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.
466 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:02/22/2024
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.
No connectivity with either phone. Cannot even call out and my account is in good standing. Last time it took several days to resolve the issue and I'm having a more serious problem today. Cannot reach anyone by chat, and cannot reach the tech support to resolve the issue. I have two phones which I cannot use and this is reoccurring.
Customer Answer
Date: 02/23/2024
Good morning, I spoke with an executive at Consumer Cellular yesterday via telephone. He was very honest, professional and understanding. I consider this complaint that I have filed to have been addressed appropriately and is now closed. No further action is required as this was handled to my complete satisfaction. Thank you. *********************
Business Response
Date: 03/03/2024
March 3, 2024

BBB 21330284
********************* (#*****0757)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer experienced during the national outage that occurred on 02/22/2024. We have spoken with ********************* over the phone and were able to come to a resolution.

The customers main concern was if something like this was to happen again, as both of their devices were unable to be used. The customer decided it might be best for them to take one of the lines on their account and transfer it to another company. We made sure the device was paid off and able to be used outside of Consumer Cellular, then gave them instructions to contact us to gather porting information if they decided moving the line to another company was the best course of action.

We can verify that the customer was able to successfully move one line over to another company without much hassle on our end, and has kept the second line active 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
Initial Complaint
Date:02/22/2024
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.
************ is down nationwide with this carrier. they've provided no messaging via our accounts, nor email to notify us of what is going on. no public posts, nothing. i've lost $200 this morning so far by being uninformed, and cut off with no warning.
Business Response
Date: 03/02/2024

March 02, 2024

BBB 2329932
********************* (******3331)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On February 22nd AT&T experienced an outage due to a process error early in the morning. While the outage lasted several hours,service was restored by the afternoon. While we understand the frustration this disruption in service may have caused, section 4.1 of our WCA(wireless customer agreement) states: unless prohibited by law, consumer cellular is not liable for any indirect, special, punitive, incidental or consequential losses or damages you or any third party may suffer by use of, or inability to use,services, software, or devices provided by or through consumer cellular,including loss of business. As a courtesy, weve issued a $5.00 credit for a days loss of 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:02/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Cunsumer Cellular about 6 months ago to see if I could save a few dollars on my phone bill. They were more expensive than my present plan. So I told them "No thanks, my present carrier is cheaper!"Since then, I've recieved emails, texts, regular **** mail & even phone calls, and with each harrasing attempt, except for the **** mail, I've asked them to stop, and even said "PLEASE, just Leave me Alone!!" To mo avail..They're almost as bad as the local cable/internet service Spectrum, whom I'll be filing harassment charges against very soon, & I'll be doing it to Consumer Cellular, if this doesn't stop!Please, I just want to be left alone and not harassed about using someone services... .. I said "Please!" Each time!
Business Response
Date: 02/23/2024
February 23, 2024

BBB File No. 21327935
Barri Stone

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. We have removed Barri Stones name and address from our mailing list; please know it can take 2-4 weeks for all of our systems to be updated. If ********************* is a member of AARP, they may receive promotional material for our services through AARP and will need to reach out to AARP directly to be removed from their mailing lists.

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

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:02/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/15/24 I submitted an online application to Consumer Cellular for Easy Pay financing option. Consumer Cellular stated the request was denied due to a low credit score rating, and that the rating was generated by Equifax Information Services.I then contacted Consumer Cellular via a phone call *************) to check if more information could be provided in reference to the credit score. The representative stated he could not provide any more information and that I would have to contact Equifax. On 2/15/24 I also contacted Equifax via phone call *************) and spoke with a representative. The representative stated before he could provided any information I would need to provided detailed information (e.g. First and Last name, Middle Initial of Name, Physical Address, Date of Birth, Social Security Number). He then stated there were no inquiries from Consumer Cellular on my Equifax report in reference to my credit score. He then preceded to verify the information I provided to him and compare it to what was listed in Equifaxs report. The only error he found was my date of birth. He then stated I could dispute the error by creating an online account and filing a dispute report, or submit a dispute application via U. S. Postal service.I provided all the required information online and also attached a copy of my Driver License.On 2/16/24 I received an Email from Equifax stating my date of birth was corrected, and I needed to log into my account to view the information. I also check my credit report from Equifax online. The report does not list in Hard Inquiries or any Soft Inquiries from Consumer Celluar on my report. My credit score is also rated as Very Good.I am also attaching a copy to the letter I received from Consumer Cellular.Thanking you in advance for your investigation of this matter.I
Business Response
Date: 02/22/2024
February 22, 2024

BBB File No. 21326399
*************************;

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond.
Consumer Cellular is not a prepaid service. We bill in arrears for service and usage. In addition, we offer equipment financing on select devices. For these reasons, we require an industry-standard soft credit check to determine financial approval, number of lines allowed on the account, payment requirements and to ensure that services will be paid for on a monthly basis.

Soft inquiries, which only the customer can see, appear for a variety of reasons, including promotional offers, employment verification and when customers pull their own report. Only hard inquiries affect the credit score, but all inquiries will stay on the credit report for two years.

EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

If ************************* believes there is an error on her credit report, she will need to contact the credit bureau directly. She is welcome to contact our billing department at ************ if she has any questions regarding her eligibility to purchase equipment using EasyPay.

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: 02/25/2024

Complaint: 21326399

I am rejecting this response because: Ms. ********* as stated in my previous statement to Consumer Cellular: There are no soft inquiries from Consumer Cellular on my ******* account. ******* does not list, nor has it ever been listed my credit score as being 407. The erroneous credit number came from the letter I received from Consumer Cellular, dated February 15, 2024. As previously stated my credit score is listed as Very Good, which is in the 700 and above range.
I have contacted Consumer Cellular several times, via a phone call, to check on the issue that occurred on February 15, 2024. The only response I received was that there was nothing that could be done, and that I would have to contact ******* Services to resolve the issue.
The last attempted I made contacting Consumer Cellular was on February 21, 2024. The representatives name was *****. She also stated that she could not check on the issue, but could provide a number to Consumer Cellulars ****************** *************). When I dialed the number I received a message that the company was ****************************, which is a collection agency. I disconnected from the call. My question to Consumer Cellular is why would I be referred to a collection agency when I never had service with Consumer Cellular. I was attempting to establish service when I submitted the Easy Pay application.
I believe it would have been beneficial to me, a potential customer, and **********************, for one of the Consumer Cellular representatives
to check on my application entry for Easy Pay financing for errors that could have been made when submitting the application; which is what ******* Services did when my date of birth was incorrect on their report. The only thing was needed from me was proof of Identification, in which I submitted a copy of my drivers license on line to *******. As also stated previously the issue was resolved on February 16,2024.

Sincerely,

*************************
Initial Complaint
Date:02/21/2024
Type:Sales and Advertising 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 is not unlocking my phone so that I can switch over to another carrier of my choice.
Business Response
Date: 03/02/2024
March 2, 2024

BBB #********
********************* (#XXXXX7380)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand the importance of ************ being able to have her device unlocked to be used with another carrier. After several attempts we were unable to reach ************ by phone.

The Apple - iPhone 14 Pro *** reflects as being successfully unlocked. There may be final steps to complete through Apple iTunes to complete the unlock process. If for some reason the device continues to appear locked, we recommend the customer contact other prior carriers as the phone is not locked to Consumer Cellular.

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

Sincerely,

******************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:02/20/2024
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 2/08/24 Consumer Cellular sent us an email claiming that we owe $1,126.29 for a ******* 23 Plus phone. The phone cost only 900+ dollars. The phone has been returned via ******, IL, ************ within the required time by Consumer Cellular on 2/20/24. It has been sent overnight, and will arrive there tomorrow on 2/22/24. The due date is on Friday 2/23/24. Cost was $77.50 and requires signature upon being received by Consumer Cellular. We want a full refund for that too, and have bill entirely wiped out.
Business Response
Date: 02/24/2024
February 24, 2024

BBB File No. 21319252
********************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. ********************* ordered the ******* Galaxy S23+ - Phantom Black 256GB using EasyPay on 12/21/23. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

At the time of purchase on 12/21/23, the customer paid $90.19; $15.00 down payment, $63.19 in taxes and $12.00 for shipping. On 1/01/24, the customer cancelled the line with ******* Galaxy S23+ and added a new line of service. The customer requested to exchange the ******* Galaxy S23+ from the cancelled line for another ******* Galaxy S23+ for the new line using EasyPay. The cost of the ******* Galaxy S23+ was $999.00 (plus $63.19 for taxes and $12.00 for shipping). As this was an exchange, a return was set up for the original ******* Galaxy S23+ and the $78.19 for the down payment and taxes was applied towards the down payment of the new ******* Galaxy S23+; the customer was only charged $12.00 for shipping. When the new device shipped, a prepaid return shipping label was provided for the customer to send the original device back to us by 2/04/24.

When the device was not returned by 2/04/24, the return was cancelled, and insufficient return charge (IRC) of $78.19 was charged to the account. On 2/05/24, the customer cancelled the line the original device was ordered on, and the remaining EasyPay balance of $984.00 was applied to the account. A return was set up for the ******* Galaxy S23+ that was ordered on 1/01/24 and the return was due back by 2/26/24. On 2/23/24, the device was processed for return, clearing the EasyPay balance for the order from 1/01/24.

As a courtesy, we have set up a return for the original device ordered on 12/21/23. We have also reinstated the EasyPay plan to prevent the customer from being billed for the full EasyPay balance on 3/03/24. To be eligible for return, the device must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures and must be received back no later than 3/16/24.

Consumer Cellular does not reimburse for incidental expenses, such as shipping. However, as a courtesy to a long-time customer, we previously stepped outside of our policy and applied credits totaling $59.32 ($23.86 on 12/29/23 and $35.46 on 2/06/24) for the shipping costs. As the customer has previously received credits for shipping charges and opted to send the device back on their own instead of using the prepaid return shipping label that we provided, we will not apply any further credits for incidental expenses.

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:02/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Iris Flip phone (Consumer Cellular product) in October, 2023. It worked for a few weeks. Consumer Cellular sent a replacement (Nov 2023) which only worked for 3 weeks. CC again replaced the phone (December 2023). The third phone worked until Feb 17th, 2023. There was no damage to or unusual usage of the phone. After a period of weeks, the phones stopped booting properly rendering the phones inoperable, even with assistance from CC support. When this occurred the third time, I purchased an Apple SE (3rd gen) from Consumer Cellular and asked for a trade in - which wasn't possible according to CC. My request for a refund or credit to my account was denied by a supervisor. Each time these product failures occurred I was without a phone for 6 days.
Business Response
Date: 02/20/2024
BBB 21312124
************************* (#*****3145)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer is experiencing issues with their device. We have spoken with ****************** and gone over our options with them. As Asurion will not accept an IRIS Flip to be traded in through the program, we have instead, created a return. As long as the device is in like-new condition with no scratches, dents, or any other form of damage, a refund for $69 will be provided after our warehouse processes the return. This amount does not include the taxes of $6.21; therefore, we will follow the account to apply a manual credit, resulting in a total of $75.21 being refunded to the account balance. The customer has already purchased another device as a replacement and will need to contact us at ************ to activate it once they receive it.

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

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:02/15/2024
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.
After paying for one month of service and the moto g cell phone I was supposed to get the second month free they billed me nearly $9.00 for srvs:Fee,? At that point I realized this is not a free month if I'm paying,so I paid the money. at the beginning of the second month of service I called to cancel service and return the phone,they told me I couldn't return the phone,I asked why and didn't get any valid explanation. That being said, I was told there's No Contact No Hidden Fees Pay Month to Month, after i asked for a box to return the phone they sent me a bill for $77.23 I don't know what that's for? Need Help Thanks
Business Response
Date: 02/17/2024
February 17, 2024

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

Dear BBB,

Thank you for contacting us regarding ********************************* complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on their 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 service is due.

********************************* account was opened on 08/12/2023 during our 2nd Month Free promotional offer. With this promotion our customer receives the second month of service free, not including taxes and fees. This information was listed on our website within the details of the promotion. The account was closed on 12/13/2023 after being suspended for non-payment on 12/02/2022 with usage reported up to the date of suspension. The last payment received, $25.48, was returned by the bank and a returned payment fee of $25 was applied to the account on 12/01/2023. The charges remaining, $88.66, on the closed account include:

Invoice #S111790574 for service and usage from 10/10/2023 11/09/2023 $25.48
Invoice #S121879265 for service and usage from 11/10/2023 12/01/2023 $25.38
Returned Check Fee ($25 plus taxes) $27.00
Late fees (plus tax) $10.80

With a payment of $77.86 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: 02/20/2024

**mplaint: 21301417

I am rejecting this response because:

Sincerely,

****************************;
Dear Sir on 8-12-23 I ordered, purchased the phone for ****** not 8-14-23 as you stated.but anyway, received and activated it on 8-17-23 talked to **n cellular agent asked for a "box" return label to return the phone,***** am an AARP member as a member I was given 45 days to decide,I decided not to keep the phone well within the time frame allotted.Sir I don't write checks I only use a debit card,so there's no returned check fee from the bank or any entity thats fact. No **ntract No Hidden Fees" pay month to month " you kept billing me after I cancelled serv.u guys charge a extra 5.00 for not signing up for auto pay.thats truly a hidden Fee within itself..I expect **n cellular to act as a reputable ** instead of aPreditor ** targeting seniors Im sure there's many more seniors that feel this way. Please send label for return of phone. Thanks A.A
Business Response
Date: 03/01/2024
March 1, 2024

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

Dear BBB,

Thank you for contacting us regarding ********************************* complaint and allowing us the opportunity to respond further. We apologize for any frustration caused by the billing on their account. ********************** is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in our AutoPay program and electronic billing.

Consumer Cellular is not charging a fee to opt out of automatic payments; all customers receive a $5.00 service fee; we offer a discount of $5.00 to our customers who choose to use our free auto pay and email billing process. Information regarding a service change is provided in our Wireless Customer Agreement, included with all equipment purchases, including SIM-only orders. Section 1.3 states, "We may change any terms, conditions, rates, fees, expenses, or charges regarding our Services at any time..."

********************************* account was opened on 08/12/2023 during a call with our customer service, with the order of a ******** ************* 2023. Per ************************ request on 12/13/23, the account was canceled, however, the ******** *********** was not eligible for return as it was well outside the 45-day return period and the device is theirs to keep.

On 11/14/2023, per ********************** request, his account was updated to our AutoPay by electronic check using the bank account information provided by our customer. On 12/01/2023, a payment of *****, which was processed on 11/28/2023, was returned by the bank. Since funds were not collected, the payment was reversed, and a returned payment fee of $25 was applied to the account. The charges remaining on the closed account, $88.66, are valid and due immediately. However, with a payment of $77.86 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: 03/08/2024

Complaint: 21301417

I am rejecting this response because:on 08/17/2023 service was activated with Con cellular I notified Con cellular on 09/31/2023 to end all dealing and send box return label, that was met with deaf ears because they kept billing me for a No contact phone that had *********** They billed me 77.+. one month for a phone with no service then the next month $88.66.same no service phone.just waive all charges and we'll be good.aarp 45 days to decide. Last time, seems like this is communicating with AI.

Sincerely,

*******************************
Initial Complaint
Date:02/15/2024
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.
Dishonest advertising and hidden fees. My monthly plan is $55 but the bill is for $78.78. That is over 43% in additional fees that are not advertised. I would like my current (Feb. 2024) bill and future bills adjusted.
Business Response
Date: 02/16/2024
February 16, 2024

BBB #********
***************************** (#*****6796)

Dear BBB,

Thank you for contacting us regarding ********************** complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on their account. When selecting a plan online it does state "*The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing."

The taxes on our service include city, state, and county taxes based on the billing address. Federal taxes and surcharges are the same for everyone. In some situations, a tax may be based on monthly charges with other taxes combined. In some states, other taxes get charged, such as E911. Please note all these fees are mandated by federal, state, county, or municipal governing bodies, and Consumer Cellular has no control over their type or amount. For specific details regarding taxes and fees, we recommend our customer contact their local tax authority office.

All cellular service providers are required to contribute to the ******************************* This is a fund that was established by the US government to subsidize basic telephone land service for people with low incomes and those who live in rural areas. It is also used to provide internet connections, landline handsets, and mobile handsets to schools and libraries. The US government imposes a fee on telecommunications carriers to fund the program. In addition, some states also operate their own universal service funds, for which customers may see a charge. The federal government revises the amount that companies are required to pay into the Federal *** each quarter. As a result, the amount we recover from customers may need to be adjusted on a quarterly basis. All carriers will be impacted by this change.

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: 02/16/2024

Complaint: 21297712

I am rejecting this response because you have not addressed my complaint about dishonest advertising. See the two attached screenshots from your website.

Sincerely,

*****************************
Initial Complaint
Date:02/14/2024
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 purchased a phone from Consumer Cellular On or about October 7th 2023. I am on a 2 year contract and pay approximately $55.00 a month, which includes a phone warranty @ $7.99 a month. Starting in December 2023, I started having dropped calls nearly everyday. Around January *****th, I couldn't receive calls, went to voicemail. Could not receive texts. I am a sickly elderly woman in my 70's and I live alone. I desperately need a working phone, for safety issues. Nov 1st 2023, I fell in my kitchen. My foot was broken in 3 places. I have many other health issues. My son, who lives across the street from my apartment, has come to me several times to tell me he couldn't get through to me. I have troubleshooted with Consumer Cellular, ****************** (who handles the warranty) and ******* Technical Support. The phone has had network resets and finally *******, had me do a factory reset. All of the troubleshooting worked for a few days then I didn't receive calls or texts. I called Consumer Cellular today and was told that I had to restart ALL of the troubleshooting all over again. To what end? The phone is a piece of junk and I need a working phone. Please help!
Business Response
Date: 02/26/2024
February 26, 2024

BBB 21293097
*********************** *****9694

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.

We spoke with *********************** regarding the issues they have been experiencing with making and receiving calls. We understand the importance of our customers being able to use their cellular service. We explained that there is a widespread outage in the area. Unfortunately, we don't have an ETA on when the service is due to be restored. Our technicians are currently working to get this resolved as quickly as possible. We will continue to correspond and follow up with *********************** regarding any updates when we receive 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: 02/26/2024

Complaint: 21293097

I am rejecting this response because:

Sincerely,

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

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