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:02/14/2024

  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 am a recent victim of identity theft. Over 4 lines of credit were opened in my name that I did not authorize. On 2/7/2024, at 12:45 pm I tried to use my phone and could not do anything with it. I tried chat which said my 4 digit PIN was wrong. My dad told me his could not use his phone either . So I called them. I was told it was wrong even though I knew it was correct. The rep was very rude and said that a blacklisted number was trying to make contact with me. Service was restored about 8pm. About 8pm that day, I got a text from sofi bank asking if I made a purchase at *******************? I knew this could not be because no ******************* locations exist where I live. I knew that was incorrect and did not respond. Then I got a low balance message from 5/3, who informed me that a wire transfer of ***** occurred. I am currently disputing that. Then, I got 2 credit cards in the mail on 2/12 that I did NOT apply for. I called and cancelled them. I also got an email message from best buy citi bank welcome to your new card. Then one from ***** saying the card was rejected because the device they applied from was suspicious. My mom told me I called her 4 times, when I did not. So therefore someone either impersonated me to consumer cellular or someone who works there changed the *** card number in their system. If someone called consumer cellular before 7 pm on 2/7/2024, that was an imposter. Consumer cellular texted my dad wanting to know if he called. He did not respond and he says he did NOT call. My dad also got a letter from chase southwest airlines wanting more information because apparently the hacker tried to apply for credit in his name but was unsuccessful because his phone did not have enough information in it. **** and I were connected on the same plan. I could not have called because at my workplace, we are NOT allowed to have cell phones in the building. I did not have access to my phone until 12:45 pm on 2/7. My boss ********************* can testify to that.

  

  Business Response

  Date: 02/20/2024

  February 20, 2024
  
  BBB 21291410
  ***************************** *****2376
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We understand ********************************* concerns regarding their phone number being taken over without their consent; this is not something we ever want our customers to go through. ********************************* account was accessed since the fraudster had obtained their information from a third-party source. The fraudster took over the account and phone number via a SIM swap. A SIM Swap scam (also known as Port-Out Scam, SIM Splitting,and Simjacking) is a type of account takeover fraud that allows fraudsters to take over phone numbers so they may have access to financial and personal accounts when two-factor or multi-factor authentication has been set up on the particular account.
  
   We discovered these events on 02/07/2024. The online account was immediately blocked. It's important to note that the bad actor(s) had ********************************* online account login and password information from another source to gain access to her online Consumer Cellular account in the first place. This often happens when an individual's personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individual's login and password credentials,the effect of which is compounded because individuals often use the same credentials across multiple accounts.
  
  Currently, the account is canceled. We have ensured all balances are waived and cleared from ********************************* account; no further invoices will be sent. If ***************************** would like to reinstate their service, they are welcome to contact us over the phone. To prevent any future fraudulent activity, we highly recommend that ***************************** adds two-factor authentication to any accounts and inquires with banks and businesses about additional security for their accounts.
  
  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: 02/21/2024

  Hello

  If this is a case of possibly a port out scam, then how was it that the phone number in question was able to call my mother 4 times that day around 645 pm? I could not have done it since I was unable to use my phone until 8 pm that night. I have a screenshot on my new phone to prove this. So you cannot say that my phone number was immediately blocked. It also called someone else on the contact list. Also, I thought that in order for the phone number to be used in conjunction with another carrier, that the person would have to contact you, have the service disconnected in order to use it with another carrier. I know about this because I have switched to different phone carriers before and had to do this. Not to mention, how did the fraudster know my 4 digit PIN that identifies the caller to talk to you because I have NEVER made that public knowledge. The only way they could have known that is if the person works at that company. The other person on the account did not even know what this code was. What I still want to know is if anyone claiming to be contacted you via phone or chat before 2 pm on the day of 2/7/2024? Because if they did, it was NOT me!!! Not to mention the phone call I made to you on 2/7/2024 at 6pm. If the person who took the call or chat asked them what email address to send the code to, then it could have been sent to any email address because its not like they would have told you mine. i'm not saying they did not hack into my email but I was under the impresssion that the code would be sent to the email address on file. If that phone number was transferred to another carrier, could you tell me who it was? 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21291410
  
  I am rejecting this response because:
  You said you immediately took action. That is not true because that phone number called my mother 4 times around 645 pm, I could not use the consumer cellular phone at that point. It also called someone else on the contact list around that time as well. I have a screenshot of it on my new phone to prove it. How did my 4 digit PIN get changed? I know I did not change it prior to 2/7/2024. I had the correct PIN that I created when I tried to speak to a rep at 6pm that evening. So someone had to have called or chatted to have it changed. And I also thought that in order for the fraudster to use my phone number with another carrier, that they had to contact you first in order to do that (discontinue service). So someone had to have dealt with the fraudster earlier that day. You cannot say that I did this because I was working when this all took place. And as far as the snide ****** about 2 factor authentication, I have no control over what the bank does. Yes, I will be discontinuing my service with that bank as well, but the situation was set up too easily for the fraudster to do this in the first place. And if the person the fraudster communicated with was anything like the call center rep I dealt with at 6 pm on 2/7/2024, then it would not be hard to believe why this happened so easily. I invite you to listen in on that conversation that I am referring to in the last sentence and you will see that this could have been prevented if that person took the time to explain what happened or gotten someone on the phone who could.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/22/2024

  Here is the proof I spoke about with regards to the "immediate action" you said you took. Even though the imposter had enough information to do this, it does not mean that you do not bear some responsibility. You still let it happen. You said that you care about your customers and do not want them to ever experience this, then why not at least try to help me? Not to mention that you said the financial institutions need to offer 2 part authentication prior to sign in which I believe is true. But so do you and all of the other cell phone companies because sim card swap and port out will continue to be a problem and more people will become victims to this. So in conclusion, because of your actions and the way you have treated me, I will NEVER do business with you again. There are other cell phone companies with better security that will be happy to do business with me. 

  

  Business Response

  Date: 03/06/2024

  March 05, 2024
  
  Rebuttal BBB 21291410
  ***************************** *****2376
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We understand ********************** concerns regarding the fraud that had taken place with their account; the situation is incredibly frustrating. To address ********************** concerns, the *** Swap did not involve a port-out to another carrier. It was performed online by a bad actor who had possession of the customer's login information and password. In regard to our security precautions: we cannot share the specific internal processes that are taken to protect and verify the account, as bad actors may utilize this information for their activities. However, we can say that we are consistently reviewing and updating our procedures to address new concerns.
  
  At this time, we recommend that ***************************** ensures all their passwords to their personal account logins have been changed and two-factor authentication stays activated to prevent fraudsters from accessing any of their accounts.
  
  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

   
  Complaint: 21291410
  
  I am rejecting this response because:

  You let this happen and you refuse to do anything to help me. I now have chase bank coming after me due to unlawful access to my phone number. The blacklisted device was used to apply for the fraudulent credit card with chase. Cooperate with chase bank and tell them I did not apply for that credit card. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a consumer cellular customer for three years. I purchased a new I phone 15 Pro online with a case on Jan 28th and paid $156.23 that was for the installment plan plus case and shipping fee and taxes. I was unhappy with the phone and returned it. I was told I would get a refund minus the shipping fee. So, I called the company and purchased a I phone 15 Pro *** with case. I was charged $120.22 That was for installment plan, plus case taxes and shipping. I shipped the originally phone back and confirmed they received along with case and asked about my refund. The manger said you arent getting a refund. I said why not? She said it was applied to my other purchase. I said no maam it was not. I canceled my service with them and returned this iPhone Pro *** and case and would like a refund of my money back for the phones. My phones have been disconnected and the both I PHONES have been shipped back to the consumer Cellular company. I would like a full refund of my phones . This customer was never late on paying her bill you missed out on a great customer. Paid every month on time.

  

  Business Response

  Date: 02/20/2024

  February 20, 2024
  
  Better Business Bureau #********
  ******************* (XXXXX5863)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to speak with ******, although we made several attempts via phone and email. 
  
  On 01/26/24 ****** purchased an Apple iPhone 15 Pro on a payment program. On this day a payment of $153.72 was made. $17.00 of that was for shipping which we do not refund. On 01/30/24 ***** exchanged the Apple iPhone 15 Pro for an Apple iPhone 15 Pro **** also on a payment plan. On this day her total was $178.22 but $136.72 from her original order of the Apple iPhone 15 Pro was applied to the order of the Apple iPhone 15 Pro **** The payment made to us was $41.50. Once again, $17.00 of that was for shipping which we do not refund. At this time we are waiting for the return of the Apple iPhone 15 Pro **** Once the return is received and processed, a refund can be expected of $210.22. That is the total of her two orders, less the shipping charges, plus the one payment shes been charged for the payment 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
  
  

  Customer Answer

  Date: 02/21/2024

   
  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.
  

  They did not apologize for the confusion of the mishandling of the purchase agreement of both phones but that's okay. The customer service is not good. I accept the refund amount of the purchase of the phone and move on. Thank you for resolving my issue BBB you guys are awesome . 

  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/04/2024

   Consumer ******* has lied and retaliated against me. I have filed a previous complaint through BBB and they notated my account online and representatives keep reading out loud to me what i wrote to BBB in the complaint on them regarding returning both cell phone back to the company and the horrible no apology . I just want my refund back. They are now stating that the $168.72 refund was applied to my next bill and not credited back to my credit card. Initially they stated I was getting back $210.10. I asked the manger why would you apply the credit to a bill i haven't been billed for. Then i stated how much was my bill he stated $140 i said told him i returned the phones. He said i have a credit on my account of $27 dollars. I told him I want my money back. What they are doing is unethical.

  

  Business Response

  Date: 03/05/2024

  March 5, 2024
   
  Better Business Bureau #********
  ******************* (XXXXX5863)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ****** was refunded in full on 02/20/24.
   
  On 02/20/24 we refunded ****** $210.22. $41.50 was issued to the card we had on file. $168.72 was issued to her account with **********************. Because there was a balance of $141.28 due on 02/25/24, the refund of $168.72 was applied to this directly. The remaining credit of $27.44 would have been issued to Staceys card. However, she canceled service with us before this credit could be issued. The remaining $27.44 was applied to her final invoice. This leaves an outstanding balance for valid usage at $23.88
   
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. When an account is closed, there is always a final bill for service through the cancellation date.
   
  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: 03/10/2024

   
  Complaint: 21287905
  
  I am rejecting this response because: Failed to issue a refund to my credit card as stated in previous message. I spoke with several representatives including a manger and he said verbatim since I filed a BBB complaint, they would be issuing the credit to my bill instead and not to my credit card. I told him that is unethical business practices. I never received a breakdown in detail of the bill. They said I have a $28 dollar credit. I had to file a fraud alert with my bank regarding the transaction. And would like this matter resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular has been withdrawing money from my bank account since October of 2022 to January of 2024 with amounts of $54.30 to January 16, 2024 in the amount of $52.75, to the total of $829.84. When I spoke to someone and told them that I could not get my phone to work with the information that they sent me. So when I seen that they were charging my account and thought that the matter was taken care and it wasn't and take my time to resolve this matter. I'm a *************************** ******* Veteran with PTSD. I bank with ********** out of *******. **. I enclosed that information for you and thank you for your time.Sincerely,********************************

  

  Business Response

  Date: 02/20/2024

  February 20, 2024
  
  Better Business Bureau #********
  ***************************** (XXXXX4278)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to speak with *****************************, although we made several attempts via phone and email. After reviewing his account, we found that his number never transferred to Consumer Cellular. We have refunded all invoices on his account resulting in an outstanding credit of $824.54. We simply need to confirm Trinidads address so that we can remit payment. They will need to call customer service at ************.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
   
  Sincerely,
  
  ******************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 02/28/2024

  Yes I agree to the term they offered  and my address shown and I screwed up and entered a wrong phone number gave the wrong phone number, my mistake.

  Thank you,

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

  ****************************** Apt#2

  ********, **

  telephone number is **********

  

  Business Response

  Date: 03/19/2024

  March 19, 2024
   
  Better Business Bureau #********
  ***************************** (XXXXX4278)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have submitted a refund request for the $824.54 owed to Trinidad. While checks are printed on Fridays, it may take up to three weeks for us to send the check to them. We will be sending the check to the address that Trinidad provided in his last communication to the BBB. If they have further questions or concerns, they can reach us at ************.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ******************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 03/26/2024

  Hello I called the ***** Office and was informed that Consumer Cellular was to pay me $824.54 just waiting for payment. Claim# ********

  Thank you,

  ********************;

• Initial Complaint

  Date:02/12/2024

  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 switched my phone service from Consumer Cellular (CC) in mid-November 2023 back to ******* so I could purchase a bundle plan for telephone and wi-fi at my new apartment in ******, ** 02169.Today, 2/12/2024, I noticed that I was still being billed by Consumer Cellular for phone service. This is impossible since my service is with ******* and I am paying them for my phone. On my Discover card, CC has charged me for: 2/5/24 at $56.63; 1/5/24 at $56.63; 12/5/23 at $40.89 and 10/28/23 at $41.79. While I believe I am billed in arrears once I changed my service and received a pin number from CC to do so, I believe my charges should have stopped. By my estimates, I am owed a credit of at least $154.15 (Feb, *********** CC is refusing to refund me even though they stated they see they provided me with a pin and that I cancelled the account.

  

  Business Response

  Date: 02/12/2024

  February 12, 2024
  
  BBB #********
  *********************** (#xxxxx1407)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After a thorough investigation, we can conclude that *********************** did port out to another carrier as of 12/15/23 and intended to cancel his account then. Regrettably, the account remained active, as the agent did not cancel it during the call.
  
  We absolutely want to do the right thing for our customers. Their account has been canceled as of 2/12/24, and the final invoice has been waived. No further charges will be due. Additionally, the $56.64 paid via Autopay on 2/05/24 has been voided and returned to the customer. Their card provider may take 3-5 business to process the return on their end. This payment was for the billing cycle of 12/16/23 to 1/15/24, during which the account should have been canceled. All other payments taken via Autopay are valid, as the account was active with usage.
  
  We can confirm that the account balance is zero, and no further charges will be due. If anything changes in the future, we would love to work with *********************** again.
  
  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: 02/19/2024

   
  Complaint: 21280454
  
  I am rejecting this response because:
  1) I ported my phone in November not December ********************* their correspondence. I can prove this as I went back to Xfinity and I received a pin from CC so I could keep my phone number.

  Further, CC just sent me another email with charges on my account again. I received the email last week. Fortunately they will not be paid because I have informed Discover of their illegal actions.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/29/2024

  The business did not address the issue of billing me for periods when I  was no longer their customer.

  i will handle this in small claims. Do not post anything about this situation on your site.

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular has failed to add my apple smartwatch to their network. They are advertising they can but I been on at 4 calls to their support team, no one seems to be able to address my issue with adding my cellular account to my apple se smartwatch. The consumer cellular support team called me gather information but never returned my call with a solution. I have been trying for at least 3 months now. Consumer Cellular are in my case false advertising to add a smart watch, as right now my watch is still not connected to my cellular plan. Just would like them to add my smartwatch as they advertised.

  

  Business Response

  Date: 02/14/2024

  February 14, 2024
  
  BBB #********
  *********************** (#XXXXX2481)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************** on 2/13/2024 regarding an issue paring an Apple Watch with our service. When reviewing the account and notes, we located an IMEI for Mr. ****** Apple Watch. Upon confirmation of the ***** we found that the Apple Watch device that he was trying to pair with our service was blacklisted from connecting to cellular networks. We apologize for the delay in identifying this issue. 
  
  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:02/11/2024

  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.

  Paying for service not rendered

  

  Business Response

  Date: 02/18/2024

  February 18, 2024
  
  BBB #********
  *************************** (#xxxxx2990)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that ********************* phone stopped working. Sadly, we did not receive a request for assistance so we could help with the customers phone or assist with a new phone purchase.
  
  The customer did contact our phone support on 2/11/24 inquiring why the account was still active and incurring charges. Much like a utility, our service remains active until the customer contacts us directly to cancel. We did not receive a request to cancel, and the account remained active and incurring charges. 
  
  As requested, the account has been canceled. As a one-time courtesy, all charges on the account have been waived. No further charges will be due going forward. As we did not receive a request to cancel, any charges previously paid before the cancellation remain valid and nonrefundable.
  
  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:02/11/2024

  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 decided to cancel the service and they explain to me that I have to pay $144.00 for the phone plus taxes the total was $ ****** that was deducted from my account so again I made the decision to retablish the service so at that point I thought everything is going well but when I look into My account they already took $****** without my concern I told them why they do that and there response was oh there nothing we can do about it go to the bank and fix the problem with them . So all I want is my money back in the bank account

  

  Business Response

  Date: 02/19/2024

  February 19, 2024
  
  BBB #********
  ********************* (#xxxxx2676)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We can confirm that ********************* reinstated his account on the condition that the EasyPay plan for his ***** G400 5G was reinstated as well. Sadly, the autopayment for the remaining balance on the phone was taken before the EasyPay plan was rebuilt.
  
  We absolutely want to do the right thing for the customer. We have voided the payment taken on 2/05/23 and rebuilt the EasyPay plan with the remaining $144.00 owed on the phone. ********************* currently has $50.93 due 2/23/24 with Autopay. Going forward, they will continue to make monthly installments on their monthly invoices for the *****. There will be 16 more payments of $9.00 each to pay off the phone.
  
  If the customer would like to make an advanced payment or pay off the balance, they can login to their online account at www.ConsumerCellular.com/login Select Menu (three lines) next to Billing, then "Go to billing." Select "Manage EasyPay" and follow the onscreen instructions to make the payment. 
  
  They can pay off the balance in $9.00 increments or all at once, whichever they prefer. We ask that they do not send their advanced payment as an overpayment on their bill. If they send an overpayment, the credit will be posted to the account and will not be applied to the EasyPay Agreement unless we are contacted directly.
  
  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:02/09/2024

  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.

  Consumer cellular cancelled my voicemail without my permission. They even failed to inform me. This affected my business negatively as customers could leave messages.

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We spoke with ********** over the phone today in regard to this voicemail issue. We apologize for any frustration these issues may have caused. During our call, we were able to verify the voicemail was not disconnected at any time and is currently working. As it seems, ********** was experiencing a delay in voicemail notifications coming through back in November. Voicemail delays can be caused by things such as signal or may be related to the device. We have advised ********** that we are happy to assist with troubleshooting if this comes up again.
   
  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,
   
  ******************************* Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21273325
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/09/2024

  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.

  ******* advertises on TV and also in its stores that they will accept ANY ******* phone for a trade-in on a new ******* Galaxy phone. When I went to the ******* store, they said that they would not accept the model ******* phone that I brought, that it has to be a smartphone. It seems to me the word "ANY" means that every ******* model is eligible for this trade-in

  

  Business Response

  Date: 02/10/2024

  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers concerns, it appears that this complaint was sent to Consumer Cellular in error. We are unable to locate an account based on the customer information below and the customers concerns are related to a ******* offer.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  ******************************* Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com 

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently recieved a bill from Consumer Cellular for $136.00. I have never had a phone through people or a phone number. When I called them they said I opened an account on June ******* and they closed the account on June *******. They also told me my phone was incompatible with their system. If no phones or phone numbers were issued and the account was closed within a week how can how can anybody claim I owe them money. If any of what they say is true and correct why did they wait 6 months to try this scam. Now I have a bill collector harrassing me. I would like to know what phone they are billing and the phone number to that phone. If my phone is incompatible then they never provided any service

  

  Business Response

  Date: 02/14/2024

  February 14, 2024
  
  
  BBB #******** 
  *********************** (#*****5875)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We are sorry to hear our customer is frustrated with the charges on their closed Consumer Cellular account.
  
  Our customer contacted **********************, opening an account on 06/15/2023.  Due to the original number not being eligible to be transferred to our service a new number was activated with a new SIM card on 06/21/2024.  The account remained active with no further contact from ************************  The account was closed due to non-payment on 12/18/2023.
  
  In regards to the account balance, as ********************** is not a prepaid service provider, we bill in arrears for monthly service and usage.  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date.  Unfortunately, the balance on their account was not paid.  Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 01/16/2024. Consumer Cellular is no longer pursuing collection efforts. All contact regarding this balance after 01/16/2024 will be provided through PCS.  When an account is moved to PCS, the entire account - including the balance owed - is transferred.  All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (****************************) at **************.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com