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:03/10/2024

  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 3 months or so ago from today's date of April 10th 2024 I ordered a SIM card online from Consumer Cellular. That SIM card arrived with a number connected to it which I did not need or want. When I called consumer Cellular **************** I was told that a new SIM card would be sent out for which I paid for and is documented on my credit card statement. I was also told that that amount would be credited back to my account once I ported my number to that SIM card which is what I wanted to do in the first place. However, after waiting weeks that SIM card never arrived. So having determined that it was not going to arrive I requested for service to be canceled through the automated system and also by email and later on through notes on the bills they kept sending me for service that I was not using, did not want, and notified them multiple times to cancel. Last week, I received a charge on my discover card for $102.24 from Consumer Cellular. After seeing this charge on my account I called ********************** customer service and was escalated to a loyalty supervisor/specialist who assured me that the charge would be reversed and I would receive an email indicating such. He was also quite apologetic over the whole incident and acknowledged that I had in fact requested cancellation back in January but nobody acknowledged it or paid attention to it. There was no mention about all the other previous cancellations I had submitted. Moving forward to today Sunday April 10th 2024 I got another loyalty supervisor/specialist who said that they were not going to credit me the fraudulent and unauthorized $102.24 charge. I do not have auto pay with Consumer Cellular nor have I ever approved for them to continue any form of payments after the initial card with a month of service that I never used ever with the exception of the the day that I received the card and was trying to set up the account. In addition to this filing, I have also filed a complaint with the ****

  Customer Answer

  Date: 03/11/2024

  At the beginning of the text contained in my complaint the date of April 10th 2024 should instead read March 10th 2024. Please note and or adjust. Thank you. J. W e i r

  

  Business Response

  Date: 03/19/2024

  March 19, 2024
  
   
  BBB #********
  ******************* (#xxxxx9254)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. When ******************* placed an order on 11/24/23, the new SIM Card arrived with a new number. They contacted us on 12/11/23 requesting to transfer an existing number to our service, which required a new SIM Card. At that time, the phone agent advised the customer to purchase a new SIM Card at Target or ******* and contact us again for activation. Because of this, no SIM Card was ordered that day, and the account remained active with the new number that was provided to the customer.
  
  Sadly, we did not hear back from the customer to activate a retail-purchased SIM Card or to cancel the account. The account was suspended on 2/07/24 for non-payment, and the customer called in on 3/07/24 to cancel the account. It was discovered that ******************* did reply to an unmonitored automated email on 1/24/24 with a request to cancel. As a courtesy, our phone agents waived all charges accrued after this date.
  
  As there is no usage on the account, and the customer did indicate that they wanted to use an existing number with our service, we want to do the right thing for *******************. As a courtesy, we have voided the $102.24 payment made via Autopay on 3/02/24. Please allow 3-5 business days for the bank or card provider to complete the void on their end. No further charges will be due.
  
   
  Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******************* again. 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:03/10/2024

  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 received an email from Consumer Cellular saying I needed to get a new sim card or I would be charged $5.00 extra per month. I ordered it and received on 3/2/2024. I called "****" to activate and was told my phone was locked out by the provider and I couldn't use this phone I'd been using for the past 2-3 years. He explained there was a conflict with the *** towers working on my phone? He then transferred me to "****" On 3/4/2024, I order a Consumer Cellular ******** MOTO G PLAY - 2024. The tracking # for the phone delivery from **** is **********************. The phone has been "lost" sitting in a *********** in *******, ** with "shipping label created, **** awaiting item" since 3/5/2024. I have talked with "*****" 3/7/2024 who said there was an "error with order". I was forwarded to a supervisor, "****" who was going to contact me. This was on 3/5/2024 6:26 p.m. est. To date I have heard nothing from Consumer Cellular. On 3/8/2024 I talked with "Acadia"??? who transferred me to another supervisor, "Pat" who told me there were "warehouse problems" I paid $25 for expedited shipping. I have been without a phone over a week and no one at Consumer Cellular has contacted me with any updates. I am lost without my cell phone service. PLEASE HELP!!!!**Note: The lady who placed the order for the new phone was able to get me a lower rate. She was the only one who was helpful in solving my dilemma to at least get me a phone that worked on Consumer Cellular's network.

  Customer Answer

  Date: 03/14/2024

  This is approximate day 14 being without a phone.  I have contacted Consumer Cellular numerous times since this correspondence.  The only answer I get is a supervisor will get back with me.  I called on 3/13/2024 and was by "Tee" that an Executive Regional Lead Resolution" supervisor would contact me.  This has not happened.

  Tracking information show the following: 

  Pre-Shipment
  Shipping Label ************* Awaiting Item
  *******, ** 75019 
  March 5, 2024, 1:30 pm

  PLEASE HELP!!!!

  

  Business Response

  Date: 03/18/2024

  March 18, 2024
   
  BBB #********
  *************************** (#xxxxx3431)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the lack of consistent communication regarding *********************** recent phone order and the frustration and inconvenience it has caused.
   
  On 3/04/24, the order was placed for a ******** *********** 2024. It immediately went into a Picked status, waiting to be processed. Sadly, it remained in that status for several days. While our Customer Support did escalate the issue so we could investigate the order, the answer came too late. As of 3/15/24, *************************** has canceled their Consumer Cellular service.
   
  The issue with the order was that we attempted the $129.94 payment, but it did not go through. Instead of auto-populating a payment error and canceling the order, the transaction error remained in limbo and kept the order in the Picked status.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with *************************** again. 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:03/10/2024

  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.

  As the attached documents (they are only a fraction of my attempts to resolve this issue) show, my phone service with Consumer Cellular deteriorated to the point where it ceased on both phones altogether. After trying phone calls and online chats there were cut off by the company before resolution, I made on last attempt to get my service working by visiting Target, who used to partner with Consumer Cell. They no longer do. But the tech person there was able to tell me that Consumer Cell was no longer using tmobile towers, only ATT cell towers, and that that was most likely the issue. I signed up with Tmobile and have not had a single issue with either phone since then. So, that was indeed the issue! I'm quite sure that Consumer Cell was well aware of this issue before wasting all my time 'trouble shooting' my 2 phones. Which means they knowingly were selling something to me that they knew would NOT WORK. Now that I think about it, that's fraud, isn't it? Because of the lack of service for days before switching and sketchy service on one for over a year, and the time wasted, I sent an explanation with my check for what I deemed a fair amount. I made it clear this was a final settlement and wrote on the back of the check: all charges paid in full when endorsed below. I sent this to an *************** in 'Tigand'( a name and address I spent 30 minutes digging up) and it was cashed, as you can see. When this company continued to harass me after cashing the check, I decided to start billing them for continuing to waste my time. At this point, I want an apology from the *** of the company and a check for 100.00.$25.00 an hour was my salary at retirement. This is pretty light considering they defrauded a senior citizen and her disabled vet husband! I was unable to find some of the correspondence I sent on my computer, but what I have attached should cover the basics.

  

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
   
  BBB 21411365
  *********************** (#*****9949)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration *********************** has experienced with Consumer Cellular. At the customer's request, no attempt to contact them was made.
   
  The customer had started service with us back in 2015 and at the time was connected to our ATT towers, which they remained on for the duration of their service. We proceeded with troubleshooting the devices on 12/12/2023 and 12/13/2023 to attempt to find the issue, as we have no record of any reported issues with the service in over a year. While we do have *************** that can help potentially help with these issues, not every Target has the available agents that can help with phone issues. This may be why the customer was unable to find in-store support at Target.
   
  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. The customer ported their numbers out on 12/14/2023 and the account was cancelled. The final bill up to that date was $115.64, which was for both the previous bill for the period of 10/27/2023-11/26/2023 and the prorated bill for 11/27/2023-12/14/2023. The customer sent in a payment of $34.14 as shown by one of the attachments, bringing the past due amount to $81.14, however, there have been multiple late fee charges, bringing the current total past due to $96.50. There is usage up until the date the numbers were ported out and the account was cancelled, so all charges 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: 03/20/2024

   
  Complaint: 21411365
  
  I am rejecting this response because:
  'usage' to the day the phone was ported out is a joke. Certainly I attempted to use it. I may have gotten a text out, or begun a call, but that was it. Any use of the phone on the day it was ported was me searching thru my emails trying to find the information needed to transfer service from Consumer Cellular.  I spent hours in the Tmobile store and finally had to drive home to tell my husband what was taking so long. His phone had not worked AT ALL for probably a week at this time.
  
  plus.. the check I sent clearly says paid in full when endorsed below. If the company did not wish to accept my final offer THEY SHOULD HAVE NEVER CASHED THE CHECK.
  
  The company's decision to cut off trouble shooting chats after some arbitrary amount of time also needs to be addressed. They wasted my time.  If they have no record of said chats, then that is on them. As a former customer service rep for another cell phone company, I am well aware of the fact that every contact MUST BE NOTED IN THE RECORD. I find it rather convenient that there is no way for the customer to go back and search and copy these chat records. Never at any time was I given a working resolution of the issue, nor was I told of the dropping of TMObile's towers from use. There is no way that any amount of trouble shooting over chat can fix ATTs poor service in the area. I chose Consumer Cellular when I switched from US Cellular because I was informed they used towers from other companies in addition to ATT. As a former US Cellular employee, I knew to ask this question. Therefore, leading me on to use chat to resolve a problem that could NOT possibly be solved online was nothing short of fraud. The fact that BOTH phones completely stopped working indicates to the least tech savvy mind that the issue was NOT with the phones.
  
  I'd also like to point out that the company took the absolute maximum amount of time to address this issue with BBB. This attitude came through clearly in all of my last days of service with them. I don't know what happened from the time I started with them to when their blatant disregard for reliable cellular service, and the basic tenets of customer care forced me from their company, but I REFUSE to be victimized by this company any further.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Consumer Cellular (CC) for appx two years and chose an upgraded phone for $1,200. I was told express delivery was $12 or $25 for overnight or 1 to 2-day delivery. The next day shipping was $25. It was Tuesday at 9:30 (ish) AM, 2/5/24. The immediate email receipt with the tracking # to expect delivery on FRIDAY 2/8. Yet, I just paid for overnight!! I had requested *** but was told I had one choice. Next day no phone, another day and no phone.I called **** and was told that CC saw the same date I saw. And that CC held the package for almost 7 hrs before the scan to leave the facility. CC was at fault and it was after 6:30 before it was at **** facilities.I called CC and complained. The *** (rude) was very aware of such a problem and stated that after I received the phone to call back and that *** would decide about a refund. They can arbitrarily charge the customer for shipping that they cannot deliver?? They officially market to senior citizens; I am 55 and considered one in some circles... maybe a lot of customers forget and are taken advantage of.I called CC on Friday. The *** (rude) stated no refunds on shpg. I asked for a supervisor. The supervisor (RUDE), stated CC policy is no refunds on shpg. I told her the entire story. She denied it. I said CC was lying. She finally stated that if CC was at fault a refund would be issued. Again very rude. I then stated credit me for the shipping or I will return the phone and go elsewhere. She immediately sent me a free shipping label to return the NEW phone... Seem a little odd to miss a sell?CC did me dirty, mgmt should know (unless crooks) that this is how a ***************** winning company does business. The public and seniors should also know and maybe the authorities. I want my money back---I wasn't told how much of it would be returned --"and the phone shipped still had to still be in "NEW" condition to qualify for a refund?? WHAT? I don't want to lose even more money.

  

  Business Response

  Date: 03/09/2024

  March 9, 2024
  
  
  BBB #********
  ******************* (#*****7100)
  
  Dear BBB,
  
  Thank you for contacting us regarding Mr. ************** complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by shipping of their new phone and with our customer service department.
  
  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 **************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers.  We have forwarded Mr. ******* concern to the appropriate department for further review and training.
  
  Our customer spoke with a representative for assistance with upgrading their phone on 03/05/2024, selecting Express Shipping with 1-2 business day delivery through the US ************** with the fee of $25 added to the purchase of the phone.  The device shipped the same day, however, did not arrive within 1-2 days as advised.  Consumer Cellular typically does not reimburse for a customers shipping expenses. However, as a courtesy, we have applied a credit of $25 for the express shipping fee.  The credit will be applied to our customers next invoice for service.
  
  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:03/07/2024

  Type:Customer Service 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 Veteran, served 23 years. I just cancelled my service with your company, Consumer Cellular. I called because I was having trouble getting my voice messages. Your customer support staff could not help me because I could not remember my security code. Thank You, I liked your service for the short time I used it.

  

  Business Response

  Date: 03/07/2024

  March 7, 2024
  
  
  BBB File No. 21398654
  Ylifonso **** (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers very seriously. Per our policy,and to comply with FCC guidelines, before a customer has access to an account,they are required to provide the security PIN for the account. This is done to ensure that only the customer or secondary user (if applicable) can access their account, make changes to their plans or purchase equipment.
  
  Ylifonso **** contacted customer service on 4/20/23 regarding issues with their voicemail and the voicemail feature was reset for the customer.
  
  When Ylifonso **** next contacted customer service on 3/07/24, they were unable to reset the security PIN and per their request, the account was cancelled. As Consumer Cellular bills in arrears for monthly services and usage, much like a utility company, when an account is closed, there is always a final bill for service through the cancellation date. The final balance due on Ylifonso Pinos account is $20.24 for the prorated service dates of 2/13/24 3/07/24.
  
  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:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I only gave 1 star because I couldn't leave it blank. Consumer Cellular caused me to loose clients and $415.00 I had paid for my business cards when they changes my phone number without my knowledge. Thenm, when I called to find out what the h*** was happening , they basically said (too bad, that's your loss, not our problem, sorry about your luck. They didn't apologize, they didn't explain to me why this occurred, didn't offer to compensate for any part of my business cards, which are a loss because of their mess up, not in any way my fault. I think they should be held liable for at the very least, the $415.00 I paid for my new business cards with my "new number". .. Am I wrong for that ? The "manager" I spoke top on the phone acted like I was crazy and that it was ridiculous that I would even think they would compensate ....I really am disgusted. I am filing the complaint because I don't want anyone else to go thru this, Its devastating, I just started a business, losing that money is a big set back, and now i have no cards, and I missed potential clients because the number they called was wrong. I immediately went on the *** website and filed a complaint, and I intend on continuing to post this on as many platforms as I can.

  

  Business Response

  Date: 03/11/2024

  
  March 11, 2024
  
  BBB 21394084
  *************************** (#****9219)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond to ************************ concern regarding their number change. Regrettably, we could not speak with the customer, so we left voicemails regarding our offer. We understand the frustration and will gladly explain the procedure when a customer changes their number. 
  
  Our system notes number changes on the account as a security measure. We can confirm that 2/23/2024 we changed the customer's number from *0196 to *1923. and *1923 has remained active since that date. We can assure the customer that this was the only change, and *5476 is not a Consumer Cellular number and has no record of being on the customer's account or our system. 
  
  Typically, Consumer Cellular does not reimburse for incidental expenses, including loss of business or goodwill, or revenue or profits; however, to help the customer, we have stepped outside of our policy and offer the customer $200.00 to help the customer with their expense incurred for their business cards. 
  
  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: 03/11/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled their service way ahead of time but they still wanna charge me for the next months service and threathing to take it to collections..Not right at all.

  

  Business Response

  Date: 03/07/2024

  March 7, 2024
  
  
  BBB #********
  *************************** (#*****4519)
  
  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 when the transfer to a new provider was completed on 09/29/2023, with final charges of $51.75 for service from 09/01/2023 to 09/29/2023. The account was set up with our AutoPay feature for payments and the final charges were applied to the credit/debit card on file on 10/20/2023.  **************** disputed the charge with their financial institution on 12/06/2023 and the payment of $51.75 was reversed and a $5 late fee applied to the account at that time.  Since the balance remains past due, the total balance due immediately, $66.81, includes two additional $5 late fees.  With a payment of $51.75 posted to the account, however, 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: 03/07/2024

   
  Complaint: 21379283
  
  I am rejecting this response because:
    I cancelled my setvice  way ahead of time..
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/04/2024

  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.

  Consumer Cellular withdrew over $500 from my checking account without my approval.I had been in a payment plan to pay-off the phone that was lost.After speaking with *****, who was rude, condescending, and blamed her co-workers for not closing my account property, she just kept repeating the same thing over and over - that I missed a 10am timeline to make a payment.The 3 days later, the full amount was withdrawn from my checking account. NOT APPROVED nor did I have ANY ideas this would happen. My checking account was overdrawn and I receive penalties.PS: every time I asked what my phone number was, on the LOST PHONE, they would not give me that information.I will be pursuing $ back for the overdraft fees.

  

  Business Response

  Date: 03/15/2024

  BBB 21380470
  *************************************** (#*****2327)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion regarding the past due payment for ***************************************** service. We have attempted to reach out to the customer via phone but have been unable to speak with them directly.
   
  The customers account was canceled on 11/27/2023 due to non-payment, totaling $241.56. There was a device on the account under an EasyPay plan, which allows for monthly payments towards a device. Once an account is canceled the remaining balance of the EasyPay is charged to the account. The remaining balance for this device was $324, and due to the amount of time the account was past due, late fees were applied, bringing the total to $576.59.
   
  *************************************** called in on 1/18/2024 regarding the past due amount. They had stated they would not be able to make the full payment, and asked if they could make monthly payments. After reviewing the call, we had agreed to set up a payment arrangement for a 6-month timeframe after an initial $75 payment was made. The next payment was due 2/19/2024 and needed to be made manually, which was stated to the customer and confirmed in an email sent to them. These payment arrangements allow our customers to make payments on or before the scheduled date and stop any collection efforts or late fees at that time.
   
  There was no payment made on 2/19/2024 and this nullified the payment arrangement that had been set up. At the time, the remaining past due amount of $501.49 was applied back to the account and our automated system contacted the customer to let them know the payment would need to be made. The account was on autopay before the payment arrangement was set up, so an attempt at auto payment was made and was approved.
   
  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:03/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I havent used my consumer cellular phone/plan in years and lost my cell phone somewhere in my house/property. I am 89 and decided I dont need to pay monthly for something I dont have or use. I called to cancel and was told multiple times that i couldnt cancel if I had a lost phone and that I would HAVE to continue to pay the monthly fee. I even asked if someone was in an accident and the phone was destroyed, could they cancel? And was told that they couldnt cancel. Sounds illegal. I would like to cancel my service w consumer cellular.

  

  Business Response

  Date: 03/04/2024

  March 4, 2024
  
  BBB #********
  ************************* (#xxxxx8821)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *************************** account was canceled as requested on 3/02/2024 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. 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, their final invoice is prorated only for the days the service was active. Our customers can rest assured that they are not being charged for service after the cancellation date. ************************* can review the service dates for their charges beginning on page two of each invoice. The final charges of $14.01 are due 3/22/2024. 
  
  There are many options for making a payment. Customers can pay by phone over the automated system; by calling our customer care at ************; by paying online, or by sending in a money order or check. 
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ************************* again. We do have replacement phones starting as low as $49 plus tax. 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: 03/04/2024

  They changed their story. I was not complaining about paying a bill. My complaint was based on the fact that they clearly said they couldnt cancel service unless I found my phone. My account is now cancelled. They are dishonest and shouldnt be allowed to be in business.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CONSUMER CELLULAR DEMANDS MONEY FOR A PERIOD DURING WHICH IT FAILED TO GIVE ME VOICE MAILS. IT EVEN TURNED OFF VOICE MAILS ALTOGETHER. I ENDED MY ACCOUNT. THEY MADE THAT VERY DIFFICULT. THEY MUST STOP BOTHERING ME, EVEN THOUGH I TOLD THEM TO STOP.

  

  Business Response

  Date: 03/02/2024

  March 2, 2024
  
  
  BBB #********
  *************** (#*********)
  
  
  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 and also for any inconvenience caused by the voicemail on their account.  It has been determined Consumer Cellular did not disconnect our customer's voicemail during the time in question and delays in receiving notifications of new messages is generally due to a low signal from local towers.
  
  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. 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 when the transfer to a new provider was completed on 02/15/2024 with final charges of $51.93 which includes the following:
  
  Inv. #T012803788 for service from 12/21/2023 01/20/2024                                                                        $25.13
  Inv. #T022365243 for service from 01/21/2024 02/15/2024                                                                        $26.80
  
  The account shows usage reported consistently through each billing period and the remaining charges on the closed account are valid and due immediately.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com