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:04/01/2024

  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.

  My mother, ***********************, was a client of Consumer Cellular with the phone number ************** and the account number *********. She passed away on December 8, 2023. The following month, January, 2024, I reported her death to Consumer Cellular after receiving notice they could not process payment due to a declined credit card, which I had previously closed at her bank. On January 27, 2024, I reported her death to the company and asked them to close the account. They agreed. The amount due was larger than the amount printed on her past due statement, but I was assured it was the corrected last and final payment due as we closed the account. I paid $112.36 on my personal credit card on January 27 as the last and final payment. Then, I received another statement. I assumed it had crossed in the mail with the date the account was closed. I kept receiving correspondence from the company. The lastest stating: "Final Invoice" and also stating "The account is closed." I called and spoke with customer service. I explained that I had paid the final bill over two months prior and this new amount was erroneous. I asked if the account was indeed closed as I had been promised. They stated that the $96 invoice could be handled if I sent in my mother's death certificate and alerted them to the January 27 final payment. This account had been closed already. The call recorded. The payment made. No activity on the account/phone. No mention of a death certificate was ever requested. I do have one available, but the company should stand by their promise to close it when they originally spoke with me. I was good enough to take money from. This is fraudulent to continue to knowingly bill deceased customers. I told them I would be reporting this as a deceptive business practice. Their customer service, which they pride themselves on, is just plain awful. They lied to me and took my money and then asked for more. Shame on Consumer Cellular!

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  BBB File No. 21515805
  ********************* (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.
  
  On 2/16/23, the customer purchased the ******* Galaxy A13 - Black 32GB using EasyPay. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.
  
  On 2/22/23, a return was set up for the device and a prepaid return shipping label was sent to the customer. When the device was received at the warehouse on 3/08/23, the return was denied due to physical damage with scratches to the display and the device was sent back to the customer. 
  
  When the account was cancelled on 2/22/24, the remaining EasPay balance of $91.00 was billed to the account. As a courtesy, we applied credits totaling $39.60 to backdate the cancellation to 12/08/23, the last date usage reported. The balance due on the account is now $56.40 and includes a late fee. Upon receipt of $51.40, we may waive the 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:03/29/2024

  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 bought a cell phone online 3/25/2024 received it in mail on 3/27/2024. On 3/28/2024 the phone locked me out and Im not able to use it. I called consumer cellular with no resolution to the problem, I called ******* they tried to walk me through a solution but it didnt work. They suggested I take the phone to ************ which is 60 miles from where I live, I took it there to U break I fix(even though I didnt break it). They couldnt fix it, since I was close to Best Buy I took it there to see if they could fix it they, could not. I went back home called consumer cellular again so they suggested I call assurance (the phone insurance company, to get another phone from the insurance company I would have to pay $99.00 and its not my fault that this phone is not working. Assurance told me to call ******* because the phone is new and still under warranty so I called ******* they suggested consumer cellular replace the phone. I called consumer cellular back again they informed me that they would not replace the phone that I needed to let the phone that I have battery die then recharge it until it reach 100%. Im explaining to them that Ive called assurance, *******, taken it to ************ and they refuse to exchange because they think I dont know the code that I used on a previous phone that I had for years. Then he thinks that I keyed it in incorrect but I double checked to make sure it was correct and I had to key it in twice. When I took it to Best Buy the guy suggested that I return the phone to consumer cellular he felt there was a glitch.

  

  Business Response

  Date: 04/04/2024

  April 4, 2024
   
  BBB - 21506307
  ******************* (#XXXXX4385)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were sorry to hear that ********** was locked out of her device and unable to use it. We were able to speak with ********** over the phone about this issue.
   
  We attempted to perform a hard reset on the device since this can resolve the lockout issue that ********** was experiencing. To do the hard reset, the device needed to be powered off, so we scheduled a callback to give the device battery time to deplete to 0%. When we spoke to ********** again, she indicated she was unable to do the hard reset and decided to transfer her service to another carrier.
   
  After hearing that ********** was unable to perform the hard reset, we informed her that having attempted this step will allow us to initiate a warranty replacement. We also reassured ********** that since her device was still within the Risk-Free-Guarantee period, she would receive a new, unopened device as a replacement. We were informed that ********** did not wish to begin the warranty and decided to transfer her service.
   
   
  Thank you for allowing us to address these concerns.  We hope for the opportunity to assist ********** again in the future if things change. 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: 04/05/2024

   
  Complaint: 21506307
  
  I am rejecting this response because:

  I ordered this phone from Consumer Cellular on March 25 2024 and I received it in the mail on March 27, 2024. I started having problems with the phone the day after I got it March 28, 2024. I called Consumer Cellular and informed them of the problem they told me to call ******** I did. ******* suggested that I take the phone to  U break I Fix which is 63 miles away from me, they couldn't fix it so I  took it to Best Buy. The tech at Best Buy suggested that I call Consumer Cellular and explain to them that there was a problem with the phone because he tried to do a hard reset and it would not work and he tried several times that was when he suggested I return the phone. I returned home called Consumer Cellular they kept implying that I had forgotten the password I put in the phone which was not the case it was the same password I used for years on previous phones I had used. And I had to input the password twice so they are saying I put the password in twice incorrect and I forgot it, really? Then they wanted to wait until the battery died to do a hard reset because the phone wouldn't turn off with the power button. I did that waited 3 days for the battery to die and the hard reset would not work. Then they told me to ****** how to do something on the phone that's when I decided enough was enough. I do taxes its tax season my customers couldn't reach me I was in limbo because of them and at that point I decided to switch phone companies because now a week had passed and I desperately needed my phone. How long can Consumer Cellular as a business go without phone service?

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

• Initial Complaint

  Date:03/29/2024

  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.

  The website gives a credit for using auto pay/auto billing, but charges $5.00 for NOT using auto pay/auto billing.If more data is used than selected plan, company auto changes to next higher data plan without permission. You have to ask for the auto upgrade to be turned off.This information is not stated on any plan.

  

  Business Response

  Date: 03/30/2024

  March 30, 2024
  
  
  BBB File No. 21505726
  *************************** (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. We recently implemented some 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 both our AutoPay program and electronic billing.
  
  Information regarding the $5.00 convenience fee is listed on our website and states *The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing.
  
  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 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 it.
  
  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: 04/05/2024

   
  Complaint: 21505726
  
  I am rejecting this response because:

  All of my business activity has been online. I have paid online since I signed up the first time, and I still get notifications about balances and when my payment is due all online. So Consumer Cellular should give the option to opt-out of paper billing and not force people to pay extra for auto pay. I would opt-out of paper billing if offered. Consumer Cellular claims transparency but charging for auto pay without giving an option is is a scam for extra money.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2024

  Type:Billing 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.

  Purchased Consumer Cellular June 6, 2023. Did not provide sufficient service to use the phones in our home. (had another cell service that worked fine). Worked with their staff to resolve with SIM update and finally SIM replacement without success. Always paid their bill . Continued to use the phone until Oct. 22, 2023 when we cancelled it at 8:16 P.M. They billed us for $51.49 on Oct. 26, 2023 and another bill on Oct. 27, 2023 for $31.51 after we had already cancelled it. On 10-26-23 disputed charge with credit card company. Credit card didn't deny my dispute. Continuing mail and phone harassment from this company for a product that NEVER WORKED without issues.

  

  Business Response

  Date: 03/28/2024

  TMarch 28, 2024
  
  
  BBB #********
  ********************************* (#*****6793)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on their closed account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date. An invoice detailing the final charges on a closed account is sent, which includes the date when payment for an account set up with automatic payments will be processed.
  
  Our customers account was closed upon their request on 10/22/2023.  The final charges of $104.10 include the following:
  
  Inv #S101573975 for service from 09/07/2023 10/06/2023                                                                        $51.49
  Inv #S103117895 prorated for service from 10/07/2023 10/22/2023                                                     $31.57
  Inv #T013127413 Late fees                                                                                                                                          $15.78
  Inv #T033072338 Late fee                                                                                                                                            $5.26                   
  The account shows usage reported during each billing period, with the remaining charges on the closed account being valid and due immediately.  The late fees may be waived with a payment of $83.06 posted to the 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.comell us why here...

  Customer Answer

  Date: 03/28/2024

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

• Initial Complaint

  Date:03/27/2024

  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 am a former customer of **********************. I had purchased two iPhone 11s from them along with ********** protection. When I left them, I asked how I could continue the **********, and they said I would need to take it up with the new service provider, which I did, but the new provider said they could not do anything to help. I assumed my ********** had been completely cancelled, but I found out only recently that it was still in force for both phones. I contacted Apple to see if I could continue paying for it with them, and they told me Consumer Cellular was still controlling the subscriptions and that I needed to talk to them so they could "release" them or some such thing. I contacted Consumer Cellular again today, and they said they could do nothing since the plans had been cancelled and that I would have to take it up with Apple. I called Apple again, and they said they could do nothing since the plans had originated with Consumer Cellular. Since the plans did originate with CC, I would have assumed they would have said something to me about how these plans could be continued, but they did not. These phones are expensive, and to simply discontinue the protection without offering consumers a way to continue them is not good business practice, even though I was leaving the company. I am not happy with the way this was handled by Consumer Cellular and feel as if they were making it difficult for me because I was leaving their service. Was it malicious? I don't know for sure. But it certainly isn't good business practice. I can no longer speak positively about Consumer Cellular because of the way this issue was handled.

  

  Business Response

  Date: 04/03/2024

  April 03, 2024
  
  BBB 21495906
  ************************* *****3786
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We spoke with ************************* regarding their concerns about not being able to reactivate their AppleCare plans for their two iPhone 11 devices. We understand the importance of keeping a protection plan active. Once a Consumer Cellular account is canceled while a device or devices have AppleCare, the AppleCare plan for each device is also canceled. The customer may contact Apple and their new provider to continue coverage on their devices; however, it is not guaranteed. Although we partner with Apple, Apple determines whether a device may continue to be covered under the AppleCare coverage plan once a third party cancels it. Since the plans were canceled with the account in August 2023, they unfortunately cannot be reinstated.
   
  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:03/27/2024

  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.

  Oct 15,2023 I was charged for a sim card and I called to ask for an address to return it. They told me to just throw it away. I still have it and offered to again the next month to send it back and again I was told a second time to throw it away, I still have it in the envelope it came in. I did not activate the account however I received a charge on my credit card for a month of service. I reversed all charges by disputing them with my bank and had to replace my credit card. I have now received a $5 charge every month on top of the first disputed charges of $31.33. I have called every month and at first they said they were reversing it but they did not. I asked what date they have me signed up with their service. They will not give me any dates and they tell me the connection is bad and I have to call the cell company over and over again. That's weird their connection was bad when they have no answers. They also put me on hold to transfer me to "The correct department" but they never come back to the phone and I get disconnected. I have had the same cell carrier for ay least 2 years with no disruptions at any time. I'm sorry but appears Consumer Cellular is just desperate for money and sending me a bill for nothing has gone up now to $69.49 and they can't can't even give me the dates I had service with them because I never did. I'm not asking for any refund because it is all disputed with my CC company, they just need to quit billing me for a fictitious account. They have no contract with me and never did.

  

  Business Response

  Date: 04/06/2024

  April 6, 2024
  
  BBB File No. 21494081
  ***************************** (Account No. *****1510)
  
  
  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 on 12/01/23. On 1/11/24, we received notification that they had disputed the payment of $31.33 that was processed on 12/01/23. Since funds were not collected, the payment was reversed, and a $5.00 late fee was applied to the account.
  
  As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency **************************** (PCS) on 4/02/24. When an account is moved to PCS, the entire account - including the balance owed - is transferred. 
  
  Upon receipt of this complaint, we were able to confirm that no usage was reported. We contacted PCS and had Ms. ********** account pulled back; her cancelled account is now marked Paid in Full. We sincerely apologize for any frustration or inconvenience this may have 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: 04/08/2024

   
  Complaint: 21494081
  
  I am rejecting this response because: I find it absurd that any company of this size is so desperate to need to put someone through what I had to do to straighten a fraudulent account for such a little amount of money.  It became a matter of principal. If I were trying to obtain a large loan, I'd be paying this just to avoid higher interest charges!
  There should have never been any charges in arrears or any other way for an account that did not exist!  Plus you say charges were canceled on 12/1/23 but there was nothing to cancel, there was no account open and I was left with no choice but to cancel my credit card!!  Still today, you can't give any dates of service!  I purchased nothing and your company's action are truly shameful.
  

  Sincerely,

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

• Initial Complaint

  Date:03/27/2024

  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.

  My phone plan was ***** per month and as far as I knew all last year, my data allowed was 3 gigabytes. I come to find out this month that the data limit for a ***** plan was 5 gigabytes since around January of 2023, but no one told me, no one upgraded me and the only reason I even got 5 gigabytes was because I had been a loyal customer for years, and personally requested some type of upgrade for having been a good customer a few months ago. The person on the phone made it seem like they were doing me a favor, but I recently found out I had actually been ripped off 2 gigabytes of data per month that other people were getting all that time. I would like some form of compensation for all the time I wasn't getting what others were getting who signed up for the ***** plan in 2023.

  

  Business Response

  Date: 04/04/2024

  April 4, 2024
  
  BBB File No. 21493796
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. We recently added value to our plans by increasing the amount of data at the same cost. As well, 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 both 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 plans pricing, they would need to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.
  
  Our 3GB plan was increased to 5GB for $10.00 plus tax. If the customer had exceeded 3GB, they would have been moved into our new plan pricing of 5GB for $10.00 plus tax. As the customer never exceeded 3GB, they remained in their Legacy plan of 3GB for $10.00 plus tax. Per the customers request on 11/04/23, the customer was moved into our new plan pricing and their data was increased from 3GB to 5GB for $10.00 plus tax. 
  
  While we cannot provide compensation for data the customer did not use or need, as a courtesy, we have applied credits totaling $28.05 to their account and the amount due on 4/14/24 is now $3.14. 
  
  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

  This was all a misunderstanding.  The $3.14 that shows as owing on my account didn't make sense to me until today when I realized they issued a credit on my account for this month.  I somehow was of the impression that it was an extra charge from last month, for whatever reason.  Anyway, now that I see what Consumer Cellular has done, I'm more than happy with the outcome.  I consider this matter closed.  Thank you for your assistance.

• Initial Complaint

  Date:03/26/2024

  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.

  PER CONSUMER CELLULAR 'S WRITTEN ADVERTISING ON CC ADVERTISEMENT, TV, ********* ETC , SINCE ON OR ABOUT 03/05/2024 I'VE BEEN TRYING TO KEEP MY OLD PHONE NUMBER ************ INSTEAD OF CONSUMER CELLULAR'S #************: UNDER MY AC#*********. THE CC 3078 WAS ASSIGNED W/OUT MY PRIOR KNOWLEDGE OR CONSENT WHEN MY SON INSERTED THE CC 3078 SIM CARD. 1ST TIME I CALLED CC TO KEEP 7274, CC REP TOLD ME I HAD TO BUY ANOTHER CC LINE FOR $15.00 TO KEEP 7274, WHICH IS NOT WHAT CC SAYS/ADVERTISED ABOUT KEEPING OLD NUMBER. WHEN I OBJECTED TO THAT SCAM, ******* TOLD ME I HAD TO GET TRANSFER CODES FROM TRACFONE. WHEN I ****TED W/CC THIS MORNING, A ************ SAID I NEEDED TRANSFER CODES TO KEEP 7274. TOLD ************ CAN'T ACCESS 7274 WITH CC 7038 SIM CARD INSERTED AND DUE TO MY DISABILITIES I CAN'T OPEN CELL TO REPLACE 3078 W/7274 SIM CARD DUE TO MY AGE AND PAINFUL ARTHRITIS IN HAND AND FINGERS. TOLD ************ THAT MY SON DID ALL WORK ON MY 5 CELL PHONES. ASKED IF THERE WAS ANOTHER WAY TO GET TRANSFER CODE SENT TO THE 7274 PHONE BY TRACFONE. ************ WAS DISRESPECTFUL & CONDESCENDING BY TELLING ME HIS HANDS HURT FROM TYPING, IT WAS EASY TO RE- INSERT 7274 SIM CARD AND I COULD DO IT W/PAPER CLIP OR TINY TOOL PROVIDED. CONSUMER CELLULAR DIDN'T SPELL THIS REQUIREMENTS PRIOR TO OR SUBSEQUENT TO THE INSERTION OF CC *************************************** I WOULD HAVE GOTTEN TRANSFER CODES BEFORE MY SON INSERTED CC SIM CARD THAT'S BLOCKING 7274. ALL CONSUMER CELLAR SAYS IS YOU CAN KEEP YOUR OLD NUMBER. WHEN I CONTINUED TO DISAGREE W/************ ON THE **** HE HUNG UP. I CAN'T OPEN CELLS OR INSERT SIM CARDS, BUT THAT WAS OVERLOOKED BY CONSUMER CELLUAR'S CONDESCENDING ************** WHAT DOES HIS TYPING PAINS ON HIS JOB HAVE TO DO W/MY DISABILITIES THAT LIMIT ME TO (1) FINGER TYPING IN ALL CAPS??.

  

  Business Response

  Date: 04/03/2024

  April 3, 2024
  
  BBB File No. 21490628
  ******************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We can transfer most phone numbers, including landline numbers, to our service, with no activation fees. When transferring service from another provider, the service will need to remain active until the transfer is complete. We will need the account information from the current provider's service, including the account holder's first and last name, account number, port-out/transfer PIN and the billing zip code. All of this information is required before the service provider will release the number to Consumer Cellular.
  
  This information is available on our website under FAQs and states When you set up your Consumer Cellular account, you will need to have all of the account information for your old service provider, including the account number, account holders name, billing address, and any password or PIN on the old account. You may want to have an old invoice with you when you set up your new account.
  
  ******************************* established service with two new lines of service on 2/07/24. On 2/28/24, the customer advised that they wanted to transfer their number from Tracfone. They were advised that we would need to add a line with a new SIM card to transfer their number into Consumer Cellular. Once the transfer is complete, we would then disconnect one of the new numbers that had been assigned. 
  
  The customer can obtain the transfer PIN from Tracfone by texting NTP (all caps) on their Tracfone to ******. Customers can also get the transfer PIN by signing into their online account at StraightTalk. All carriers under the Tracfone umbrella must sign in to a StraightTalk account. Once signed into their account, they will have the option to generate a transfer PIN, which is good for seven days. 
  
  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:03/25/2024

  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.

  Details;I used Consumer Cellular with the relay service for the deaf to cancel my service and transfer my phone numbers to a new carrier. I contacted Consumer Cellular on January 2nd ,using the relay service for the deaf .My phone numbers: ************ / **************. During the call, I spoke with a representative and clearly requested to cancel my service and transfer my phone numbers. I also provided the name of the new carrier. The representative seemed to understand and provided me with a transfer PIN **************** Situation:Despite cancelling my service on January 2nd, I have continued to receive billing statements from Consumer Cellular for the past 3 months. On March 25th, 2024, I called Consumer Cellular again to address these ongoing bills. The new representative acknowledged my call on January 2nd but stated it only showed a request for no service, not a cancellation. I reiterated that I specifically requested cancellation and should not be billed for unused service. The representative initially offered a waiver for no data usage but then retracted it and demanded payment of $223.21.The representative further threatened to report the unpaid balance to my credit report. I need to inform ti AARP about this situation.

  

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  BBB #********
  ******************* (#XXXXX6337)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any misunderstanding regarding the closure of Mr. ***** account. On 1/2/2024 a request for a number transfer PIN was received, and we sent a transfer PIN for both phone numbers on the account. There were two numbers on the account, but only one number was transferred from the account. This caused the account to stay active. When a number is transferred, this cancels the phone line on the account. An account will remain active until all numbers are transferred or canceled or until the account is closed. Sadly, the account was not fully closed until 3/14/2024.
   
  To make things right, we have credited the account so that the final date of billing is 1/2/2024. The balance as of 3/27/2024 is $117.27. All charges incurred after 1/2/2024 have been removed.
  
  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: 03/27/2024

   
  Complaint: 21484582
  
  I am rejecting this response because overcharge normal monthly fee.  I cant even afford to pay the balance in full, I need to negotiate a payment plan
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/08/2024

  April 8, 2024
  
  BBB #********
  ******************* (#XXXXX6337)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, we were unable to reach the customer and have requested no further callbacks, so we were unable to come to a resolution. We would be happy to assist ************ through any of our customer support channels. 
  
  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:03/25/2024

  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 been a customer of ********************** for a long time. In October 2023 they shut down the towers in my area. They continued to charge me $60 a month for unlimited data and unlimited texts while neither worked for 3 months. I had no texting service unless the other person had an apple phone so it was even more misleading making me think it was working. I also had no data for 3 months. I also lost all 19 of my very important saved voicemails. When I complained with their online chat, it took an hour and 21 minues for them to finally give me a phone number to call since they do not issue credits through the chat. It also took a long time on the phone where they finally issued me a $25 credit when it should have been a $180 credit plus tax. I am 55 years old and have never filed a complaint in my life. I missed all the Thanksgiving and Christmas events and a lot of people are still complaining that I didn't respond to their texts during those three months. My bill should still be credited $155 plus taxes. I am still a current customer with ********************** but will change companies if they continue to neglect their duties in this situation and not credit my account for 3 months of no service.

  

  Business Response

  Date: 03/27/2024

   
  
  March 27, 2024
  
  BBB #********
  ******************* (#-----0062)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 
  We are very sorry that the customer is experiencing moderate coverage after upgrading their sim card to our new AT&T network, we understand how important it is for our customers to be in contact with family, and friends.
  
  Last August, we started a campaign to move customers from the ******** network to our preferred AT&T network. Customers began to receive inserts in their bills and postcards advising them to update their *** card so they wouldnt lose cell service. 
  
  Usually, at the time of the order or before the new *** is activated, we set expectations with the customers around activation and voicemail. They are informed to save any important voicemails as they will be deleted. 
  
  Our records show the customer activated the *** through our phone system without assistance from customer service. Regrettably, we could not explain that by switching to the preferred network, they would need to save important voicemails and set up a new voicemail after activating the AT&T ***.
  
  Unfortunately, we cannot offer a full refund due to text and data usage. However, as the customer did not use the entire plan purchased, we placed an additional $35.36 credit on their account as a courtesy.
  
  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.comTell us why here...