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:04/22/2024
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.
April 18,20224 Consumer Cellular has double-charged me, and when I requested a refund, they suspended my account. They will only remove the suspension if I drop the refund request. When I called to file a complaint, the supervisor, ******, told me I could not speak to anyone but him. Now, I am being held hostage by this company.
Business Response
Date: 04/23/2024
April 23, 2024

BBB #********
************************* (#XXXXX7288)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. When ************************* signed up for service, he was approved for our Autopay Required program. This requires a valid debit/credit card to be always on file. After nine on-time payments, the Autopay Required feature can be removed.

We attempted to debit $65.51 on 3/15/24 via Autopay for service provided from 1/26/24 to 2/25/24. However, we received an error Declined: NSF. We continued to receive this error each time we attempted to take the payment. We received this error once more, along with error Declined: 79, from the card provider again when we attempted to take the payment of $131.13 the next month on 4/15/24 for service provided from 2/26/24 to 3/25/24.

To resolve this payment issue, we tried calling ************************* several times, as well as sending text messages and emails to contact the customer. As of 4/20/24, the account was suspended for non-payment for services already provided. We have spoken with ************************* and recommended contacting the card provider or financial institution to inquire into the errors that have been received. We also recommended to make the payment using a different card or method.

Once the payment has been received, the account will be reinstated. Once reinstated, the number can certainly be released to a new provider.

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: 04/23/2024

Complaint: 21606735

I am rejecting this response because:
I have repeatedly made payments to the company over the past week. I completed three transactions with *************, and *******. That does not include the transactions made online. I had discussions with my bank and the companys agent to verify that the payments were made and provided them with several transaction IDs to help trace the missing money.
Sincerely,

*************************
Business Response
Date: 05/20/2024
May 20, 2024

BBB #******** Rebuttal
************************* (#XXXXX7288)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The payments on ******************* account, utilizing the debit/credit card we have on file, continue to be denied by the card provider. The error we received from the card provider is Declined 79. This error typically means the card provider has already reversed the payment. This is not an error that we can override on our end. The customer must contact their financial institution or card provider for more information.

In an attempt to resolve this payment issue, we tried calling ************************* several times, as well as sending text messages and emails to contact the customer. As of 4/20/24, the account was suspended for non-payment for services already provided. We have spoken with ************************* multiple times and have recommended contacting the card provider or financial institution to inquire into the errors that have been received. We also have recommended to make the payment using a different card or method. He did mention in a chat with an agent that a check payment was sent in the mail; however, as of 5/20/24, a check payment has not been received. If it shows as cashed on the customer's end, we are requesting a copy of the front and back of the cashed check to verify if the endorsement is ours.

Once the full payment has been received, the account will be reinstated. Once reinstated, the number can certainly be released to a new provider.

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: 05/20/2024

Complaint: 21606735

I am rejecting this response because:I have contacted the attorney general of Texas for the fraud consumers cellular

Sincerely,

*************************
Initial Complaint
Date:04/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my Consumer Cellular bill on 4/12/24 electronically from my checking account; however, the payment was returned. I was not notified until they sent an email on 4/18/24 after they turned off our cell phone service. I paid $40.00 toward the $56.01 balance on 4/18/24 but can't pay the rest and their $20.00 fee until I get paid on the 26th. They offered to waive the fee but only if I can make a payment, so they didn't waive the fee either. There was no notice that this would happen, they just shut off our phones and we have been paying customers for 3 years and I always pay my bills. We have no phone service now and my father-in-law is in hospice and we need to be able to communicate with our family. I am very disappointed that they just shut off our service. A phone I thought should give you at least notice of their intent to shut off the phone. Their service is terrible. Account is for ************.
Customer Answer
Date: 04/19/2024
I was able to charge the remaining balance due of $16.01 and contacted back because a previous rep said they would waive the $20 fee which I could not afford. I was then told I had to pay the fee and get reimbursed after that. Something I was not told previously. When I complained the rep went to a supervisor who waived the fee and restored my service. The issue that still stands is that my payment due date was the 17th and they shut of service with no notice and sent a email which I could not retrieve because I had no service. 1 day late. That seems unfair given that other utilities have to give you 90 days.
Customer Answer
Date: 04/19/2024
I was able to charge the remaining balance due of $16.01 and contacted back because a previous rep said they would waive the $20 fee which I could not afford. I was then told I had to pay the fee and get reimbursed after that. Something I was not told previously. When I complained the rep went to a supervisor who waived the fee and restored my service. The issue that still stands is that my payment due date was the 17th and they shut of service with no notice and sent a email which I could not retrieve because I had no service. 1 day late. That seems unfair given that other utilities have to give you 90 days.
Business Response
Date: 04/19/2024
April 19, 2024

BBB #********
*********************** (#*****0649)

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 account.

On 04/12/2024, ****************** account was suspended due to non-payment when her eCheck payment of $56.01 was returned due to insufficient funds on 04/18/2024. An email was also sent to the address on file to notify our customer of the failed payment on 04/18/2024. The $56.01 payment was reversed, and a $20.00 bank fee was applied to their account. When **************** contacted us on 04/18/2024, they were advised of the reversed payment and $20.00 fee. **************** was also advised that as a one-time courtesy, we would be able to submit a request to credit the $20.00 fee once we received payment to bring her account current.

Once an account has been suspended for non-payment, we are not able to reinstate services until the full past due amount is paid, which does include the $20.00 bank fee. ****************** account was reinstated on 04/18/2024 when payments totaling $56.01 were posted to their account, with a credit of $20.00 applied for the returned payment 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
Customer Answer
Date: 04/19/2024

Complaint: 21595525

I am rejecting this response because: no notice that a payment one day late would result in suspension of service. An email to my suspended phone is not adequate notice nor do I feel a payment one day late should result in a shut off of service. The original payment was sent 4.12.24, your system should have identified the nsf sooner and regardless you should have notified me before turning off my phone. Thank you.

Sincerely,

***********************
Initial Complaint
Date:04/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My payment, which I mailed to them on 3/20/2024 for March, went missing, this is the 3rd time this has happened. I have contacted them each time and all I get is sorry and how are you paying for it. Today, I contacted them online and again they were sorry and asked if they could take payment. The person ************** refused to past the problem on to anyone who might be able to look into the problem when I contacted them today (4/18/2024). This is the only company where my payments disappear. All the other bills I mail get to their destinations. I suggested there is likely a problem at their end - either the postal service in their area or at their processing center. ************ ignored that and said it was not their problem.
Business Response
Date: 04/20/2024
April 20, 2024

BBB File No. 21594537
********************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular accepts payments via bill pay (through their bank), e-Check, credit and debit cards, including prepaid credit/debit cards. Payments may be made online or over the phone. Customers may also pay with a personal check, money order or cashier check sent via the **** to the payment processing center listed on the remittance portion of their invoice.

Upon review of Mr. ********** account, I see that his payments are made via credit card. ********************** contacted us on 10/20/20, 5/19/21 and 4/18/24 to see if payment was received. It does appear that the payments were received after the due date. We do apologize for any frustration, however, customers paying by check should allow 7 10 business days for the check to be received and processed.

As an added convenience, Consumer Cellular offers AutoPay via credit/debit card or e-Check. With AutoPay, payment is only taken using the credit/debit card or banking information on file if there is a balance due on the invoice due date.

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: 21594537

I am rejecting this response because:
They totally ignored the problem. They still refuse to try and find out what happened to the missing mail.
The bills got paid online after they sent a double bill covering 2 months and threatening late penalties or cutting off service.
They seem to be saying here are the ways to pay and we do not care if there is a problem. It seems the job of customer service is to collect the money no matter the circumstances, contrary to their TV ads.
I am very disappointed in their responses here and when I contact them.
Sincerely,

*********************************
Initial Complaint
Date:04/16/2024
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.
On April 10, 2024 I attempted to change my cellular service from ******* to Consumer cellular advertised by AARP after spending several hours on the phone with Consumer cellular they had called ******* to get my number. Did all the work to have my number released by ******* for my two phones and switch to their companies Consumer cellular at the end during a test process when my phone would not pick up any service at all they discovered that they had no antennas in my area, therefore I had to go back to ******* and reconnect my service with them which cost me to have it reconnected with ******* . I believe they shouldve checked to see if there were any of their antennas in my area before I spent my entire day on the phone with them and occurring a charge you havent reconnected with my original service all this could been avoided by simply checking their map for service in my area thank you *******************
Business Response
Date: 04/17/2024
April 17, 2024

BBB 21584564
******************* (#XXXXX7789)

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, especially when first attempting to establish service. We are sorry to hear this is not what **************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Mr. ******* concern to the appropriate department for further review and training.

We have credited all account charges, and nothing is owed to Consumer Cellular, but we cannot provide credit for charges incurred from other companies.

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:04/16/2024
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 purchased a phone online from Consumer Cellular on 3/27/2024, and I received it on 4/1/2024.I plugged it in to charge it, but the phone wouldn't charge, so I called Consumer Cellular to let them know the phone didn't work. They instructed me to try plugging the phone to different outlets and try different phone charges. I did, but the phone still would not charge. Then, I was told to leave it plugged in for 4 to 8 hours, and if this didn't work to send it back for a refund. The phone still would not charge after 8 hours of the phone being charged. I called back on 4/2/2024. They said, I would receive an email with a return shipping label, and that after it was received I would get refunded.I sent the phone back on or about 4/6/2024, but Consumer Cellular denied the return and sent it back with a letter stating the phone cannot be returned for a credit because the charging port is damaged. I was completely puzzled because that was the reason in the first place I sent it back. It was damaged when I got the phone. I called again and explained this, but they refused to help me. They claim that I must have damaged the phone. I explained the phone did not work right out of the box. They refuse to give me my money back even after I was told I would get the refund after I sent it back.
Business Response
Date: 04/22/2024
April 22, 2024

BBB 21583026
********************************* *****5780

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.

We understand ************************* concerns regarding their denied return due to the damaged charging port. We advise that a phone must be in like-new condition to be returned and processed for a refund; this means no signs of liquid or physical damage, cracks,or scratches of any kind. However, as a one-time courtesy, we credited ************************* account $119.99 for the **** Connect phone. ******* should receive their refund within the next 2-3 weeks, or their credit card will be credited when possible.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I am disappointed that I had to file a complaint for Consumer Cellular to rectify the wrong.

Sincerely,

*********************************
Initial Complaint
Date:04/14/2024
Type:Sales and Advertising 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 started using their service since 2023/12/23, with the promos of one month for free. Then, I paid $20 immediately for one month service. However, I found that their internet is not good in my area. So I cancelled their service on 2024/02/12. So, in this case, I do not need to pay for another amount for their services, because the second month is free per their promo terms. Since March, they charged me the service fee for the second month, $21.70. I disputed with my bank, who have agreed with my dispute and refunded to me. However, I recently received their bills again to ask me have to pay for their service fees, $39.16 (plus the late fee). I tried to contact them for the disagreement with the billing, they refuse to waive the fee. You know, the promo said the second month is free. Also, during my service time, due to the bad internet, I nearly use their any service. Therefore, I claim that they need to waive the fees for the unreasonable charge.
Business Response
Date: 04/15/2024
BBB 21574783
************** (#*****0848)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Our Second Month Free Promotion, available to new and returning customers, offers the second month free if they sign up for service before January 31, 2024. It's important to note that a full disclaimer on our website and direct mailings clearly states that if the account becomes inactive for any reason before the full amount is received, any remaining credits will be forfeited. In this case, as the account was closed on February 12, the promotional offer was forfeited before the second invoice was posted. We apologize for any confusion or misunderstanding this may have caused.

When the customer signed up for service on December 23, 2023, they paid $20 in advance for their first month's invoice. The customer's invoice, which was due on February 11, included unlimited talk, text, and 1GB of data for $20 before taxes, as advertised on our website. The advance payment of $20 covered the plan charges but did not cover the taxes and surcharges, totaling $7.46. Since the customer was on Autopay, the payment of $7.46 was made automatically on February 11. On March 22, this payment was returned to the bank as the customer filed a dispute. Due to this, a $5 chargeback fee was added to the account balance.

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. When an account is closed, there is always a final bill for service through the cancellation date. The final bill for the period from January 14 to February 13 was prorated and due on March 3 for $21.70 and was automatically paid on March 3. However, on March 25, this payment was also returned to the bank due to a dispute, resulting in an additional $5 chargeback fee being added to the account balance, bringing the total to $39.16. After paying the remaining first month's service charges of $7.46 with the customer, we waived the outstanding balance of $31.70 as a courtesy, leaving the account balance at $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: 04/15/2024

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,

Min *****
Initial Complaint
Date:04/14/2024
Type:Sales and Advertising 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.
Consumer Cellular continues to harass me and demand collection for $5.34. I have never had telephone cellular service through Consumer Cellular at any time in my life. I have been a loyal ******* customer for over 15 years. ********************** claims to be a senior citizen friendly business, they are anything but if they are filing collection notices against a 72 year old man who never had an account with them. They need to acknowledge this fact.
Business Response
Date: 04/15/2024
April 15, 2024

BBB 21574222
************************* (#XXXXX3587)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any issues with billing. We have cleared the account balance so that nothing is owed and no further invoices will be received.

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: 04/15/2024

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:04/12/2024
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.
Have been receiving phone calls from business on daily basis. I have contacted the 800 number given in this complaint over 2 weeks ago with a representative from consumer cellular and was advised to fill out a do not contact form when the woman agent ask we need your birthdate I advised the agent I have no account with your busisness and I am not providing personal information to remove me from your business.I then ask the agent to transfer me to the manager and was advised would be brief hold time.The manager answer the phone said what can I help you with today. I explain am receiving calls from your company consumer cellular and I do not have an account or association with your company and to stop calling my phone.The manager said I understand and need information to fill out this no contact form. I gave the manager my contact information and was advised " the policy could take up to 2 weeks" It has been past 2 weeks are still receiving phone calls from 2 different numbers claiming to be consumer cellular.I have filed 2 reports with the ftc do not call list as I am registered and have no association with this company.Am filing complaint with better busisness bureau to stop calling my phone
Business Response
Date: 04/12/2024
April 12, 2024

BBB #********
***************************

Dear BBB,

Thank you for contacting us regarding *************************** complaint and allowing us the opportunity to respond. We apologize for any frustration caused by this issue. We have removed **************** from all mailing lists and verified that their information does not exist in our marketing system. It can take 2 weeks for all our systems to be updated and mailings to stop.

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
I have contacted consumer cellular months ago and was advised by a manager on a recorded line that i would be removed from the do not call contact list in your company database that i still receive calls from this ************** number weeks after you claim it has been removed. I have filed a second complaint with the better busisness bureau about still being contacted after said removal from your company.
Several ftc complaints have been filed as well as a company that violates the do not call list.

Customer Answer
Date: 05/14/2024
Company keeps calling my cell phone number from ************** number may 1st at 2:09 pm. I have spoke with a manager on a recorded line that i have no account with this busisness and have given manager information to be removed from receiving calls from consumer cellular. I am on the do not call list and are violating my rights as company keeps calling my cell phone when i have asked them to be removed. This is my 2nd time filing a complaint about this buisness about harassment violation of do not call list. I have filed several complaints with the ftc.gov about this company as well.
Business Response
Date: 05/16/2024
May 16, 2024

BBB #********
***************************

Dear BBB,

Thank you for contacting us regarding *************************** complaint and allowing us the opportunity to respond further. We apologize for any frustration caused by this issue. With further review, it was discovered **************** phone number was listed on an account that was not in his name. Their phone number has been removed from our system and they will no longer receive calls 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
Initial Complaint
Date:04/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My cell phone has been unable to make or receive calls. I first noticed this problem on 04/08/24 and I sent a text to the Consumer Cellular tech people.They remotely checked various functions on my phone and after 90 minutes I was told that a ticket had been created and to check back in the morning.On 04/09/24 I sent another text asking when the problem would be resolved. The tech help again remotely checked my phone for about an hour. I was then told to check back the next morning to see if the problem had been resolved.On 04/10/24 I went to my daughters to use her phone to call them and asked when the problem would be resolved. I was told 04/11/24.On 04/11/24 I sent another text asking when the problem would be resolved and was told that nothing had happened with the ticket since 04/08/24. The tech person asked me to turn off the Wi-Fi to my phone which I did, this of course disconnected my conversation with her.It is now 04/12/24 and I still cannot make or receive calls.
Business Response
Date: 04/15/2024

April 15, 2024

BBB: 21566279
*********************** (#*****8636)

Dear BBB,

Thank you for contacting us regarding **************** and allowing us to respond to their service concerns. We understand how frustrating this is for the customer.

On 4/08/2024, the customer alerted us to a lack of service. We advised of a downgraded tower in his location and that we would work with our network to resolve the issue. Unfortunately, we were not allowed the opportunity to help the customer as they transferred their number to another provider.

Consumer Cellular bills are in arrears for monthly service and usage after the billing cycle ends. We are not a prepaid provider; service is month to month. When an account is closed, there is always a final bill for service through the cancellation date.

As a courtesy, we backdated the cancellation. The last bill is for service from 3/16/2024 4/08/2024, last date of usage.

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: 04/16/2024

Complaint: 21566279

I am rejecting this response because Consumer Cellulars explanation of what transpired is inaccurate.
Prior to seeking assistance with my account I had checked on the AT&T, ******** and Consumer Cellular web sites for any indication of cell phone outages in my area and there were none to be found.
I communicated via text with Consumer Cellulars help people on 04/08 and 04/09.
On 04/10 I traveled to my daughters to use her phone to call Consumer Cellular because I was then on my 3rd day without a phone service. I was told during that call that the service would be operational again by 04/11 but there was no mention to me of a downgraded tower on that date or any previous date.
On 04/11, I sent another text late in the day to the Consumer Cellular help people and I explained that I still had no service. They informed me that they would check my complaint ticket. They then requested that I switch off the Wi-Fi to my phone. This of course disconnected my text conversation with them.
On 04/12, I reached out to ******** to set me up with a service using my existing number. This was on the 5th day that I had been without service from Consumer Cellular and contrary to their statement, they had been given every opportunity to fix the problem before I decided to take my business elsewhere.
Im a little confused as to why the help people that I sent texts to never mentioned a downgraded tower. Im confused as to why they performed remote fault diagnostics on my phone. Im confused as to why they told me to remove the *** card from my phone and then send me an e***. Im confused as to why they asked me to switch off the Wi-Fi to my phone. I doubt if they would have bothered to do any of this if the problem lay with a downgraded tower.
I had been 5 days without cell phone service with no reasonable explanation as to why and no way of knowing when the service would be reinstated. This is why I switched providers.

Sincerely,

***********************
Initial Complaint
Date:04/11/2024
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.
Purchased service from Consumer cellular 8 weeks ago - Have had nothing but problems ever since - *********** bad **** etc - Decided to switch back to ****** Asked Consumer Cellular to transfer the 2 phone numbers - ************** they sent Unlock Pins to allow for phone number transfer and ************** I went to **** to get the service activated/transferred - Every time, **** tells me Consumer Cellular will not release the number - Ive now spent 8 weeks with next to no service - I have a Temporary number that rings on two phones, only one of which can be answered and even that intermittently - Ive spent close to 20 hrs on the phone with Consumer Cellular, the latest is that it will Take 2 weeks to transfer my number - So Im supposed to be without service for over 2 months because of them? Absolutely horrible company - I just want my numbers transfered out - This should not be difficult ! Im now going to contact both the *** and Consumer ***************** to lodge formal complaints
Business Response
Date: 04/13/2024
April 13, 2024

BBB File No. 21565310
*******************

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. However, we are unable to locate an account with the information provided.

In order to port-out a phone number from Consumer Cellular to another service provider, the new service provider will need to submit an electronic port out request with the following information from their Consumer Cellular account:

Account number
Billing Zip code
Matching SPOP (Secure Port Out PIN)

Once received, if the information matches with their Consumer Cellular account, the port-out will be confirmed and the number released. At that time, the line will automatically be cancelled with Consumer Cellular. If the customer continues to have difficulties porting out their number, they are welcome to contact our porting department 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

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