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:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/28 I contacted Consumer Cellular and requested the cancellation of my service because the phone did not work. I also requested a refund for $60.36 at that time for the service I did not receive.Despite being told my service was canceled and a refund would by issued, it was not.Consumer Cellular continues to charge me despite my request to cancel their service and has yet to refund the money for the service they did not provide.

  

  Business Response

  Date: 03/01/2024

  March 1, 2024
  
  BBB File No. 21368670
  ********************************************** (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 cancelled when we received this request on 2/29/24. While the account does not reflect that we received a request to cancel prior to 2/29/24, as a courtesy, we have waived the balance due on the account. However, as valid usage reported 10/23/23 12/21/23, the previous charges remain valid and no refund will be issued.  
  
  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:02/29/2024

  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.

  I started services with this company I believe in October/November 2023 with phone number **********; before the year ended I requested the number be changed and they changed the number to **********, however to my surprise the following billing cycle I was being charged for both numbers when the previous number had already been disconnected. I called in January 2024 for the 202 number they provided a credit and stated it would not happen moving forward. This month is here and Im once again being charged for the 202 number; I spoke with the Supervisor ************************* ID 2573 who stated just because it was disconnected doesnt mean it wasnt available for usage which is why I continued to be charged; so I stated to her to provide me proof of usage for the 202 number as I havent used it since December not was I aware it could still be used; she provided a snide ****** of people do it all the time especially with these newer phones and Id still be charged however moving forward it would be removed. That doesnt make sense when I just complained about the same issue last month. I simply want the account credited for the false charge so I can pay my bill; I spoke with ******** at 2:13pm EST to phone number **************

  

  Business Response

  Date: 03/01/2024

  March 01, 2024
  
  BBB 21366517
  ***** ****** *****7758
   
  
  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 being charged for a phone number they are no longer using. We reviewed the usage and credited the account for these charges totaling $22.53. ***** ****** will no longer be billed for a second phone number.
   
  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: 03/01/2024

   
  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:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I originally was with tmobile and wanted to try out consumer cellular. After a couple months I decided to want to switch back to tombile. Consumer cellular service has been terrible reliance wise. Just last week they had a nationwide outage (ATT MNVO) and did not apologize nor issue an incentive towards customers. I want to port out my line ************ but consumer cellular is holding my number ******. They wont let me port out my number. The number is from ******** and consumer cellular is holding it ****** because I have been unable to pay. I asked the customer support team over the phone if they could work with me and they said no that i have to pay upfront and that I was alerted by email and basically saying its my fault that i got into this situation. I never received any emails from consumer cellular offering a payment plan. I am less inclined now to stay with the phone carrier after the service I received. They didnt offer payments and now i cant afford the pay the whole amount. Thus why the carrier consumer cellular is holding my number that I originally ported in ******.

  

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  BBB #********
  German Palomino (#XXXXX3447)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ******************** would like to leave our service. An account must be active to transfer phone numbers. On 2/23/2024, the service was suspended for non-payment of monthly bills. As of 2/27/2024, the current balance due to reinstate the service is $327.60. This is for two billing cycles: the first from 12/7/2023 - 1/6/2024, and the second from 1/7/2024 - 2/6/2024. These charges are valid. There is also an EasyPay payment plan associated with the account for an iPhone 15 Pro *** purchased on 11/8/2023 with a remaining balance of $1,029.00, which would become due immediately if the account is canceled for any reason. While we can currently set up a payment arrangement to split up the total balance into multiple payments, setting a payment arrangement would not reinstate the phone 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
  
  
  
  

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21349130
  
  I am rejecting this response because:
  According to federal regulations with the *** Companies may not refuse to port a number because a consumer has not paid for porting.
  Consumer cellular is losing clients at a fast pace and its understandable to refuse port out but its against the law.

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

  
  Sincerely,
  
  German Palomino

  

  Business Response

  Date: 03/10/2024

  March 10, 2024
  
  BBB #********
  German Palomino (#XXXXX3447)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any misunderstanding regarding the requirements to transfer a phone number. We do not have any charges associated with transferring a phone number. However, an account must be active to transfer a phone number. Sadly, as the account was suspended for non-payment, the account was not considered active, and payment was required to reactivate the service so the number would be eligible to transfer to another provider. We see that the $327.60 due to reinstate the account was paid on 3/6/2024 and one phone number on the account was successfully transferred as of 3/7/2024. There is one phone number remaining on the account and a balance of $120.98 that is due on 3/26/2024. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  The cell phone provider, didn't explain their freezing process and cancel process. Then proceed to charge and place delinquent charges on the account.

  

  Business Response

  Date: 03/04/2024

  March 4, 2024
  
  BBB #********
  *************************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ***************************** line was suspended as requested on 12/11/23, and they are not being charged for service beyond that date. At the time of the suspension, the customer service agent did notify the customer that they would have 30 days to reinstate the line to save the number.
  
  Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is suspended or closed, there is always another bill for service provided through the suspension or cancellation date. The customer is only charged for the time the account was still active. If the account was suspended or cancelled before the end of the billing cycle, the invoice is prorated only for the days the service was active. The service dates for the billing cycle are provided on the invoices sent to the customer.
  
  The $29.17 due 1/11/24 was for the service provided from 11/22 to 12/11/23, the date of suspension. As there was no previous request for suspension or cancellation, these charges are valid. As the payment was not received by the due date, additional invoices were generated that included our Opt-Out Fee (for accounts not on Autopay with Email Invoicing) and a standard late fee. If *************************** contacts our phone support at ************ to make a payment, we would be happy to waive the late fee.
  
  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
  
  

  Customer Answer

  Date: 03/04/2024

   
  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:02/26/2024

  Type:Order 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 paid my service in full through consumer cellular. I do have prorated charges because I switched to a different provider and I had a contract with consumers cellular through easy pay to pay off my cell phones I purchased I have made the 24 out of 24 payments *********** phones And consumer cellular still wants me to pay them an extra $50 saying I didnt pay that but I do have the contract saying the 24 of ********************************************************************** and will not take it off of there. My final bill should be ****** not ******

  

  Business Response

  Date: 02/27/2024

  BBB 21346462
  ************************* (#*****6197)
   
   
  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.
   
  Because our EasyPay program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay agreement, accepting the number of payments and the terms and conditions of the agreement. The customer will receive a full invoice showing all charges each month and then on the due date.
   
  The customer spoke with our ****************** on February 26, 2024, and they further explained that on 2/22, $400 was paid towards their EasyPay installments, paying both installments in full. However, the invoice for the billing period 1/15 2/14 which was posted to the account on 2/17, had included a $50 charge for both EasyPay installments, as well as service charges for $121.37, with a total of $171.37. As the EasyPay installments were paid in full after the invoice had already been posted, the invoice for $171.37, including the installment and service charges is valid and remains due.
   
  After reviewing Ms. ******* account records, we can verify that their number has been successfully transferred out and the account has been canceled as of February 26, 2024. A final invoice is expected to generate $57.10, resulting in a total amount of $228.47 due on March 16, 2024.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21346462
  
  I am rejecting this response because: 

  if I still owed money on my phone through EZ pay, it would not say paid in full 24 of *********************************************************************************************************************** $50 extra the phones are paid in full 24 of 24 installments paid
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On multiple occasions, I had reached out to customer service with issues. I was lied to about the month payment, I was lied to a 2nd time about the month payment, the service didn't work in our area as I was told it would. We (3 lines of service) had to use our ************ in order to use the phones. If that were the situation all the time and was known to them (I told them every time I spoke with them, but I would think we were not the only customers in our area) allowance should have been made. After dealing with the many issues, nothing being done and customer service getting ***** and ***** as well as being told they do not have technical support. After this I left them know I would be transferring to another company-2 of the 3 numbers I brought with me to the company and I have had for over 8 years. We tried to transfer to Cricket Wireless. We tried THREE times to process an order with Cricket. Working with their customer service and Tech. Support to find out after the Third time that it is a normal practice of Consumer Cellular to not release customers information. Cricket has dealt with Consumer Cell many times on this issue, but they have been unable to get Consumer Cellular to work with them or to their knowledge any other company. Because of this I was unable to keep MY phone numbers and was forced to get all New phone numbers. $49 per number x 3. Because of they kept refusing to release my account (information) it went into a new billing month with CC. I will NOT being paying a bill they SCAMMED into paying. So they can take me to court over the Fake Samming "late" bill and I believe they OWE me for forcing me to purchase New phone numbers.

  

  Business Response

  Date: 02/26/2024

  February 26, 2024
  
  BBB #********
  *************************'**** (#XXXXX3458)
  
  
  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 ************************* experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Ms. ****** Bells concerns to the appropriate department for further review and training. 
  
  Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. After reviewing the account records, sadly, it seems the transfers were not completed due to incorrect information provided to the new provider. 
  
  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. The account was closed upon request on 12/13/2023, and there is usage up to this date on the account. When an account is closed, there is always a final bill for service through the cancellation date. We are sorry we are unable to offer a full refund and unable to meet the customer's request. As the customer did not use the full plan purchased, as a courtesy, we placed a $8.39 credit on Ms. ****** Bells account. We have also removed the late fees as of 2/26/2024, for a final balance of $60.80. This amount is for the bill for service from 10/26/2023 to 11/25/2023 in the amount of $13.09 as well as the final adjusted balance of $47.71. 
  
  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: 02/26/2024

  This information was discussed with both Cricket and Consumer on the first attempt to transfer when the account was denied. Cricket had all of my information that was required when I transferred to Consumer C. Just as every other carrier I've had in the pass more than 20+ years. My Full Name, My Address, My Current Carrier, My Account Number with side carrier, my pin, the numbers to be transferred and I can't exactly remember whatever. But they did have all of that information. When reaching out to Consumer to find out why it was refused the first time I was told Cricket did not provide my correct information. So, I was back on the phone with Cricket & Confirmed they did in fact have and did send my Correct information. Back to Consumer - told they my info was correct with Cricket - it was sent correctly the problem had to be an error somewhere else. We checked to make sure the numbers (account & pin) were correct. Yep, correct. Everything else was the same.

  By this time Cricket had cancelled the first order.

  I placed a Brand New Order with Cricket - For the next a little over a week the exact same thing as last time, except this time I asked if they had someone from Tech support that I could talk to or better yet that I could get on a 3-way call with someone from Cricket? Oh, no we don't have a ************************ I was told "No, but the problem isn't on our end so that wouldn't matter if we had Technical Support or not."  It took me 5 calls this time (4 the first time so 9 total) to be told they do not have Tech Support. Either that or just were not willing to help me. I was back on the phone with Cricket again. Still hitting a brick wall. Keep in mind my phone from Consumer cell doesn't work at my home or within 2 miles of it which plays a Big part in leaving them-So I'm trapped at home using my WiFi to make these calls or Trapped in a location not moving until the call is complete because I don't know if the call will drop. This is not a case of Oh better rate lets leave. It's a case of Lie, on Top of Lie, on top of LIES.  So 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21345001
  
  I am rejecting this response because:

  Before trying to leave Consumer Cellular service, I had called multiple times with service and billing issues. Each time I got nowhere. I got excuses, I got blamed, I got use your own  Wifi (to which my comment was then why do I pay for cellular services?)What I never got was a solution or anything corrected.
  We dealt with the problems as long as we could (3 lines of Service). My husband, bless his heart wanted to save money & we transfer. We never received the month price we were told, which started the problems, service was the biggest issues. After the first month - we were calling at least twice a month with service problems.

  
  Please understand After I signed up online there were at minimum 3 calls to Consumer Cellular and 4 back to Cricket on This Try.
  We decided to go with Cricket Cellular I placed the order online the same as you do with most cellular companies today (Consumer Cellular -  Cell Phone Plans |Consumer Cellular Sign up). I provided all of the information asked for just as every other cellular company asked for. My name, address, phone information,phone numbers, current carrier everything. Two days went by nothing. I reached out to Cricket on day 3 I was told the order was on hold because they were waiting on my current carrier to release my information to check back the next day. I checked back on day 4. Its still on hold waiting for your current carrier. What should I do? I was told I should contact them. I called Consumer and got nowhere. Maybe I gave Cricket this number wrong, ***be that information wrong, check this, check that. Okay, they need my account & pin, right? Her -Yes.  Back to Cricket. After the back & forth calls (at times doing online chats) Cricket canceled the order.
  Before placing a 2nd order to transfer out and hopefully not having to deal with the back & forth or canceled order because of some company not wanting to release a customer's service I reached out to ********************** First. On with Consumer What do I need to give the other carrier so I can get away from yall and have service that works (Oh yes, I did say this). The woman said I can see on the order they didnt give the information we require. Me:Okay? And that information is more than what was confirmed to me over a week ago when I called. So, youve changed againwow am I not surprised? Tell me Exactly what information is needed so I can leave. Her -well you need your personal information (me making a rude sound ya go on), your account number, and you have to ask us for a transfer pin. Me -Okay, so according to what youve just told me there shouldnt have been a problem transferring my account the first time.  But lets get a new transfer Pin,shall we?   She put me on hold - came back and I believe the number was 49 something. Im sorry I cant recall that now.
  I called Cricket and gave them all of my information along with the transfer Pin they confirmed Again that all 3 of the phone numbers could transfer over (2 of which had belonged to me for More than 8 years thank you so much I appreciate that even more Consumer cellular for having to change over 8 years of contact information for myself and a family member). It was a repeat of basically the same thing except for the lovely occurrence of being told the 1st person gave me an incorrect pin (on the 3rd call) gave me a new pin which by that time the order had been Canceled AGAIN. Cricket **************** told me that they experience this problem with Consumer cellular all of the time and that they are the hardest company to work with.
  Im up for a little more abuse so 3rd times the charm -  9 days before the new bill - I tried again and called Consumers - I told the person I spoke to (Every time from this point on)  As you can see on my account if It was documented as (which it wasnt for all of the times I had been calling in I would like to add so that is an additional problem that *** need to be reviewed within your company dynamic) I have been trying to get away from this company,but for whatever demented twisted reason someone within yalls company has decided against it. So I will not be giving Consumer Cellular another ***** nothing. Im pay as you go so you all need to let my Phones GO. So you cant make sure my 3 lines of sure are released I signed up for the 3rd time with the other carrier in a few minutes then you need to get me someone on this phone who can. Im fickin done. Same thing just need your personal information & Pin here's your pin.
  Needless to say the 3rd time also never worked and every time the information the I was told ***************** Several Employees) as well as what Published on the Website never worked. I had no choice but to pay for new phones & phone NUMBERS because Mine would not be released. No matter that the information being asked for WAS being given. My account was paid in advance I owe you nothing. You owe me more than money can replace.
  
  WAIT I didnt mention that Each time I had to pay for 1 month of service up so that money was put on Hold 10 each time. Because of this, I was out of money. I had to borrow money until the bank released all of these from the holds this was Consumer Cellular's fault.  After the 2nd time of trying to transfer & the way they treated me there was No Way I was staying with this company. When the transfer didnt work the 3rd time and I was Forced to start every brand New (new phones/new numbers) I didnt have the money to do it so I had to do a affirm loan thing which lets you pay over time. So now I have to pay interest on time of everything else. I know now after talking with other Mature Adults in my community group, we are not the only family they have done this to. Its like a game or something.
  
  
  I located this information to make sure I was doing everything I needed on my end.
  Below are the details you need to complete your port-out process:
  a. Consumer Cellular Account Number
  This is the ******* account number associated with your ********************** account. The account number is different from your phone number. Check this post on how to find your account number. 
  b. ********************** Transfer PIN
  This is also known as the Transfer PIN. Most network carriers created the Transfer PIN to add an extra layer of security to accounts. The network carrier wont process any port out request without the transfer PIN. Check this post on how to the transfer PIN. 
  c. Other Details
  Also, you need the account name, and address of the account owner. Some networks *** request a copy of your last paid bill.
  How To Complete Consumer Cellular Port Out Process
  When you have all the details you need ready, contact the new carriers customer support and request to port your number. The customer support person will first check your phone number to know if it is eligible to port to their network.
  If your number is eligible to port out, they will request your details from Consumer Cellular. That is your account number, passcode, and other details. The new carrier will contact Consumer Cellular and place a port out a request for your number.
  Once Consumer Cellular approves the port-out request,your new carrier will commence the transfer process.
  What Happens After Your Port Your Number From Consumer Cellular?
  After you port your number from Consumer Cellular, the new carrier will contact your previous carrier to deactivate your service.
  Note that, once the transfer process is complete, you will stop enjoying any benefit you once enjoyed on the Consumer Cellular network.
  Frequently Asked Questions
  Does Consumer Cellular Have A Port Out PIN?
  No. **********************, unlike other network carriers,does not have a designated port out PIN. If the new carrier requests for a Port out PIN, you can enter the last ******** of your Social Security Number (SSN).The SSN code serves as the passcode or port-out PIN.
  How Long Does It Take To Port Out Of Consumer Cellular?
  It takes 48 hours or less to complete the port-out process from Consumer Cellular to another network. The new carrier needs the time to place a port out request to Consumer Cellular and complete the number transfer process.
  (ref: Consumer Cellular Port Out: Complete Number Transfer Guide - Tecody)
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/25/2024

  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 customer of **********************. I would like an immediate refund of all overcharges. They keep upgrading my data plan despite me never asking for them to automatically upgrade the data plan. Moreover, to add insult to injury, when I go to the website portal to downgrade the data plan, the company grays-out the option to do so and refuses to allow me to downgrade the plan. Such refusal is likely a huge violation of federal law. I want contact by business to discuss the amount dues to me as a refund.

  

  Business Response

  Date: 02/28/2024

  BBB 21344087
  ******************* (#*****1364)
   
   
  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 with them, but they did not answer or call back. Consumer Cellular offers two different types of service: The minutes are on one plan, and unlimited texts and data services are combined on the Connect Plans. Should the customer exceed their plans limits, their plan would automatically be upgraded. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a plan that was too small to cover their usage. Customers may change their plan each month based on their usage.
   
  Mr. Gallon was automatically upgraded to the unlimited GB plan when their data usage exceeded their 20GB data limit. As all of our Connect plans include Unlimited Texts, the customers text usage does not trigger an upgrade. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit. Customers may opt out of the automatic upgrades, however, once they have reached their plan limit, the data speed will be reduced for the remainder of the billing.
   
  On February 22, 2024, the customer contacted our customer service team and requested to opt out of the automatic upgrades. As the customer has used ******* of data usage for their current billing cycle, they will need to wait until their billing cycle renews before they can lower their plan.
   
  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:02/24/2024

  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.

  The cell is locked

  Customer Answer

  Date: 02/25/2024

  what information do they need

  

  Business Response

  Date: 03/05/2024

  March 5, 2024
   
  Better Business Bureau #********
  ******************* (XXXXX0841)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to speak with *** via phone, but we were able to correspond via email.
   
  To unlock a device, it needs to meet certain criteria: it must be fully paid for, active on Consumer Cellulars service for at least six months, the account must be in good standing with no past due balances, the device must not be reported lost or stolen, and we need to have the Unlock Code or be able to obtain it from the manufacturer. The phone that *** is requesting we unlock is associated with an account that has been sent to collections, so it does not meet the qualifications for unlocking.
   
  As *** is not the account holder or listed as a secondary user, we advised that they have the account holder contact **************************** (PCS) at ************ for assistance with payments, arrangements, negotiations, or inquiries.
   
  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:02/23/2024

  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.

  Ordered one phone from consumer cellular,they sent me two.in trying to return one I asked for a return label so I could get my money back for one phone but they have not sent the label and it's been two weeks or more. They charged me ****** dollars for the extra phone.there is a time limit in which you have to send the phone back or they will charge for not getting it back. I think I am close to that time limit.the order date for the phone is 2-08-2024.

  Customer Answer

  Date: 03/05/2024

  In regards to my complaint number ********. On feb.23,2024 I received the return  label and scheduled a pick up with the usps.to take place on 2-24-2024.now I will be waiting on my refund of 227.88.in advance,thank you for your continued support in dealing with this issue.    *******************************

  

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
   
  BBB 21336026
  ******************************* (#*****9160)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ******************************* experienced during the refund process for returns. The customer has called in and discussed this matter with multiple agents.
   
  We can confirm that we have received the returned device from the customer, and as of 3/4/2024 a refund of $215.88 has been issued to the original payment method. These returns can take between 3-10 business days to process, so they will not appear on the customers bank account until that process is complete. The refund total does not include the shipping cost for the device, so we have applied the remaining $12 as a courtesy credit to the account which will go toward the customers next bill.
   
  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: 03/13/2024

   
  Complaint: 21336026
  
  I am rejecting this response because:
  I would like to have the refund sent to me in the format of a check.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
   
  BBB 21336026
  ******************************* (#*****9160)
   
  
  Dear BBB,
   
  Thank you for allowing us to continue working with ******************************* to resolve these issues. We are unable to send a check for the refund of this device as it has already been submitted to the original card used as of 3/4/2024. If the customer has still not received the refund, we suggest they contact their banking institution.
   
  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:02/22/2024

  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 today, Thursday February 22nd, 2024, a message appeared on my phone, that I had never seen before, ATTENTION Mobile network not available. My bill is PAID. I received my, Consumer Cellular Invoice on, February 18th, 2024, for my account# *********, in the amount of $31.27 which is due on, March 5th, 2024. IAM requesting a FORENSIC INVESTIGATION into ALL of my BILL PAYMENTS. It appears that CONSUMER CELLULAR, has allowed themselves to be BULLIED by the same people whom are currently under, FEDERAL INVESTIGATIONS for CRIMES pertaining to ********************. Please include ALL documents, emails, letters, phone calls to and from, names, addresses and phones number made and received pertaining to my phone number: **************, and my phone records. Thank You! ***********************************, ***************************************************************************

  

  Business Response

  Date: 03/02/2024

  March 2, 2024
  
  BBB #********
  *********************************** (#XXXXX6834)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear that ****************** experienced an outage which caused her further concern. We made several attempts but were unable to reach ****************** on the phone. 
  
  We sincerely apologize that ****************** was affected by a nationwide network incident impacting multiple services wherein customers had no mobile network available. The outage affected multiple services and carriers and was resolved as quickly as possible. This interruption in service was in no way related to any late payments or billing issues on Ms. ******** part, and we apologize she had that concern. 
  
  
  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