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:04/07/2024

  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.

  Today, I was unable to log onto my Consumer Cellular account. I followed the instructions, several times, to reset my password - to no avail. I "Chatted" online with a Consumer Cellular employee; I called a Consumer Cellular employee: probably 30+ minutes before I hung up out of frustration. Later, I FINALLY managed to get my password changed and logged on to my account. Then, somehow, I lost contact with my account and was unable to log on again. Then, I was LOCKED out of my account. Once again, I called Consumer Cellular. I was informed that my account would be locked for the remainder of the day and to call back tomorrow. Changing a password SHOULD NOT be so time consuming!

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  BBB #********
  *********************** (#XXXXX7802)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We reached out to ******************** who advised us that the issue stated in the complaint is resolved. We appreciate the time taken to let us know about his experience, and apologize for any trouble this caused.
  
  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: 04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/05/2024

  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 called the company consumer cellular at ************ to buy phone service .The agent told me the plan is $30 for 10G monthly but if you use more than 10G, automatic the plan change to unlimited, you have to pay $40.I said ok. I used more than 10G monthly.My plan change to unlimited. The company should take $40 monthly from my account. The company took $56 monthly and the reception was very, very bad. I paid my last bill then switched to another company. Now, the company sent me a bill $112. Please, I want your help to fix that. I want that company send my name to credit bureau.

  

  Business Response

  Date: 04/06/2024

  April 6, 2024
  
  BBB File No. 21538381
  ***************************** (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.
  
  While Marquys Delilles account does not reflect that we received a request to cancel service, we have cancelled their service and applied credits totaling $71.62 to effectively backdate the cancellation to 2/06/24, the last date that usage was reported. The balance due on the cancelled account is now $41.71 and is due immediately. 
  
  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:04/05/2024

  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.

  Consumer Cellular deducted $***** from my checking account ******** pay and I was not on auto pay. I want my ***** funds returned to my checking account immediately.

  

  Business Response

  Date: 04/06/2024

  April 6, 2024
  
  BBB File No. 21535060
  ***************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. ***************************** reinstated service on 11/20/22, opting to enroll in email billing and AutoPay by debit or credit card. With AutoPay, payment is only taken if a balance is due on the invoice due date.
  
  Upon review of Mr. ******** account, it appears that while he was enrolled in AutoPay, he made his payments via credit card through his online account or the My CC app. ****************** can confirm he was enrolled in AutoPay by reviewing the Remittance Section on the first page of his invoices, where it states Do Not Pay. Your credit card will be billed on your due date."
  
  ****************** cancelled service on 3/15/24 and his final invoice generated on 3/18/24. When AutoPay ran on the invoice due date, 4/05/24, payment of $43.97 was taken using the credit card on file. We spoke with the customer later that day and explained his account had been set up with AutoPay. As a courtesy, we applied a one-time credit of $23.28 to his account and have submitted a refund request. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  Per Section 1.4 of the Wireless Customer Agreement (WCA) "If you have authorized charges to a credit card, debit card, or checking account (collectively, "Financial Account"), no additional notice or consent will be required before charges will be applied to that Financial 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 ************
  ******************************************
  www.ConsumerCellular.com
  

  Customer Answer

  Date: 04/06/2024

  I cancelled autopay immediately after I set up my account with CC and paid directly to CC through my credit card.

  My payment was paid on the 4th of each month which was before autopay was set to deduct my payment and before my actual due date.

  When I called to move my service to ***** I was never informed of any final invoice.  This was not an oversight on my part but misinformation that the CC representative never informed me about.

    This is unacceptable that I am being charged for a service I canceled before my original service had terminated.

  I still had time on my CC account that  previously been paid for before my transfer to *****.

  CC took advantage of me by not correctly informing me of a final invoice because my service was still active on their system when I transferred my service to *****.

   I paid monthly and was not due to be renewed before the 4th of the month.

  So why was there a final invoice when my service had not expired when my transfer to ***** took place???????

  Customer Answer

  Date: 04/13/2024

  I am completely dissatisfied with the partial refund.  $28.73 was not the amount deducted from my account $47.93.

  My account had not expired at the time the $47.93 was deducted and the CC rep never informed me about any additional charges after my account was closed.

  Consumer cellular took advantage of me by

  1st Never informing me of any additional fees.

  2. My account had not expired at time they deducted additional monies from my account.

  3. The partial refund of $28.73 did not make me whole which left my checking account overdrawn.

  4. Consumer cellular account practices are unclear, deceitful and outright dishonest.

  

  Business Response

  Date: 06/14/2024

  June 14, 2024
  
  BBB File No. ******** Rebuttal
  ***************************** (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 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. 
  
  ***************************** reinstated service on 11/20/22, opting to enroll in email billing and AutoPay by debit or credit card. With AutoPay, payment is only taken if a balance is due on the invoice due date. While he was enrolled in AutoPay, his account reflects that he made his payments via credit card through his online account or the My CC app. 
  
  Upon cancelling service on 3/15/24, an email was sent to ****************** confirming the disconnection of service and stated If you choose not to reinstate your subscription, you may receive at least one more invoice for the final prorated charges through 3/15/2024, the date your service was disconnected. This is due to the fact we bill in arrears for your monthly fees and usage charges. 
  
  Mr. Selmores final prorated invoice generated on 3/18/24 for the prorated service dates of 2/18/24   3/15/24, the date service was cancelled. On 4/05/24, the invoice due date, payment of $43.97 was taken using the credit card on file, as he was enrolled in AutoPay. As a courtesy, we applied a one-time credit of $23.28 to his account on 4/05/24. On 4/08/24, a credit of $23.28 was issued to his credit card on file. 
  
  ****************** can confirm he was enrolled in AutoPay by reviewing the Remittance Section on the first page of his invoices, where it states Do Not Pay. Your credit card will be billed on your due date."
  He can also confirm the service dates he was billed for, beginning on page two of his invoices. As significant usage reported through 3/15/24, we are unable to apply any further credits and the charges remain valid.
  
  Per Section 1.4 of the Wireless Customer Agreement (WCA) "If you have authorized charges to a credit card, debit card, or checking account (collectively, "Financial Account"), no additional notice or consent will be required before charges will be applied to that Financial 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 ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  Date:04/05/2024

  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.

  Consumer Cellular told me on multiple phone calls from 3/10 that I would owe no money. METTA on 3/10 told me that nothing would be deducted from my account on 3/15, as I had credits from multiple referrals which provide $20 credit each. This company actively gives the customer double-talk, saying one thing, than saying something different on each subsequent call. Besides not owing them the $7.85 they claim, they owe me $13.11, which they billed me, broken down as $9.83 for "Unlimited Minutes" which are included in the plan at no additional cost, & broken down as another $3.28 for "Unlimited Texts", which are also included in the plan.

  

  Business Response

  Date: 04/10/2024

  
  
                 
  April 10, 2024
  
  BBB 21533887
  *********************** (*****4265)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the customers account, we waived the final invoice of $20.06 in full, and issued a refund check for $13.21 to be sent to the address on file. The customer will receive the check within 2-3 weeks from 4/10/2024. The customer will receive no further invoices from Consumer Cellular. 
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 04/27/2024

  Here is my response to Consumer Cellular's response to my complaint.

  I spoke on 4/27 to *********, who argued with me that I was not entitled to a refund, at which point I asked for her Supervisor, ******, who stated the same thing.  Below is Consumer Cellular's 4/10 response that states:

  "..... After reviewing the customers account, we waived the final invoice of $20.06 in full, and issued a refund check for $13.21 to be sent to the address on file. The customer will receive the check within 2-3 weeks from 4/10/2024. The customer will receive no further invoices from Consumer Cellular.

  I am quoting Consumer Cellular's VERY ANSWER, which is "The customer will receive the check within 2-3 from 4/10/24.  So, per your OWN response to my complaint, REFUND THE MONEY, and verify when it was mailed and provide a copy of the check which, if you cannot post her on BBB, then send it as an attachment to my own email address, which you have.

  ***********************

   

  April 10, 2024
  
  BBB 21533887
  *********************** (*****4265)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the customers account, we waived the final invoice of $20.06 in full, and issued a refund check for $13.21 to be sent to the address on file. The customer will receive the check within 2-3 weeks from 4/10/2024. The customer will receive no further invoices from Consumer Cellular. 
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  

  Business Response

  Date: 06/20/2024

  
  
                 
  June 20, 2024
  
  BBB 21533887
  *********************** (*****4265)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the delay, as refund research can take up to 3 weeks.  After reviewing the account, a refund check of $14.00 has been mailed to the address on file on 5/10/2024.
    
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 06/20/2024

   
  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:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was out of town in January because my mother was in the hospital. Consumer Celluar upped my plan because I went over my data limit. I have no issue paying that month. But for February and March they charged me for the higher lab and I paid my bill. I have been with this company for several years and have gone over my data once because I was at the hospital as stated above. when i called to see why my bill was high they explain that I had gone over and they upgraded my plan automatically. But they didn't change it back and since I paid my bill already they will not refund me the other months that I was overcharged. They are supposed to be helping seniors not taking advantage of them. They did change my plan back to the original but I want them to credit back the overcharge for Feb and March. ******* i spoke with tried to get a supervisor on the phone but came back on the line a few minutes later and said they sent an email and i was out of luck. The ***** overpayment is my bad luck. I want my ***** overpayment back. I live on a very strict Widow benefit budget. I'm so tired of these big corporations taking advantage of us. *********************

  

  Business Response

  Date: 04/05/2024

  April 5, 2024
   
  BBB/21532541
  ********************* (#*****6305)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************** over the phone today regarding the automatic upgrade. We apologize for any frustration the automatic upgrade may have caused.
   
  Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher than expected usage or in the case that the customer signed up for a plan that was too small to cover their usage. Since many of our customers find the upgraded plan better suited to their needs, we do not automatically revert the customer's plan. It is the customer's responsibility to monitor their account and make any necessary adjustments. Our customers have until the end of the following billing period to make a change before their next invoice is generated.
   
  During our conversation, we reviewed the plan and usage and provided a one-time credit to cover the difference between the plans. In response to our customers concerns, we have also offered the option to opt out of automatic upgrades at any time.
   
  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:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a cell phone service with this company. I have since approximately May of 2019. Initially, I was being charged a responsible fee as advertised about $30.00/monthly. Currently, I am being charged $56.48 for probably years now. This company is advertising on the ** for $15.00/month plans, unlimited everything. When my bill increased several years ago, I called consumer Cellular and was specifically told that I had went over on the data usage. I had no idea how this was possible, but that is what I was told. I advised Consumer Cellular that I wanted to keep the bill reasonable. I was told that I would always be billed according to how much data I used and that there was no need for me to call. Recently, I looked into another cell phone and called Consumer Cellular to cancel my service. I was told that I should have called years ago to get back on the lower cost plan and since I did not call, I was charged for the higher plan. The person on the phone admitted that I did not go over the data usage since the first time that I initially allegedly exceeded my data usage. This is a direct contradiction to what I was told. Obviously, the person on the phone admitted that I have been overcharged for the last several years. This is unacceptable. I was offered a lower monthly plan which obviously, is what I should have been charged for the last several years. This is fraud and deceptive business practices!!! The person on the phone gave me credit for the upcoming month (April), but this is unacceptable to cheating me for several years.

  

  Business Response

  Date: 04/10/2024

  April 10, 2024
  
  BBB File No. 21530536
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Our plans start as low as $20.00 plus tax for Unlimited Talk, Text and 1GB. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a data plan that was too small to cover their usage. Should they exceed their plans limit their plan would automatically be upgraded to the next available plan to meet the phone usage. We notify our customers via usage alerts when they are nearing plan limits and when the plan is changed. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor and make adjustments to their account as they see fit. Customers may opt out of the auto-upgrades by contacting customer service.
  
  Our website provides this information stating If you go over your plans limit of minutes or data during the month, well automatically upgrade you to a plan that covers the amount youve used. ...Your bill for the month will include the upgraded plan. You will remain on the upgraded plan unless you choose to change to a different plan after the current billing cycle is complete.
  
  ************************* contacted customer service on 3/26/24 and we explained how the auto upgrade feature works. Per her request, she was opted out of automatic upgrades and her plan was lowered to Unlimited Minutes for $15.00 plus tax and Unlimited Texts/5GB for $10.00 plus tax. As well, the representative applied a credit of $27.35 to the account. As a courtesy to a valued customer, we have applied additional credits totaling $150.37; the account has received a total of $177.72 in credits (including the credit from 3/26/24). The account now has a credit balance of $150.37, which will be automatically applied to future invoices. 
  
  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: 04/11/2024

   
  Complaint: 21530536
  
  I am rejecting this response because I am being retaliated against because of this complaint.  I received an e-mail, yesterday, I think, saying that I am close to going over my usage of data, and that my service would be slow.  Not over my usage, but close.  What does that mean?  I downloaded their app (my CC) and according to their app, I am close, but not over.  So, why is my service so slow??!!  Also, my payment cycle ends on April 13th, three days away from when I am allegedly almost over my usage??!!  Even if I am close to my monthly usage, it makes no sense to slow my service 3 days away from the new cycle!! If I have not gone over my usage in the past, since 2019, why am I going over now?  I say, I'm not and that this is just retaliation from Consumer Cellular.  Right now, I am at home connected to my wi-fi.  I tried to start a podcast this morning and my cell phone is still buffering, over an hour and a half after I hit play.  This is unacceptable!!

  This company targets senior citizens for their service.  The fact that they are retaliating against me should be unacceptable for all concerns, especially AARP who allows this company to advertise in their newsletter and magazine.

  I want the retaliation stopped and my usual service resumed!!

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

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around March 18th, 2024, I ordered a ***** C110 phone and monthly plan from Consumer Cellular for which I paid $117.00 for. Although they were happy to take my money, they never sent the items I paid for. Instead of sending me what I ordered, they sent me a case ONLY, for the phone which I never ordered, and which I received on March 23rd. 2024. Since that time, even after speaking with several different individuals including a supervisor(?), I was told over and over again, that yes, my invoice did show that I ordered the phone and plan and NOT a case and that it was a mixup on their end and that they would expedite the phone to me. I have heard NOTHING from them and everytime I call, they tell me that the phone was delivered on March 23rd, which it wasn't. It was a case for the phone only. This company has got to be the most incompetent bunch of individuals I have ever known. If they refuse to send me what I ordered, the ***** phone and $20 monthly plan, then I want them to credit my money back. They even admitted it was their screwup.

  

  Business Response

  Date: 04/04/2024

  April 04, 2024
  
  BBB 21529273
  ***************** *****3072
   
  
  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 his concerns about his lost phone order. We understand it would be incredibly frustrating to order a new phone and to receive the wrong order.  As a courtesy,we ordered ***************** the same device at no additional cost; **** will receive their order within 1-2 business days. Once **** receives their new device, they will need to please contact us to activate it at ************** or via live chat 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:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cellphone from Consumer Cellular for $60 when l became a customer after a while with them l in countered billing problems of over charges so on May 18th 2023 l suspended service with them I'm working with *********** to activate their service but the phone l bought from CC my personal property is locked by them therefore *********** can't activate the phone, Consumer Cellular is saying it's locked because I owe them $91 and some cents which is untrue , I was billed $34.28 for May ***** but had $25 over charges which l deducted plus that billing was for the whole month of May and l suspended service on the 18th of May therefore l figured my obligation for filled.

  

  Business Response

  Date: 04/03/2024

  April 3, 2024
  
  BBB File No. 21523149
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular phones are designed for our service and are locked for use with our network, which is standard for carriers nationwide. Phones purchased from Consumer Cellular can be unlocked after 30 days of active service as long as all other requirements are met. This includes the account being in good standing with no past due amount and the phone purchase price has been paid in full. Please understand, Consumer Cellular cannot guarantee that our phones and all of the features will work with another service provider's network, domestic or international.
  
  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 on 5/19/23. As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency **************************** (PCS) on 9/26/23. When an account is moved to PCS, the entire account - including the balance owed - is transferred. For all payments, arrangements, negotiations or questions about the balance, the customer will need to contact PCS at ************** as Consumer Cellular no longer owns this debt. 
  
  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: 04/04/2024

   
  Complaint: 21523149
  
  I am rejecting this response because: As I said upon cancellation on 5-18-2023 the billing was $34.28 review of the billing by me showed a $25 overcharge which I deducted from the $34.28 which was the billing for the full month of May that left a balance of $9.28 which I deducted because of the full month billing which was canceled on the 18th of may.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/08/2024

  The cell phone I have was bought and paid for by me , therefore it became my personal property at that time the rule of Consumer Cellular having control to the point of locking the phone which is my personal property is an invasion on my private life ,giving the authority control a private citizens life.

• Initial Complaint

  Date:04/02/2024

  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 March 14th, 2023 I purchased an iPhone 14 Pro, 128Gb phone on a payment plan from Consumer Cellular (CC). Since receiving the phone I have been unable to consistently make phones calls whether via wifi or cellular service with this phone wihtout having to restart the phone, turn airplane mode on, or reset the eSIM. I have phoend CC multiple times over the course of the year complaining about this, performing their steps, etc. And each time the phone will work for a few days, and then resort back to the inconsistent ability to make calls. Understandbly, I have been frustrated and I can't call CC each time, and so I just try to make the best of it. On Tuesday, March 26 I phoned CC and spoke with a nice lady and we agreed that I would do one final master reset of the phone, and if that didn't work, I would call back and ask to speak to a supervisor to have my phone replaced. On Friday March 29th I phoned back, an was transferred to *******, who stated that she was a supervisor. I informed her of what was going on, and that I needed a new phone since I had purchased my phone from them, and that from the get-go the phone had not functioned correctly. ******* told me that "all warranty needs to go through Apple." I told ******* that was not adequate and that I needed to speak to her manager or supervisor, she told me "I am the manager, to which I said, 'no, you are a supervisor, I want to speak to your manager.'" Needless to say, ******* cold transffered me to an Apple tech support who didn't know the purpose of my call, nor was able to help me except to tell me to make an appointment with the Genius Bar to get my phone fixed. I want CC to: 1. Educate their supervisors about poor customer service., and 2. to send me a replacement phone. I have been paying them for a phone that I cannot use without resetting the cellular service. This is unacceptable.

  

  Business Response

  Date: 04/12/2024

  April 12, 2024
  
  BBB 21521687
  ************************* *****0813
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We attempted to reach ************************* multiple times, but we were unable to speak with them. We understand ******'s frustrations with the connection issues they have been experiencing with their device. We corresponded with ****** via email, explaining we do not replace Apple products. We partner with Apple;however, Apple requires that their phones are replaced directly by them; this is not something we control.
  
  Additionally, we provided ************************* with troubleshooting instructions to enable domestic roaming on their device, refreshed their phone services, and advised them to test their connection over the next few days. If the connection issues persist,we will need to delete the phone's eSIM and install a new one. If the problems persist after following these steps, Apple may be able to help troubleshoot and replace the phone since the one-year warranty ended recently in March; however,it is not guaranteed.
  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: 04/18/2024

   
  Complaint: 21521687
  
  I am rejecting this response because:

  Initially their fix did appear to correct the issue (inability to make phone calls without turning the phone off and or switching airplane mode on and then off), however, when going to make a call today, I had to perform those actions to be able to complete the call. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/02/2024

  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 keep getting past due notices on my account even though my card is good. And I keep trying to call them and get my PIN reset since I've forgotten my PIN

  

  Business Response

  Date: 04/10/2024

  April 10, 2024
  
  BBB File No. 21519698
  ********************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers very seriously. To comply with new FCC guidelines, before a customer has access to an account, they are required to provide the security PIN for the account. This is done to ensure that only the customer or secondary user (if applicable) can access their account, make changes to their plans or purchase equipment. In the event an account has not set up the security PIN or they do not remember their PIN, it is necessary to take steps to identify the caller is authorized on an account, which includes sending a one-time passcode to the cell phone number on the account. Once this temporary passcode is validated, our representatives can then add the four-digit security PIN provided by the customer, which will be used for verification going forward.  
  
  *************** invoices are due on the 17th of each month. As payment was not received on 1/17/24 and 3/17/24, automated payment reminders were sent via email. The customers account is now current. If they would like to opt-out of billing reminders, they may do so by contacting customer service at ************. Please note, opting out of payment reminders will not negate the balance 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: 04/10/2024

   
  Complaint: 21519698
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************