. On 02/22/24 I still had no service so my son and I went to **** and transferred my cell phone to them. My son and I and an **** employee all spoke to a consumer cellular employee. We asked for a transfer number and told them that we were leaving consumer cellular as my provider. We gave **** our account number from ********************** and the account was transferred to **** that same day. About three weeks later I was still receiving invoices from consumer cellular so I called and told them that I had canceled service on 02/22/24 The consumer cellular staff person told me that they still had my number that I had not left them and they were continue to bill me. Everything that has happened since then has been trying to convince them I have left and gone to **** and they still continue to bill me I do not know what to do anymore. My cell phone face page changed from consumer cellular to **** on 02/22/24. There was no indication that I was still connected to consumer cellular. I do not understand why they cannot admit. They made a mistake and close my account as of 02/22/24.

  

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  
  BBB #********
  *********************** (#*****5687)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on their 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.
  
  Our customers number was transferred to their new provider on 02/22/2024. However, the account did not automatically cancel the same day, and billing remained active until ****************** contacted our customer service on 04/06/2024. At their request, the account was closed. To help resolve this issue, all remaining charges have been waived, and their closed account is 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

  Customer Answer

  Date: 05/16/2024

  Consumer Cellular notes that I had a new provider on 2/22/24, yet they did not close my account.  I would like them to refund all charges after 2/22/24.

• Initial Complaint

  Date:05/09/2024

  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.

  I own a ******** 5G phone that I purchased from the company in 2023. I have a total of 6 phone lines on my family plan with this company, and several other of the lines are using ******** 5Gs as well. on April 20, 2024, I installed the Android 14 update on my phone. Immediately, my wi-fi calling no longer worked (even though it shows it is turned on). I live in a home where I receive no cell signal, so wi-fi calling is what I rely upon for person use and for my work-from-home job. I contacted Consumer Cellular on April 22 and was told this was a ******** issue. I contacted ******** (using a landline) and moved through Levels 1, 2, 3, and 4 for customer service. After hours on the phone over several days (and calling Consumer Cellular again in hopes they could help after all), I allowed ******** to remote into my phone to try to solve the problem, and we even tried a factory reset. However, ******** determined the issue was specific to this model of phone with the Android 14 update for Consumer Cellular customers operating off **** towers. They said the problem might be between Consumer Cellular and ****, and ******** was unable to resolve it at that time. At that time, I requested a written explanation of my help ticket and their follow-up, which I have attached to this complaint.On May 8, I called Consumer Cellular and spoke to a CSR named *** who ultimately transferred me to her supervisor named ******. ****** told me he had to reach out to corporate and assured me he would return my call on May 9 between 8:20 and 8:30 a.m. on the landline **********. He did not follow through. My understanding is the only way to resolve this problem for the immediate future is to purchase a different phone that is not a ******** 5G. This would apply to all ******** 5G users on my family plan as well when the Android 14 update is pushed to them.

  

  Business Response

  Date: 05/18/2024

  Hello, we need more time with the customer in order to resolve this issue. May we please have an extension on this case? Thank you. 

  

  Business Response

  Date: 05/21/2024

  May 21, 2024
  
  BBB ********
  ************************************ *****1845
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We spoke with ************************************ regarding the issues she has been experiencing with her cellular device. We understand the importance of ******* using Wi-Fi calling at home to make and receive phone calls. ******* spoke with ********* who advised that she try a physical SIM card. We expedited a physical SIM card, assisted with the activation, and ensured the phone was configured to make calls using Wi-Fi. Once properly configured, ******* made two successful calls using Wi-Fi calling. 
   
  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:05/08/2024

  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.

  **** IM A DISABLED SENIOR AN WAS INTERESTED IN SEEING IS CONSUMER CELLUAR PHONE PLAN BE GOOD 4 ME SENT 5 $ FOR SIM AN THEN WAIT THEN THEY GO IN MY DEBIT ACT TAKING OUT 27$ MONTHLY BILL NOT ONE BUT TWICE ! FOR SERVICE NEVER GOT SIM CARD AN NEVER MIND CALLED TOLD THEM NICELY NO PHONE NO SIM NO SERVICE CHEK UR RECORDS THERE IS NOTHING IN ME TO LIE WAS JUST NAYBE PLANT TO CHANGE GOVERMENT PHONE TO MAYBE CELLUAR PLAN AN BAM KEEP CALING AN GETTING NO WHERE IT WAS ON TV ADD AN NUMBER IS ALL DIFFERENT FROM CALIF ********* PEOPLE VERY RUDE TELL THEN NO SIM AN NO *********! HOW CAN THEY DO THIS !! THANK U GOOD DAY !! I THINK THIS IS WRONG!!

  

  Business Response

  Date: 05/11/2024

  
  
                 
  May 11, 2024
  
  BBB 21684468
  ***********************
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear about ****** experience, unfortunately we were not able to get in touch with the customer with the information provided, neither were we able to locate an account. Wed be more than happy to get in touch with ***** and find a resolution, provided we are given further contact information.  
   
  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:05/08/2024

  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 sighed up to get a new phone.Yesterday 5/7/24 12:00 pm PST.I paid upfront service fees and was approved..This morning I get a call that I owed them money (consumer cellular) and I hade to pay moneys from 2010. I explained that was a result of identity theft. And never had an account with them.The woman that I talked to was extremely rude and refused to immediately refund my 5 dollars.I was told my credit was great that's why I was paying a low amount to start a new plan.I'm 73 years old and find it totally disgusting the way consumer cellular is operating there business.I asked her for her name and she refused to provide it.I will never do business with them and hope nobody i know would never do business.A A

  Customer Answer

  Date: 05/08/2024

  They're telling me that I have a bill from 2010..I wasn't even in ******* at that time. I want to see recipes and signed signatures and payment history from any bank account. As I had identity theft at one time.

  

  Business Response

  Date: 05/08/2024

  May 08, 2024
  
  FCC 21683277
  *************************** *****6923
   
  
  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 being denied service and would love to have them as our customer. However, once ********* order was placed, our billing department needed to review it before it could be shipped. At that point, it was found that a linked account under ******************************* information had been sent to ***. Unfortunately, the linked account has not been resolved with ***. Until that is resolved, we cannot offer them our service. 
  For further information and assistance with the *** account, or if the customer feels this was fraudulent, we recommend that they contact ***. When an account is moved to ***, the entire account -including the balance owed - is transferred. All payments,arrangements, negotiations, or questions about the balance should be referred to *** ******************** Services) 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:05/06/2024

  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.

  We joined AARP to get 2 lines for $55.00 per month , plus taxes,upon receiving bill montly charges are $70.00 plus taxes. This was suppose to be unlimited talk, text and data. On the bill it shows I'm being charged $15.00 for second line. Rep **** me it is unlimited data to a certain point , then there is an up charge. What does unlimited mean to them. This was the wrong move, believe this is false advertising. Will look into other services.

  

  Business Response

  Date: 05/07/2024

  May 07, 2024
  
  BBB 21671228
  *************************** *****6737a
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We spoke with *************************** regarding their concerns about their AARP 55 plan. We understand ****** concerns regarding the bill not amounting to $55 even though he signed up for the 55 AARP plan. We explained that this plan is $55, not including tax,email billing, and autopay opt-out fee; however, ***** called in on 5/6 and switched to autopay and email billing. Therefore, we applied $5.34 to ***************, bringing it down to $65.94, which is estimated to be his monthly bill. 
   
  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