Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,485 total complaints in the last 3 years.
465 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/17/2024
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.
Consumer Cellular quoted a ***imum rate of $0.50 per minute for international calling and then billed for nearly six times that rate. Overcharged for international service: Prior to a humanitarian trip to Sngal in September of 2023, I updated my sim card and activated my CC International Plan starting on August 28, 2023 scheduled to end September 14. I received an e-mail from CC on August 18, 2023 (uploaded) which confirmed activation of the plan and clearly indicated that the upper limit on the rates was $0.50 per minute. While in *******, I used 184 minutes of talk. According to CCs quoted ***imum rate, I should have been charged at most $92, but instead I was charged at a rate of $2.88 per minute for a total of $529.06. (Also uploaded.) I accordingly subtracted the difference of $437.06 from my bill and also subtracted the ********************** Fee of $127.62 associated with that over-charge, (i.e. 29.2% x $437.06) The net result was to reduce the Total Amount Due on the 10/17/2023 bill from ****** to $244.51 which I paid in full. However, Consumer Cellulars Customer Support refuses to accept that compromise and they have continued to bill me for their overcharge, adding late fees in the process. All I'm asking is that they readjust the bill to be consistent with the *** charge they quoted and stop having their collection agency harass me.
Business Response
Date: 03/20/2024
BBB 21445439
*********************** (#*****7891)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that international services did not meet the customer's needs. ************** initially signed up for international services via a phone call on August 18, 2023, with a representative over the phone. This was scheduled to take effect from August 28, 2023, to September 14,2023. Once the services were added to the account, an email outlining the international service feature added to the device was sent to the email address on file. The email contained the following information:

Please be aware that international roaming rates vary and can range from $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message sent or received, and $0.10 - $0.40 per MB of data usage. For your protection, the service will be disabled once we have received billing records showing $420 in international roaming charges during a billing period. Due to delays in receiving billing records, your charges will likely have exceeded $420 when international access is disabled.

Charges for usage will occur even if their phone rings and they do not answer it or if they receive a text message and do not check it. The rates provided are a reference. Prices will vary depending on the network the customer is roaming on. We can't guarantee these rates since customers will be roaming on foreign towers. Our Wireless Customer Agreement provides more information surrounding international roaming and can be found in Section 4.5.

Since ************** was quoted a maximum rate of $0.50 per minute and used 184 talk minutes, we applied a credit of $623.58, including taxes. This lowered the total balance to $22.94, including two $5 late fees. We spoke with the customer, explained this further, and took a payment of $12.94. As a courtesy, we waived the outstanding late fees, clearing the account balance to $0.

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

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 03/27/2024

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:03/16/2024
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.
Have purchased 3 phones from Consumer Cellular. After 2 months the phone does not work. i.e. 1. Batteries do not hold a charge. 2. Contacts disappear. 3. Cannot receive calls. 4. A service request takes 45 to 65 minutes. 5. A request for reimbursement is always denied. 6. A month of continuous service has never happened in 3 years. 7. Their answer is buy a new phone at Target.
Business Response
Date: 03/19/2024
BBB 21443539
*********************************** (#*****5744)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach the customer to discuss the complaint, but they did not answer or call back. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, we can initiate the warranty process. When a warranty is created, the replacement phone is the same model unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone available in inventory. Any physical damage to a phone or damage due to liquids or extreme temperatures voids the warranty, even if it only appears to be cosmetic.

When a device has issues charging or powering on, two troubleshooting parts must be completed before we can warranty the equipment. In this case, the customer contacted customer service on March 4 to report the problem, and we completed the first part of the troubleshooting steps. As the problems continued, we completed the second part of the steps when the customer contacted customer service again on March 11. Since troubleshooting did not resolve the issue, a warranty claim was initiated. The replacement was delivered on March 15, and the defective equipment must be returned on or by April 1.

Since we can only help once we are aware of the issue, we are unable to offer a full refund of the charges and meet the customer's request. However, as the customer did not use the whole plan purchased, we placed a $28.50 credit on the account as a one-time courtesy. If the customer would like to lower their monthly invoice, they are welcome to contact our customer service department at ************ or 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
Customer Answer
Date: 03/20/2024

Complaint: 21443539

I am rejecting this response because:

   March 20, 2024

Response to Consumer Cellular:
I continue to be on hold for a lengthy period of time to solve problems..i.e. today I received an e mail that I changed my unlimited planno it was sent in error by Consumer Cellular..
Today 3/20/2024 I am receiving text messages from companies I blocked last year.
Working out problems with yet another new phone which does not work.waited a week for the phone now have to wait another week for a chip.
For the 4th time my contacts are lost. That is 92 contacts that I do not have a list of.
The condescending attitude continues.
A refund of 28 ? No, this does not cover continued outages.
***********************************

Customer Answer
Date: 03/21/2024
And yet another development...On 3/20/24 beginning in the late afternoon I began receiving text messages from businesses I had blocked in 2023. Consumer Cellular why is happening ?
*****
Customer Answer
Date: 03/28/2024
Good Morning,
Are we stalled on this issue ?

Thank you,
*****
Customer Answer
Date: 03/28/2024
Do i now file a small claims case against them ? I am surprised that you rolled over for a corporate entity. Very sad for we the consumer.
*****
Initial Complaint
Date:03/15/2024
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.
Since I cancel my service and have from beginning paying my bills each month in full, sometime over the amount. they telling me I been paying 3/4months before, for example if I owe a bill for Feb, I be paying the bill for Dec. So when I first start, What bill was I paying then, when I didn't have service. I paid in Mar.02,2024 total cost of $37.79 and I I cancel my service Mar.03,2024, so within 2 days. They claiming I owe a differ of $35.35 for the amount for Feb. 2024, the differ of the balance they suppose to refund back to me. But want me to pay an exact amount of $35.35. Never heard anything of the kind. Saying its like paying a electric bill, you paid 3/4 months ahead. So they refuse to give me my balance but want me to pay more. Please help me. I disable and on SSI and SSDI, but I never heard of any business trying to get over on senior citizen like this. Its really not the money, its the principle of this. If I let this go, what will happen to the next individual. That saying. Thank you its just a small amount, its not worth it. Its need to stop now for . all seniors. Thank You.
Business Response
Date: 03/19/2024
March 19, 2024

BBB #********
************************* (#xxxxx4747)

Dear BBB,

Thank you for contacting us regarding ************************* complaint and allowing us the opportunity to respond. The customer's account was cancelled as requested on 3/08/24, and they are not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. For example, the payment received on 3/01/24 for $37.79 was for the service provided from 1/12/24 to 2/11/24. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The customer is only charged for the time the account was still active. If the account was cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was active. Rest assured that the customer is not being charged for service after the cancellation date.

They can review the service dates for their charges beginning on page two of each invoice. ************************* can review their monthly statements by logging into their online account at www.ConsumerCellular.com/login and selecting the Menu (three horizontal lines) in the Billing section, and clicking on "Go to Billing". Their invoice copies are located in the lower right corner of the page and organized by month. The current balance of $35.35 is for service provided from 2/12 to 3/08, the date of cancellation. During that billing cycle, the account used 670 minutes, 196 text messages, and 736MB of data. The balance remains valid and is due on 3/28/24. Payments can be made online or by contacting our phone support 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:03/15/2024
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 Consumer Cellular for my cellphone provider. I have two lines. The account is in my name. I have insurance on both lines.On March 1 2024, both lines lost **************** and wouldn't reconnect. Other devices were connected and the **************** was working fine. I called customer service and they were unable able to correct this intermittent problem. My phone also had several other issues that were reported. They recommended I file a claim through the Insurance coverage on the phones. I did.The phones were replaced. I received the first phone on March 4. A Moto * Pure. This phone is a downgrade from the model I have ( a Moto g play) and Consumer Cellular no longer sells this phone. I called and told them I was unhappy with this phone. On March 9 I received the next phone a new * Play to replace the Secondary line. I called again and spoke to several individuals including a supervisor named *******. He assured me that everything would be corrected in 48 hours. Still no solution. Called again on March 11 and conducted live chat. On solution offer was to keep the * Pure. Claim it was sent because the * Play was out of stock, but * Pure sent first. ***************** told me when claim was filed, that if the same model wasn't available a upgrade would be sent- Not a downgrade.Customer service has given the runaround and mislead me. I'm going to send both phone back I would like the money back I wasted on insurance. 8 dollars a month for 33 months.
Business Response
Date: 03/25/2024
March 25, 2024

BBB 21437913
***************************** (#*****5214)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion caused by the protection plan process. We have spoken with ***************************** but were unable to come to a resolution.

The Allstate protection plan covers the device if dropped, water damaged, or has mechanical/electrical failures that *** occur after the warranty period. It also includes $29 screen repairs and free battery replacement for those that can no longer hold a charge. The plan is added to the customers monthly bill, and it is easy to cancel at any time. In the event that the specific phone model is out of stock, a different device of comparable speed and value will be sent instead. Since we no longer carry the *********** (2021), the next comparable model was the ************ which we attempted to provide for both lines. It was discovered that only one *********** was left, so we sent the next comparable model for the second device, causing the device to arrive roughly a week after the first replacement.

The customer is choosing not to activate the devices provided by the protection plan and has stated that they would wait to attempt getting a replacement again later since they can still use their current device. Since the plan was fulfilled properly, we will not be exchanging the device, and the charges for the protection plan are valid.

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

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 03/25/2024
No resolution was reached because none was offered. The only settlement offered was keep the phone they sent. However, it is not the same phone. It was made in 2022 and Consumer Cellular no longer sells it and can't get rid of it.******* receives terrible reviews. A2.8 out 5 is average. It not the same. The Moto * Pure has a smaller battery than the * Play (one of the main reasons I originally purchased it was because the * Play has a 3 day battery). The camera is of poorer quality and it has no radio.
Customer Answer
Date: 04/03/2024
I originally answered your email about a resolution on March 25, but cannot find it in your file. Complaint # ********.
There is no resolution to my complaint. None was offered by Consumer Cellular and I wish to keep the complaint open. I was told that the Moto * Pure was all I would receive and it was basically the same as my Moto * Play. It is not. It is a 2022 model Consumer Cellular does not sell anymore and can't. It received bad reviews, receiving a 2.8 out of 5 Ave score. The main reasons I chose the * Play was it's 3 day battery. The * Pure has a 2 day battery. Further, it has a lesser camera and no radio.The modern day equivalent to a can and string! They claim they can't send me a * Play ( as they did to the other line on my plan) because they don't have anymore. However, I received a email offering for me to purchase one from Consumer Cellular in the middle of this process. The phone is also for sale on their website.
Their commercials stress customer service but in the long run it doesn't hold up.
Initial Complaint
Date:03/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Consumer cellular sent me an iPhone 15 and they could not port over my old phone number. So I asked him if he could just give me a new phone number he said no and then he refused me cellular service so I sent the iPhone 15 back. I took pictures of this phone on all corners and angles. This phone was in perfect condition. I have pictures of it before I sent it back to them. They sent the phone back to me with a scratch on the top right of the screen, saying that they cannot accept the phone because it is damaged. And they want me to pay $768.00 for this damaged phone. They are threatening to turn me into collections if I dont pay them for a phone that they damaged. I had to go to a different cellular carrier. I am paying a monthly rate with a different carrier. I cannot afford to pay this $768 on a phone that they damaged. They are threatening me with collections. I am senior and I am disabled and I needed a phone in case I happen to fall and call for help they refused service Consumer cellular did.
Business Response
Date: 03/14/2024
March 14, 2024

BBB: 21431015
*********************** (#*****5072)

Dear BBB,

Thank you for contacting us regarding ******************** complaint and allowing us the opportunity to respond. I will gladly explain our return policy. Consumer Cellular has a 30-day return period; during this time, the customer can return equipment for a refund. However, the return is denied if normal wear and tear physical, or water damage is apparent. In this case, we cannot offer a refund because of scratches on the display. We have attached a PDF file below with pictures of the customer's phone.

Once the new phone leaves Consumer Cellular's care, the customer must return it in like-new condition. Consumer Cellular is unable to determine how or when the damage has occurred. When Consumer Cellular receives the equipment, it is unpackaged in a controlled environment and photographed with the **** number. We do this to ensure we have received the correct device. Any physical damage is recorded immediately.

The customer purchased the device with EasyPay accepting the number of payments and the terms and conditions. The agreement explains that should the account be canceled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file or to the account.

In this case, the remaining balance was charged to the account. The remaining balance is $768.00.

We will gladly unlock the phone for the customer once the balance is paid. Then, if the customer chooses to, they may sell it to recoup some of the cost.

We understand the answer provided differs from the solution the customer sought. However, the answer remains the same. Due to physical damage with scratches to the phone, Consumer Cellular cannot offer a refund.

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: 03/14/2024
I sent that phone 15 to them undamaged in brand new condition. When I pack that phone in the box to send it back, I packed newspaper all around that phone. There is no way it couldve gotten damaged in transit to them. It isnt rocket science that they damaged the phone when they got it back. Because they are a business, it doesnt mean that they are honest. I think it was their way of making money on people, regardless of whether they can afford to pay for damaged products or not. I am on Social Security, which is not very much. I cannot afford to pay for a damaged phone. No matter what the outcome of this is, I still cannot afford to pay them for that phone. They could not even activate the phone for me so how could I have I used it enough to damage it in anyway? I cannot afford to pay one red cent for that phone because I am on Social Security. I am senior and I am disabled and unable to work to make extra money. Consumer cellular cannot attach a federal check in the first place, not even with a civil suit against me.
Customer Answer
Date: 03/22/2024
Consumer cellular has not sent me any bills in the past week. I have not heard anything from them on their decision of a resolution. But I still cannot pay for this phone. Even if they turned me into collections or try to file a civil suit, it wont work because they cannot touch a Federal income from Social Security. I cannot pay them for this phone. It takes my whole Social Security check to survive monthly. That phone was not damaged when I sent it to them.
Customer Answer
Date: 03/22/2024
I never asked for a refund. The phone was not damaged when I sent it to them. I never even took the phone out of its box when I first got it. I sent the phone back to them because they could not port over my old phone number to my new Consumer cellular and the representative Refused to give me a new phone number and refuse me service. So I sent the phone back to them in perfect condition. It never was taken out of its box. There was no damage to this phone when I sent it back to them. I cannot afford to pay for this phone. I am on a fixed income, which is Social Security. He representative from the Attorney generals office told me that there were many complaints that came in about Consumer cellular mainly by seniors.
Customer Answer
Date: 06/10/2024
I have not heard from consumer cellular for quite a while. I am assuming that they decided to stop billing me for a phone that they damaged. That phone was in perfect condition when I sent it back to them. Im wanting to know what I should do with the phone that they refused to allow me to send back to them, should I recycle it because Im tired of it cluttering my drawer. I cannot pay for this phone. I did not damage it. I am on Social Security and cannot afford to pay for this phone and they cannot attach my Social Security benefits. They are in a no-win situation Im just wondering what to do with this phone ? Should I recycle it or throw it away? What should I do with the phone? Im tired of it cluttering my drawer.
Sincerely,
**********************;
Business Response
Date: 07/03/2024
July 3, 2024

BBB Rebuttal #********
*********************** (#*****5072)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We will gladly explain our return policy and EasyPay. Consumer Cellular offers its customers a risk-free guarantee. A customer can return it to ********************** during the guarantee period for any reason. Returned Equipment is inspected and must be in like-new condition, free of scuffs, scratches, cracks, dings, extreme temperatures, or liquid exposure. The customer is responsible for the phone's condition while it is in their possession and during transit back to Consumer Cellular. We inspected the device on 10/31, and regrettably, the device did not qualify for a credit/refund due to scratches on the screen. We have previously provided a PDF file with pictures of the customer's phone.

Regarding the account balance, as ********************** is not a prepaid service provider, we bill in arrears for monthly service and usage. Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on their account was not paid. Since we did not receive payment, the account was transferred to the collection agency, ******************* Services (PCS), on 03/19/2024. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 03/19/2024 would be provided through PCS. When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (******************* Services) 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:03/13/2024
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.
2/3/24-I wanted to switch to consumer cellular and I purchased a ******* galaxy A15 phone from them. I called to activate it with them and they were unable to activate it. I was on the phone over an hour, and finally said forget it, I will stay with my carrier. I had bought and paid for the phone, so I assumed it was mine and I could take it to my carrier. My carrier is unable to help me use it because consumer cellular has it "locked". I called consumer cellular 3/12/24 to ask them to unlock it and they said only if I go with them for 30 days. I asked if I could return the phone then for a refund since I can't use it, and they said "no, its been over 30 days". I had not been told any of this, and also I was in no hurry because I thought since I paid for the phone, it was mine. I have a brand new phone now sitting in a drawer that can't be used. Its garbage basically. I went back to my old carrier and got an A15 with them, but feel all of this was unfair. Thank you.
Business Response
Date: 03/19/2024
BBB 21430923
************************* *****4397

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 were unable to reach ************************* over the phone, so we corresponded via email regarding their concerns about their device. We explained to ***** that their phone is unlocked; however, since it is a Consumer Cellular device, it is configured to work specifically with the Consumer Cellular network; this means our devices are not guaranteed to work with a new carrier. ************************* advised they would like to return the phone for a refund, so we sent them a return label to send back their phone for a refund. We will accept the late return as a courtesy if the device is in like-new condition with no signs of scratches, wear, or damage. If ************************* sends the phone back with any signs of wear or damage, the phone will not be eligible for return and will be sent back to them.

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: 03/19/2024

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:03/13/2024
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.
Approximately 2 years ago, I bit the ****s recommendation that they recommended Consumer Cellular. Following their instructions, I went to a nearby Target store, The clerk who handled the **** Consumer Cellular (CC) accounts provided me with the application, He then made multiple calls to CC help department the automatic instructions were not working. After nearly an hour, he reported that my account would be turned on in the next day It didn't. . I called from my landline. They tried to get it to work but were not able to. I asked them to cancel the application. They said they would.At sign-up, I had agreed to let the monthly subscription charges be debited my Bk of Am. **** card. I never looked at the charges on the card thereafter to see if CC had cancelled the account.Recently, I lost that card, and **** of America cancelled it, then issued a new card for future purchases. CC processed its charge against the old card, it was rejected. They wanted me to provide a substitute card. I contacted *************************, CFO and explained the problem and asked that he determine how many payments they had charged By then it was probably approaching $1,000. Instead of apologizing and refunding my money, he passed it on to a very belligerent man, who called me and said they had no way of checking that there had never been one call sent or received, and inferred that the company had no ability to check to see whether or not the phone had ever been used. They had no intention of negotiating a settlement. Early the following month, I wrote ***************************, Chief Executive Officer of **** a certified letter, asked for her assistance. She has not responded. That neither company has made any effort to return my money and I doubt that they will at this point, appears to violate the statute of Fraud. They took my money, never provided the service our contract provided that they would, and now being notified that they owe me the full return of my payment.
Business Response
Date: 03/22/2024
March 22, 2024

BBB #********
********************* (#*****6100)

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. Also, any balance remaining for the purchase of a phone using our EasyPay financing will be included on the final invoice for service.

The last contact we had from our customer was on 01/02/2023 regarding an appointment being set up at a local Target for assistance with the settings in their phone. Since we did not have any further communication from ********************* by phone or in writing, their account remained active, and service was available. We have a number of customers who keep the service active in case of an emergency, and having no usage does not trigger our system to cancel an account. Mr. ******* account was closed upon request on 12/19/2023 after a letter was received at our corporate office. At that time, as a courtesy, we waived charges for 2 months of service, and no further credit is due.

The balance due, $49, includes the final balance for the purchase of the ***** C100 cell phone and two $5 late fees. With a payment posted to the account in the amount of $39, the late fees may be waived.

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: 03/22/2024
The respondent left out that the service was not able to set up my service. After
two days, I verbally asked the person who was trying to get it to work, to just close
the account. I was never able to use the phone, even though I tried for several days
thereafter to see if they had resolved the problem.
I suppose ************** now is to report the problem to **** of America credit card
department and have them reverse all of the charges to my account that were billed
by Consumer Cellular. That I will do beginning tomorrow, March 22, 2004 and also
notifying the *** of these issues.
Initial Complaint
Date:03/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 1, 2023 I called Consumer Cellular (CC) to cancel my service. The representative asked why and I told her I did not get cell phone coverage at my house (I never did, but I had a business phone I could use) and since I just retired I needed to go with a service that could provide coverage. She seemed to understand and provided me with a *** to transfer my phone number. I told her this was not necessary since no one new my cell phone address anyway. She emailed me a *** along with a generic email asking for my service back. For the next two month I received emails from CC asking for payments. In early March I called again and spoke to another representative telling her I cancelled my service on Dec. 1 yet I am still being billed. She saw that I did call on Dec. 1 and mentioned I did not get service but no mention of cancelling. I told that I did cancel and I am not going to pay for two months of service that I already cancelled. She put me on hold for a supervisor and after 10 minutes no one came on and I had to leave. I do have the email with the *** and the "Please come back to us" message. I don't want money back. I just don't want to have this show up on my credit report, especially now that I am retired. I will also be reaching out to AARP and cancelling my membership because of their endorsement of this business.
Business Response
Date: 03/13/2024
March 13, 2024

BBB 21417027
***************************** (#XXXXX1922)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that **************** canceled service with us. We value our customers and want them to have the best experience with our customer service and products, even when canceling. We are sorry to hear this is not what **************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Ms. ******* concern to the appropriate department for further review and training.

We have cleared the past due balance on the account, leaving a balance of $0.00. No future charges will generate as the account is now closed. Ms. ******* account was not forwarded to any credit reporting agencies.

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:03/11/2024
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.
Billing dispute: February 2024. Account #*********. As an income-restricted senior I had to cancel my service with Consumer Cellular and did so two full days before the next payment would have been due. I was, however, billed nonetheless and continue to be dunned with (insult to injury) accruing late fees. Though cordial, the company's "award-winning" customer service representatives were no help at all. I refuse to pay the final invoice for $59.35; I am in fact unable to pay it. In any event Consumer Cellular is less than transparent about its punitive exit clause but I'm left with the hope that the BBB will intercede on my behalf. Many thanks,******
Business Response
Date: 03/12/2024
March 12, 2024

BBB #********
************************* (#XXXXX2235)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any misunderstanding regarding final billing. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. When an account is closed, there is always a final bill for service through the cancellation date.

When the account was closed on 2/3/2024, billing stopped immediately, and a final invoice was generated on this day with a due date of 2/23/2024. The total balance due is $54.35. This includes two invoices, the first for service from 12/16/2023 to 1/15/2024 in the amount of $31.37 and the second for service from 1/16/2024 to 2/3/2024 in the amount of $22.98. While we have removed a $5.00 late fee as a courtesy, we are unable to credit any part of the final balance of $54.35 as these are valid charges for the time the account was active.

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
I have reluctantly capitulated and settled my account with Con Sell (sic) by sending them a check on the 29th, my humble payday. Admittedly I never scanned their contractual terms and conditions, until it was too late; who actually does, where a second-rate month-to-month phone plan is concerned? In any event, I still say that transparency remains the real issue here.
Thanks again for trying to arbitrate and a happy Easter to you and yours.
******
Initial Complaint
Date:03/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December of 2023, I purchased two Iris connect phones through consumer I have replaced both with assurion insurance I pay for also now the replacement phone is doing the exact same thing as the phone I sent back. They keep having me troubleshoot but it will not be long until it time is up to get my money back. Since the purchase of these phones and the two lines that I pay for I have had one line that has worked the other phone has to be sent back yet again it went black one week after I received it.
Business Response
Date: 03/22/2024
March 22, 2024

BBB 21411413
*************************** *****0727

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 ********************** concerns regarding their second device not working properly and would like to help them get a working device. ************************* Connect phone is covered under their manufacturers warranty as long as the device is in like-new condition with no signs of damage, scratches, or wear.If *************************** is still experiencing issues with their device, they will need to please contact us directly. If the phone is not in like-new condition, we will provide *************************** with their Asurion warranty information once they get into contact with us.

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: 03/22/2024
I had only had the phone 1 week before it started all this and have been trying to troubleshoot as they asked me to. I still have no charged phone and it is not damaged at all. So what do I do about the ******** now is it insured because I need to send it back to
Business Response
Date: 06/10/2024
June 10, 2024

BBB Rebuttal 21411413
*************************** *****0727

Dear BBB,

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

We attempted to reach *************************** multiple times, but we were unable to speak with them. *******'s account is currently suspended, so their device warranties will be temporarily inactive until payment is made. The total past due balance is $160.41; this includes their bill of $78.76 due on April 23rd for the billing period 04/04/2024 - 05/03/2024, and the bill of $81.65 due on May 23rd for the billing period 05/04/2024 - 06/03/2024. The past due balance does not include *************************** of $61.02, due on June 23rd. Both past due billing cycles have records of valid usage for services used during these times. *************************** will need to contact us directly to pay their past-due balance of $160.41 to keep their account current and for further assistance regarding their concerns with their devices. We understand this is not the answer *************************** is seeking; however, our position has not changed.

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: 06/10/2024

Complaint: 21411413

I am rejecting this response because: they have not satisfied or came up with a solution, they could have sent me NEW phones like I ordered not refurbished with messed up batteries, my girlfriend and I outright paid for these phones. Not being satisfied the bill will remain unpaid, if you send me the location of phone with the number7315134635, we might talk

Sincerely,

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

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