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:03/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to be removed from Consumer Cellular's **** mailing list. I have contacted them over and over to no avail.I do not wish to receive anything from them.Thank you.

  

  Business Response

  Date: 03/25/2024

  March 25, 2024
   
  BBB #********
  *************************
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for the frustration caused by the unwanted contact from our company. We have removed *************************** name and address from our mailing list. Please know it can take 2-4 weeks for all our systems to be updated. It is possible that the customer may receive additional marketing materials while all systems are updated. If ************************* is a member of AARP, they may receive promotional material for our services through AARP and will need to reach out to AARP directly to be removed from their mailing lists.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:03/23/2024

  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 contacted Consumer Cellular in July 2022 to get cell phone service from them. From the first day, it was terrible. We constantly received the message on our phones "this device not able to make voice calls." On a phone? We contacted Consumer Cellular numerous times, and they just said to turn the phone off and back on. That did not work. We finally resigned ourselves to the fact that we would have bad service. In December 2023, I decided to switch carriers to get more dependable service. I called Consumer Cellular on January 7, 2024 to get the transfer pin and unlock code and I paid ********************** for service and remaining amounts owed on 2 phones, then went to ******* to get service. They contacted Consumer Cellular to transfer service to *******. They said when working with Consumer Cellular they couldn't transfer and keep the same number without switching to a different temporary phone number for a few hours, then switch back to the old number. Apparently the switch never happened and I was left with not being able to receive calls or texts for 3 weeks. I went numerous times back to ******* to get it worked out, and they tried everything. Finally they called Consumer Cellular again and got new transfer pins and just started over. It worked. But then Consumer Cellular sent me additional bills in February for service. When I called them on March 23 about the additional charges, they said it wasn't their fault and there was nothing they could do. I don't think I should have to pay for service that I didn't have, no matter how small, as I was with another phone company for the previous month, and they knew that because I had called to get the transfer pin, and ******* had called to get the service switched over.

  

  Business Response

  Date: 03/25/2024

  March 25, 2024
  
  BBB #********
  ***************************** (#XXXXX9514)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any difficulties experienced when transferring to a new provider. We value our customers and want them to have the best experience with our customer service and products, even when leaving our service. We appreciate ********************** sharing this experience with us so that we may be able to improve. 
  
  Upon review of the account, we do see that there was a number transfer request received on 1/10/2024. However, it was not processed and may have been denied due to an incorrect number transfer PIN. We did not show any other requests until 1/26/2024 when the number transfer was completed successfully. The final full bill of $35.70 was for service from 12/21/2023 to 1/20/2024, there was also a final partial bill for service from 1/21/2024 to the cancelation date of 1/26/2024. As an exception, we have rated the billing as if the service was ended on 1/7/2024. A refund of $22.13 will be issued by check, this usually takes three weeks. 
  
  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:03/21/2024

  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.

  November 29th 2023 I became a repeat customer of ********************** at which time I purchased an iPhone 15 from them. I told my iPhone 11 would be able to be traded in. Once I got my 15 and it was set up and working, I called and asked how to do the trade in. I was then given information on trading it in through their 3rd party vendor, Asurion. I followed the instructions, was told my trade in would be worth $123. So I went ahead and sent it off. On December 16, 2023 I received an email from Asurion stating Within 1-2 billing cycles, CONSUMER CELLULAR will issue you a refund equal to the amount of your trade-in value to your original form of payment.In February I began to call to see where my refund was. To this day I have not seen it after repeated calls and assurances that they were working on the problem although most of their employees told me it would come from Asurion until I read them the email stating that it says it will come from them. On March 15th I called again and was told I would hear from the billing department no later than 3 days which would be the 18th. I questioned if that was the case because it was the weekend and was told it didnt matter about the weekend and if I didnt hear anything by then I should immediately call back. I called back on the 19th and the young lady who was trying her best to help me finally told me a supervisor would be calling me within 24 hours at the latest, and they were escalating my problem. Well I hadnt heard anything from anyone by the 21st so I discontinued my service with them but it doesn't absolve them of paying me the $123 I am owed for my traded in iPhone 11

  

  Business Response

  Date: 03/25/2024

  March 25, 2024
  
  BBB 21468614
  *********************** *****6709
   
  
  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 trade-in credit. Trade-in credits may take up to 7 business days to be applied once the trade-in device is received. ****************** credit of $123 was applied to their Consumer Cellular account on 3/22. The account already had a final balance of $67.82 due on 4/10 for their final billing period 02/21/2024 - 03/20/2024, so this reduced the total credit to $48.43. We have requested to have the remaining credit sent to the customer as a check of$***** to their address on file. It may take up to 2-3 weeks for the customer to receive the check.
   
  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: 03/25/2024

  When I receive the check I will consider the case resolved and not a moment before then.  As noted in their answer I was to get a check for$123 7 days after my trade in which was processed on December 16.  A lot longer than 7 days have gone by so my trust factor is not great with them 

  Customer Answer

  Date: 04/01/2024

  I did send an answer previously saying I would update when I received the check.  At this point I have not received it.  I believe they said I would have it in 2 weeks so technically they have a week yet.

• Initial Complaint

  Date:03/21/2024

  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 never activated my Consumer Cellular service. My credit card number (for their autopay) had to be changed due to a computer hack. This was a sure sign that I was not going to have service from them. They claim I had to contact them with the magic words, "I Cancel." They're sending me past due notices for a service they never provided. I've talked with two agents who consulted with a "supervisor" who say the charges will not be dropped. I refuse to pay for a service which was never provided.

  Customer Answer

  Date: 03/22/2024

  Resolved.  I talked with a supervisor, *******, who said all charges have been dropped.

  Just as well.  Last night I got another notice from that that they'd added another $20+ to 

  the amount they claimed was "past due."

  It's been a hassle and I must say I wish I had said their magic words, "I Cancel" earlier.

  Since I've never received a minute of support for the reasons, I've already sited,

  I will say it feels good that they finally recognized my logic.

  I will also say, as I did to *******, all of the associates with whom I dealt 

  were polite, professional and understanding.  They just couldn't get over 

  reciting "Our Policy is ...."  To which I'd respond, "My policy is to not pay

  for services I did not receive."  

  Thanks to BBB for the help.  I'm not sure if your involvement prompted

  a positive outcome.  It may have been too early.  In my mind, however,

  I will always credit you for nudging the case in my favor.  

  Sincerely,

  Thank you.

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

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  BBB 21466069
  *********************** *****5128
   
  
  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 account balance for the service they were unable to use. We spoke with **** on 3/21/2024 and waived the entire account balance of $69.97 as a courtesy since they did not use the service.***************** canceled account balance is $0, and they 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

• Initial Complaint

  Date:03/21/2024

  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.

  Back in 2020 I had Consumer Cellular for a phone company . I moved from ***** to ************** and found at my new address that consumer Cellular did not have any service . I had to switch to ******* and the day that I switched I called and canceled the account at **********************. it's been 4 years and since then I have received letters from Consumer Cellular that the service has been improved and that I should come back. recently a purchase the new phone from Consumer Cellular at ******** when I tried to activate it I couldn't because they told me I owed them $193. I did everything possible to close the account. I did not receive any bills or any letters from Consumer Cellular. they apparently were sent to my old address in *****. also during the time that I moved I switched to a different Bank . when I changed phones I transferred my old number to my new phone . I did call Consumer Cellular to cancel my account. I shouldn't owe any more than $20 that's what I was paying at the time. I did not receive any letters from the collection agency or calls about this account. any letters that was sent out were sent to my old address. please help me in this matter. thank you

  

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  BBB File No. 21465012
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  ************************* account was suspended for non-payment on 7/02/20 and subsequently cancelled on 8/18/20. As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency **************************** (PCS) on 8/18/20. 
  
  After reviewing his usage, we have waived all charges and pulled his account back from PCS. The account is now paid in full and is eligible for reinstatement. 
  
  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:03/20/2024

  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 family switched to Consumer Cellular for 3 phone lines at least 3 years ago. Ever since the switch in service, one of the phone lines has been unable to receive phone calls from phones outside of the **** network, and also this phone cannot receive short code text messages. These messages are required to set up most financial and other apps on a phone. We have tried calling Consumer Cellular tech support on multiple occasions and they have been unable to resolve the issue. We tried new SIM cards as well but the issue remains. The phone number with the problem is ************. This is my son's phone and the issue has not been a huge problem because he was a minor and did not need the short codes for anything important. However, he has turned 18 and is now entering college in the fall and it is absolutely necessary that we fix this problem.I am submitting this complaint after reading of similar problems experienced by **** customers. Tech support was unable to fix the issue and it took a complaint to the BBB to escalate the issue internally in **** to have the problem fixed on the back end. See web page *****************************************************************************************************************************************

  

  Business Response

  Date: 03/27/2024

  March 27, 2024
   
  BBB 21461022
  ********************* (#*****5117)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration ********************* has experienced with their phone. We have spoken with the customer and were able to come to a resolution.
   
  When reviewing this account, we found that the phone number in question was never properly ported in back in October 2021. When this happens and the line is prematurely activated in our backend system, it causes some issues, mainly with incoming calls and text messages, much like those the customer had experienced. We reached out to their original provider and found that the number still belonged to them, and unfortunately was already assigned to another customer.
   
  The only option from here was to have the customer get a new phone number for that line. They agreed and we walked them through the process of activating a new eSIM on their phone with a brand-new phone number. We made sure that this solved the issues they were experiencing with not receiving incoming calls or short code messages, and it was successful in doing so.
   
  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: 03/28/2024

   
  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.
  

  Consumer Cellular called me within a day of receiving the complaint and I worked with a competent representative to fix the issue. I am very happy with their response and the outcome.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/20/2024

  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 made 2 extra payments directly on 2/19/24 to pay off my iphone are not reflecting in my billing. I paid an extra 234$ 02/24 on top of my auto pay. I was paying off the balance on my phone. I reached out to support and they got so frustrated and did not understand my problem. 1 hung up on me and the other told me I paid 234 on top of my ***** towards my monthly bill. So Feb I paid a total of $316. The extra is not being applied to my phone, and I still am being charged the auto pay of ***** in April. I want the money I paid to be put to my phone. Now I have no clue what to do and someone in the support team has cut off my ability to log in to cell 1 and remove my auto pay. I was with you for 10 years and now I am going to find a new provider.

  Customer Answer

  Date: 03/20/2024

  Here is my current bill, when in fact should be 0 if you have applied nothing towards my iphone payments. Where did all the money I paid last month go?

  Customer Answer

  Date: 03/20/2024

  Here is the message I get from wherever I try to log in since my I tried to get help with support...unless I click I am a new customer. I cannot log in or delete my auto pay. 

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  
  BBB #********
  ********************* (#*****4429)
  
  
  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 payments on their account.
  
  Our customer, *********************, processed two payments on 02/19/2024: one in the amount of $68, which was applied to the EasyPay plan on the account, and the second in the amount of $82.87, which was applied to the account for service.  Due to the payment posting to the account, the payment due on 03/06/2024 did not process through our AutoPay feature as there was no amount due on the due date. Currently, ****************** has a remaining balance of $102 for the purchase of the Apple iPhone 13, which includes a payment of $34 on the current invoice due 04/06/2024 and will continue for the upcoming two billing cycles.
  
  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...

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21459028
  
  I am rejecting this response because: I specifically made 2 payments towards paying off my phone.  Why would I pay an extra monthly payment when I have auto pay? I was diligent in making sure I paid what what owed for phone. Your support team put me on perpetual hold when my question **uldn't be answered. Then I **uldn't even log in to see ac**unt. I have been with you for so many years too. This is the 1st issue I have ever had. Due to the way I have been treated and my money used to pay off phone was redirected & applied to month statement it was not intended for is a huge red flag.  I am now searching for a new cell ** to use and will ending my time with CC asap.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/19/2024

  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 recently closed my account with ********************** (CC) when I found out they did not provide full service in my area. I had switched to CC due to a recommendation I read in AARP magazine. I received confirmand that the account was closed, and I opened an account with ******* Wireless. I was not able to get my phone to work property, I could not get text messages or make phone calls. I was also unable to receive voicemails. ******* wireless informed me that CC had not released my phone line. I became aware that CC had reactivated my account without my knowledge, and I started receiving false bills and late charges. I called them repeatedly and attempted to resolve the issue, but I was unable to get assistance. I want Consumer Cellular to stop sending me bills and stop contacting me. What they have done is wrong and it must stop. I have email documentation to prove everything I have said and to show what CC has done.

  

  Business Response

  Date: 03/25/2024

  BBB 21456881
  *********************** (#*****8673)
  
  
  Dear BBB,
  
  Thank 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. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. The account with ********************** must remain active through the transfer process. If the new provider submits incorrect information, the request will be denied, and they will need to update the information and resubmit it to us. Alternatively, if the information is correct, the transfer will be confirmed, and the account will be canceled when the transfer is completed.
  
  While features on **************' phone were not working correctly, she contacted customer service on 1/31, asking to cancel her service. As per our policy, the account was canceled as requested. **************' contacted customer service again on 2/21, requesting to transfer their number to their new service provider, at which time the account was reinstated to send the secured port out pin to the customer. After reviewing **************' account records, we can verify that their number has been successfully transferred out, and the account has been canceled as of 2/18/24.
  
  As the customer was on Autopay, the invoice for the billing period through 1/21 - 2/20 was paid on 2/20 for $24.09. On 3/11, the bank returned the payment as not authorized, which resulted in a $25 fee posting toward the account balance. As a courtesy, we have waived this fee, and the account balance is now $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

• Initial Complaint

  Date:03/19/2024

  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 brother passed away in January, 2024. I called on Jan 19th to cancel his phone service which they did. I was told to send them a copy of obituary which I emailed that same day. I inquired about an adjusted bill and was told to call back later. When I called back on 2-12-24 and spoke with ******** was told to send a copy of his death certificate and a copy of the bill and that the bill would be exhausted. I sent an email the information the same day. I received an email back on 2-13-24 expressing their sympathy and saying "Billing statements will continue to generate until the balance is paid and our billing will still go through the normal collection process if the balance is not resolved." So I emailed ************** back and told him I had talked with *** on 2-12-24 and was told the bill would be exhausted. He never responded to my email. I called again and was told to give him 5 to 7 days to respond. I never heard back so I called again on 3-4-24 and spoke with a ******* who referred me to billing. They ask if I wanted to change the account to my name. I said no I just wanted to know the bill had been exhausted because I received another bill and it had a late charge making the bill now $64.78. I was told they could not discuss the bill with me since I was not on the account and that I needed to send a snap shot of my face along with the front and back of my drivers license. I told them I would not send my personal information as I was not their customer. I was just trying to take care of my brothers mail. I ask to speak to a supervisor and got a ******** and she also told me she could not discuss the account with me since I wasn't on it and to send my photo with my drivers license. I told her that they had discussed it with me 2-3 times already by closing the account, changing billing address to my address, saying the account would be exhausted and requesting the documentation. They certainly do not have good customer service. Wanting the bill waived.

  

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  Better Business Bureau
  *************************** (#XXXXX2326)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular is sorry to have learned of the passing of *****'s brother. We wish to express our sympathy during this difficult time.  We spoke with ***** on 03/26/24, and have waived the remaining charges on her brother's 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:03/18/2024

  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.

  I had purchased a ******* Flip 4 and had an accident where the phone got damaged and was not usable. I offered to send it back and get a replacement bit they refused. They sent me a second phone to replace the first and now, I'm stuck having to pay payments for two phones. I ended up canceling due to poor cellular service in the last month, they cancelled and said that I have to pay the two phones off...I was not advised of this.

  

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  BBB 21448881
  ************* *****1474
   
  
  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 the final balance of $421.98. The balance includes two unpaid EasyPay plans for their ******* Flip 4 devices purchased in September and October of 2022. ************* explained that the phone purchased in September had been dropped and shattered, so they went to Asurion, their warranty provider, for repair. ******* advised **** that the phone could not be repaired, so they had to purchase a second device. As a courtesy for having to purchase the second device, we credited ***** account $175.10, leaving a final balance of $246.88. We arranged for the $246.88 to be paid in monthly installments of $41.15 for six months. We have sent the payment plan to ******************* email and a physical copy by mail. If the payments are not paid by the agreed upon date, collection efforts will resume.
   
  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