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.
465 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:04/27/2024
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.
I called and signed up for their $55 for 2 Unlimited Call/Text/Data package they advertised for **** members. They put us on a different package which we noticed the next day reading their email. We called and asked that they correct their mistake. They changed the package and sent an email that because of the change we are not eligible for the **** discount anymore. We did not change the package. They screwed up and had to correct their mistake. They charged us $5 for mailing a SIM card. Now they wanted to mail a different SIM card for the new package and charge us another $5 for that. We wanted the original $5 credited since their mistake necessitated the new SIM card to be mailed. They refused to give us that credit. I talked to several people higher up and none of them were willing or able to credit us the $5. They kept assuring me that we do get the $55 for 2 package but they refused to send us a written confirmation. The only written confirmation they sent was for $61.75. After several frustrating phone calls, I cancelled the whole thing. Now we got an email from them for an invoice we owe for $5. Since we originally signed up for automatic payments, they will automatically charge us $5. Our experience: false advertisement, not owning up to mistakes, not willing to credit charges occurred due to their mistake, false promises of discounts when email says otherwise, not willing to fix mistakes on their part, very poor customer service, unreliable, untrustworthy company overall.
Business Response
Date: 05/07/2024
May 7, 2024

BBB 21635370
********************* (#*****9532)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion or frustration ********************* had experienced with our ****55 plan. We have spoken to the customer over the phone and discussed the concerns they had.

We offer a special rate plan to customers who are **** members. The plan is $55 a month plus tax for two lines of service with unlimited talk, text, and data. To be eligible for the plan, customers must be active **** members, and the account must maintain exactly two cellular lines at all times; no more or less. Customers must enroll and stay on the Unlimited Plan for the $55-for-two discount. When the customer signed up for service with us, the ****55 discount was applied but the account was set up for 5GB of data, which means the plan would have been under $55. The customer brought up this issue to us and we fixed the plan to be Unlimited Talk/Text/Date but this had caused an email to be sent out saying they no longer qualified for the **** plan. This email was sent in error and the discount had been applied to the account with the Unlimited plan. Unfortunately, we do not have a way of sending an updated email reflecting the discount had been applied, but it would be reflected on the first invoice the customer received.

When an account is set up, we send out *** cards or devices that are ordered right away. We do this so customers will be able to get their service started as quickly as possible. This includes when customers are porting their service over from another company, which is what ********************* was doing. We sent them out one physical *** as well as one e*** through their email to be used once they were ready to port over their service. Since the customer has chosen to cancel the account, we have already applied a $5 credit for the *** card that was sent, as well as a $5 credit for the invoice that was sent to them, so no amount is owed.

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: 05/08/2024

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:04/27/2024
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.
I changed phone service I asked the amount of 75$ was my final bill I wanted to be done with their service because they kept raising my bill.They then sent me another bill for 47$I called and disputed this they still kept calling. I finally just paid the amount. THEN they charged me a 5$ late fee and keep adding 5$ a month I need this company to stop harassing me. I will NOT send them another *****. Now they keep calling me.PLEASE help me stop this harassment
Business Response
Date: 05/01/2024

May 1, 2024

BBB #********
******************************* (#XXXXX0338)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ************************** account was canceled as requested on 10/15/23 when their number was transferred to another provider, and they are not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The charge of $47.54 was for service provided from 9/16/23 to 10/15/23, the date of cancellation, and a late fee.

The account did accrue additional late fees for each month the final charges were not paid. As we have received the full payment by 1/26/2024, all late fees accrued after this date have been waived. The account now has a zero balance, and nothing will be due moving forward.

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:04/26/2024
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.
In November or December of 2023 I considered transferring my cell service to consumer cellular. I paid the initial 5.00 fee and they were to send me Sim card. 2 months later, I contact because I never received the Sim card but did receive a bill in the meantime my service is still with ******** and that's who I pay. I told them I was no longer interested in changing service. I continued to receive ebills, I would call and was told that I owe nothing and my service was never connected. Now I received a delinquent collection notice for $5.33.I'm so frustrated. This horrible business. I would never ever use them and recommend you don't either. I have good credit and I'm not about to let this affect it, I'm also not about to pay for service I've never had.
Business Response
Date: 05/01/2024
May 1, 2024

BBB #********
*********************** (#*****0329)

Dear BBB,

Thank you for contacting us regarding ****************** complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by billing on their closed account. Upon review we can confirm the account has been cancelled and the transfer from the previous provided did not complete. All charges on the account have been waived and our customers account is closed and 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:04/24/2024
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 switched cell phone providers and it took a week to release the number ,and consumer rep told m,e Id get a prorated bill for March 20th to April 5th and instead they took $34.33 out of my account and now they want $19.00 more for a $20.00 phone bill.So I got double charged in April once with Visible my new phone provider on April 5th $25.00 and again on April 10th by Consumer Cellularfor $34.33
Business Response
Date: 04/24/2024
April 24, 2024

BBB File No. 21599380
********************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.

********************* account was cancelled when her line successfully ported out to her new service provider on 4/05/24. The payment of $34.33 was for the service dates of 2/22/24 - 3/21/24. The balance due on the cancelled account is $19.98 and is for the prorated service dates of 3/22/24 4/05/24. The customer can confirm the service dates beginning on page two of their invoice. As usage reported through the cancellation date, the charges remain valid.

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:04/24/2024
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.
Consumer Cellular offers a 2/$55 unlimited deal with high speed data cap at 50GB (for both lines, not eachshared) which is fine. I set up to receive notifications for 50% data usage and 75% data usage so I can determine course of usage until the end of my billing cycle. I woke up to a text message saying *** exceeded my limit and they will be throttling me down to lower speeds. This is really annoying cause not only wasnt I notified but I do go on my online account and it said Ive only used 22GB.I called in to their support and the rep said im not sure why we didnt notify you about your data usage and the online tool for data usage doesnt update in real time. Okay? So I set up the precautions, go online to view my data usage and it doesnt even matter?The screenshot im providing is one I took as im typing this so show you what I see when logging in and looking at my data usage. It shows 25.4GB used.
Business Response
Date: 04/29/2024
April 29, 2024

Better Business Bureau #********
************************* (#XXXX4983)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We spoke with ****** on 04/28/24. We explained that our system experienced a data reporting error from 03/13/24-04/18/24. This is why he did not receive notification that he had exceeded his data limit until after the fact. On 04/22/24 we restored the data speeds to both lines as there were only three days left in the billing cycle and the customer had not received a prior notification. In explaining this to ******, we resolved the issue that led to the complaint.

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:04/24/2024
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 got consumer cellular service for my father (101+ years old) who was with **** probably about 2 years ago. he is a WW2 naval vet and is pretty much blind, one eye gone and the other barely there. since he cannot text nor use voicemail, i never signed him up for that, just plain voice and he cannot use data either for obvious reasons, screen size, he used to be able to use a LARGE monitor an blown up font, but not now. this charge of 5 dollars started showing up around november 2022. he has always paid the bill via credit card. around september 2023 i had to replace his phone through them . i looked at his billing around december 2023 and noticed he was being charged for text and data so i called and after several attempts and call backs, they finally drop the charge but they did not refund his money which they did not have the right to charge, never was asked for since he is blind. well, when they dropped that charge, this magical e-bill opt out charge was added, another 5 dollar charge. yes he get a paper statement so i can keep track but always paid by credit card. this is an add on fee NOT disclosed and they advertise plan cost at a lower value so the truth is hidden.here is the kicker: they have millions of customers and say if 1 million pay this fee, it is a 60 million dollar wind fall for them a year, hummmmm, far cry from a piece of paper and postage, even kicking in administrative costs.
Business Response
Date: 04/25/2024
April 25, 2024

BBB 21620420
******************* (#*****1330)

Dear BBB,

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

********************** is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in our AutoPay program and electronic billing.

Current customers were grandfathered into our Legacy plans and do not incur the $5.00 convenience fee unless changes are made to their plan. Once a Legacy plan is changed to our new plan pricing, they must be enrolled in AutoPay and e-Billing to receive the $5.00 credit.

When ******************* removed the Connect plan on 11/22/2023, which was added at their request on 02/17/2021, they were moved from the Legacy plan of Unlimited Minutes for $20.00 plus tax to Unlimited Minutes for $15.00 plus tax and the $5.00 convenience fee. We are not able to waive the $5.00 fee unless **************** opts to enroll in AutoPay and e-Billing

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: 04/25/2024

Complaint: 21620420

I am rejecting this response because: he always had the same plan all that was changed was he bought a new phone and had payments added to bill, the phone plan NEVER CHANGED and if it was, it was done by consumer cellular with out our knowledge and approval. he is blind and NEVER was any data, text and such ever added, but when noticed, tried to have it removed, NOT A CHANGE IN PLANS, A CORRECTION FOR THEIR MISTAKE. LIKE I SAID, IF ONE MILLION ARE CHARGED, THAT IS 60 MILLION A YEAR WIND FALL. PERHAPS THE NATIONAL NEWS WILL BE INTERESTED IN THIS STORY. NO WAY TO TREAT A MAN THAT PUT HIS LIFE IN ***** WAY JUST SO CONSUMER CELLULAR COULD EXIST.

Sincerely,

*******************
Initial Complaint
Date:04/23/2024
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.
Hi,I transferred my phone number from Consumer Cellular to Visible on April 19, 2024, and Consumer Cellular released the number the next day, on April 20, 2024. I had already paid the $20 fee for the previous billing cycle, which covered from March 21 to April 20, on April 10, 2024. However, I recently received a bill for the next cycle, from April 21 to May 20, demanding a payment of $24.03.I believe I should not be charged for the period after my service was transferred to another provider. Additionally, even before I transferred my service, the billing amount was consistently $20, yet this new bill is $4.03 higher. The customer service refused to adjust the bill. I want this charge of $24.03 removed, as I did not use Consumer Cellular's service after April 19, 2024, but they are still billing me.
Business Response
Date: 04/24/2024
April 24, 2024

BBB File No. 21617139
********** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.

Zuwei Shui established service on 2/22/24, opting to enroll in AutoPay. With AutoPay, payment is only taken using the credit card on file if there is a balance due on the invoice due date.

Their first invoice generated on 3/23/24 for $28.66 for the service dates of 2/22/24 3/20/24. When the customer contacted customer service on 3/27/24, we applied a courtesy credit of $10.48 to the account and the balance due on 4/10/24 was $18.18. On 4/05/24, the customer requested we increase their bill to $20.00 and it was explained that we could not increase the bill, however, they were advised they could make a payment of $20.00 through their online account. On 4/10/24, payment was taken for $18.18 when AutoPay ran. Later that same day, the customer made a payment of $20.00 via their online account and the payment of $18.18 was voided, per their request.

The customers account was immediately cancelled when their phone number successfully ported out to their new service provider on 4/20/24. As a courtesy, we have applied credits totaling $0.71 as no usage reported on 4/20/24. The new balance due is $23.31 for the final prorated service dates of 3/21/24 4/20/24. The customer can confirm the dates of service beginning on page two of their 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: 04/24/2024

Complaint: 21617139

I am rejecting this response because:
I noticed that my monthly charge has increased from the $20 plan I originally signed up for to $28.66. This increase is unexpected and contradicts your advertisement of "no hidden fees." The extra charge of $8.66 is not a courtesy credit but an overcharge. Could you explain why my bill is reflecting the $20 rate which is exactly what I have paid for the billing period from 03/21--04/20 ? It's frustrating and misleading.
Sincerely,

Zuwei Shui
Initial Complaint
Date:04/23/2024
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.
Entered by BBB staff DC. Consumer states on Nov 24, 2023 she ordered a phone for $100. The service was $55 a month. She couldn't activate the phone. They started taking payment out of her checking account in December. She called customer service and told them the situation and she was told the phone was never in use. She asked then why are you billing me? She was told they would only refund the April payment.
Business Response
Date: 05/03/2024
Hello,
May we please request an extension with this customer complaint. This issue arrived late to our offices and we need more time to work with the customer for a resolution.

Thank you,
Business Response
Date: 05/11/2024


May 11, 2024

BBB 21613497
***************************** (******8830)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the account in question weve agreed to refund the customer in full for the dates of no service. The months of January and ***** will be returned to the card on file for a total of $104.69. The months of February and March will be sent as a refund check in the mail to the address on file for $111.78, our system being unable to refund to the card directly. These balances are the only payments of service, from January 2024 to ***** 2024. If the customer would like a refund for their purchased device we will make an exception to accept the return provided the device is in like new condition.

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: 08/21/2024

Complaint: 21613497

I am rejecting this response because:
See Attached

Sincerely,

*****************************
Business Response
Date: 08/29/2024
August 29, 2024

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

To Whom It May Concern,

Thank you for contacting us with ************************* rebuttal and allowing us the opportunity to respond. As stated in our initial response, we have refunded all monthly service charges to the customer via credit card and check.

To be eligible for return, the device must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures. The ******** *********** was purchased on 11/24/23 and is well outside the 30-day Risk-Free Guarantee period, however, as a courtesy to our customer, we have stepped outside of our policy and set up a return for the device. We have sent a prepaid return shipping label and the device is due back by 9/19/24. Once the device has been inspected and found to be in like-new condition with no physical damage or damage due to liquids or extreme temperatures, we will issue a refund to the customer.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 09/29/2024
See attached
Customer Answer
Date: 10/02/2024

Complaint: 21613497

I am rejecting this response because:
See Attached

Sincerely,

********* *****
Customer Answer
Date: 10/07/2024
See attached
Business Response
Date: 10/15/2024
October 15, 2024

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

To Whom It May Concern,

Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. As previously noted in our response to the BBB complaint ********, Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.

Consumer Cellular offers a Risk-Free Guarantee 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 **** members), whichever comes first, the customer is not completely satisfied with our service, they may simply cancel and we will waive any service fees. If they have purchased equipment directly from us, we will send 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.

********* ***** established service and purchased the ******** *********** for $100.44 ($88.44 for the device plus tax and $12.00 non-refundable shipping fee) on 11/24/23. While the device is well outside the 30-day Risk-Free Guarantee period, as a courtesy to our customer, we did step outside of our policy and set up a return for the device. A prepaid return shipping label was sent to the address on file and the device was due back by 9/23/24. Unfortunately, we have not received the device back and the return has cancelled. As this device was purchased 11 months ago, we are unable to accept the device for return.

The customers account was cancelled on 4/15/24, per their request. While the customer did not contact us prior to 4/15/24, we have refunded all service charges. The customers invoices totaled $262.27 and are broken out below.

$48.80 for prorated service dates 11/24/23 - 12/21/23
$55.89 for service dates 12/22/23 - 1/21/24
$55.89 for service dates 1/21/24 - 2/21/24
$55.89 for service dates 2/22/24 - 3/21/24
$45.80 for final prorated service dates of 3/22/24 4/15/24.

The customer was refunded a total of $322.30; $210.49 was refunded to the credit card on file and $111.81 was refunded via check; these are broken out below.

On 4/15/24, credits totaling $66.99 were issued to the card on file; $55.89 transaction ID *********************************-319F7001447D and $11.10 transaction ID *********************************-82B9F2D1A78E.

On 5/03/24, a credit of $48.90 was issued to the card on file; transaction ID Transaction Id = 030524C2B-0EAA693B-D80B-4B05-A38B-E205AD215F01.

On 5/08/24, a credit of $94.60 was issued to the card on file; transaction ID *********************************-923C11770FF5.

On 6/21/24, a refund check for $111.81 was sent to the address on file. There are no further credits warranted or authorized on this account.

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 ************
********************************************************************
******************************
Initial Complaint
Date:04/23/2024
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.
Today (4-23-24) I received the document I uploaded from Consumer Cellular, EVEN THOUGH I cancelled my service with them over a month ago on February 2, 2024. It states my service is five days past due! This IS NOT an error because I called them just a few minutes ago to find out what was going on. They told me the real amount of my balance that I still owe them is actually closer to $96! The rep on the phone said I actually cancelled on March 9, 2014 but that was not true. It was surely cancelled BY THEM for non-payment on March 2, 2024! He went through the bill for me because I requested an itemized list of the charges. It turns out, the only thing that was pro-rated for those seven days was $3 off of Roadside Assistance! I asked him why only THAT was pro-rated and nothing else, but he had no explanation and said I still owe the full amount! He could only say, "That's a good question!" The only reason why they say my service was cancelled on March 9th is because that is how long THEY kept the phone hostage! It was like pulling teeth to get a straight answer from them, and they would not give up the unlock codes so I can purchase carrier service elsewhere. They stalled for several days (and we had no service that long)! They give a great song-and-dance but their disguise is evident. It is nothing but a scam trying to prey on senior citizens!
Business Response
Date: 04/24/2024
April 24, 2024

BBB 21614517
*************************** (#XXXXX0813)

Choose a greeting

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion surrounding the final billing of Mr. ******* account.

********************** is not a prepaid service. We bill in arrears for service and usage. Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. The final bill of $83.18 reflects service received from 1/10/2024 to the date of cancelation, 2/9/2024. As the usage is valid, we are unable to make any adjustments, however, we have removed a late fee.

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:04/23/2024
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 had looked into consumer cellular, in March 2024 ..!i wanted pricing .. never ported out of my current carrier and they charged my account $65 for service i never used or activated. they billed me today. i
Business Response
Date: 04/24/2024
April 24, 2024

BBB #********
********************* (#XXXXX4853)

Dear BBB,

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

We are sorry to hear that our service did not work out for **************. ************** initially attempted to port their number to our service on 3/5/2024 but chose to opt out before the process could be completed. As we did not receive a verbal or written request to cancel, the account remained active and incurred charges. The account is now closed as of 4/23/2024. We have voided the $65.87 payment that was made to us via automatic payment on 4/23/2024. This invoice has been waived, there will be no further invoices, and nothing is owed to 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

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