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

1,484 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:02/08/2024
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 have been trying for months to get into my account. I cannot reset my password and I call and call and no one can help me in their customer service. A code so that I can reset my password is supposed to come to my mobile phone via text or in an email. I have never received a text (tried over and over) and nothing in my email either. They told me to clear the history on my phone... I do that over and over and still nothing. NO ONE HAS BEEN ABLE TO FIX THE PROBLEM AND MY BILL CONTINUES TO GO UP AND I CAN'T EVEN SEE IT. Today, I have called 3 times now... am currently on hold. Terrible customer service!!
Business Response
Date: 02/14/2024
February 14, 2024

BBB #********
******************************************** (#*****9191)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by our customers difficulty accessing their online account. We attempted to reach ******************************************** but were unable to speak with them.

Consumer Cellular takes the security of our customers very seriously. If a customer enters an incorrect password five times in one day, the customer will not be able to access their account online until 12:01 am on the following day (Pacific Time). This is done to protect our customers online account from unauthorized access. Our customers account has not been locked due to an incorrect password being entered. However, if a customer is receiving the error message "We are sorry there was a problem updating your new password," they will need to accept cookies for our website in order to resolve this issue. This can be done on our website by clicking OK on the right side of the dark blue bar at the bottom of the page.

Customers should use an updated browser, preferably Chrome, and clear their cache and cookies. They will want to exit out of the browser and then reopen it. If they are still experiencing difficulties accessing their online account, they will want to contact customer service at ************ or via live chat at **********************************************.

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

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 03/07/2024
Consumer Cellular never contacted me and I have been trying to get this resolved for more than a YEAR! They are supposed to send me a text to get a new password set up and it never comes. AGAIN - NO ONE HAS CONTACTED ME FROM CONSUMER CELLULAR EVER. I NEED THIS FIXED AND IF IT IS NOT FIXED WITHIN THE NEXT 7 DAYS, I AM GOING TO SWITCH CARRIERS AS SINCE I HAVE COMPLAINED TO THE BBB, MY SERVICE HAS SLOWED DOWN SUBSTANTIALLY AND I FEEL THAT THIS IS INTENTIONAL ON THEIR PART.

THEY HAVE 7 DAYS AND THEN I AM SWITCHING. THEY KEEP RAISING MY BILL WITH NO NOTIFICATION AND THAT IS ALSO ILLEGAL.
Business Response
Date: 04/06/2024
April 6, 2024

BBB #********
******************************************** (#*****9191)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any inconvenience caused by our customers difficulty accessing their online account. Attempts to reach ******************************************** failed and we were unable to speak with them.

Our customers account was cancelled on 03/15/2024 with the transfer of their phone number to a new provider. A request has been forwarded to our billing department to send a copy of the last two invoices to the physical address on file. The total amount due on their account is $53.63. Which includes service from 02/06/2024 03/05/2024, $34.46. In addition to the final prorated invoice for service from 03/06/2024 03/15/2024, $19.17.

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.comTell us why here...
Initial Complaint
Date:02/08/2024
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 trade in my phone calling consumer cellular , send the phone on 12/23. I have not received the money I was suppose to be paid. $305.00. I called today, customer support say that I have to call another company that process their trade in. I told that I did not do any business with them, and is solely consumer cellular responsibility to reimburse me the trade in amount They are a subcontractor for consumer cellular and I don't have any thing to do with them, as I did not trade the phone with them but consumer cellular. This is a scam than consumer cellular is doing for years. Consumer Cellular uses a shell company that they own to recycle the cell phone the customers trade in. Very good business, they get your old phone refurbushed and resale after they have already sold you another new phone. Someone needs to stop this scam.
Business Response
Date: 02/14/2024

February 14, 2024

BBB #********
********************* (#*****2227)

Dear BBB,

Thank you for contacting us regarding this complaint surrounding ************************* Asurion trade-in and allowing us to respond. We are sorry for any frustration this has caused ****************. We made attempts to contact them and left voicemails about their concerns. Unfortunately, we were unable to reach them. We have provided a number for them to contact us directly.

To initiate the trade-in, the customer must first order a new device. Regrettably, in error during trade creation, we created a trade for the iPhone 13, not the intended iPhone Mini, which seems to be the iPhone the customer sent to Asurion. Because the customer did not place an order, the customer's trade-in still needed to be completed.

We appreciate their patience as we work with Asurion to locate the iPhone Mini to send back to the customer.

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
Business Response
Date: 02/14/2024
Correction to the complaint ID#. Reply is to ******** not ********
Customer Answer
Date: 02/22/2024
if consumer cellular cannot communicate with them, why they do have then as a partners, that is the most lame excuse I have received ever. Consumer cellular should be responsible for my money
Business Response
Date: 02/29/2024
February 29, 2024

BBB # *******
********************* (#*****2227)

Dear BBB,

Thank you for contacting us regarding ************************* Asurion trade-in and allowing us to respond. We appreciate their patience.

Asurion notified Consumer Cellular that on 1/9/24, they returned the device to the customer. As it seems to have been lost in transit,we have placed a credit of $305.00 on the customer's account and blacklisted the iPhone Mini.

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:02/06/2024
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.
Company refuses to release phone number to Community Phone Compnay
Business Response
Date: 02/09/2024
February 9, 2024

BBB File No. 21255151
***************************/*********************** (Account No. **********

To Whom It May ********

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. In order to port-out a phone number from Consumer Cellular to another service provider, the new service provider will need to submit an electronic port out request with the following information from the customers Consumer Cellular account:

Account number
Billing Zip code
Matching SPOP (Secure Port Out PIN)

Once received, if the information matches with their Consumer Cellular account, the port-out will be confirmed and the number released. At that time, the line will automatically be cancelled with Consumer Cellular.

The port out of ***************************** phone number was confirmed on 2/04/24 and the line was cancelled with Consumer Cellular. To complete the transfer process, the new service provider will need to finalize the activation within their system.

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: 02/17/2024
At the beginning of Feb I ordered and paid Community Phone for service and porting my phone number ************. I provided Community Phone the Consumer Cellular's required Network Security PIN ******. Since then *************************** with the Community Phone ************ has contacted Consumer Cellular several times and has been unsuccessful getting Consumer Cellular to release ************. On Sun 2/4/24 I called Consumer Cellular to ask why they have not released the phone number and was told it would be released that day. The phone now shows no longer being billed by Consumer Cellular, but it has not been released to Community Phone. This stalemate has gone on for weeks. Consumer Cellular needs to contact Community Phone's ************ and work out what is preventing the number being activated on the Community Phone network

Customer Answer
Date: 03/07/2024
Consumer Cellular refuses to release *************************** phone number to Community Phone. This is in violation of FCC regulations.
Initial Complaint
Date:02/06/2024
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.
Entered by BBB staff LO Consumer states she had service with the business and they gave her a promotion for one month free which was November 2023. She then decided to discontinue service in October 2023 but because she decided to cancel early they are now charging her for the month that she was supposed to receive free. The consumer tried to stop the payment with the bank but it still went through leaving her account short.
Business Response
Date: 02/06/2024
February 6, 2024

Better Business Bureau #********
************************* (#XXXXX3853)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with ************************* on 02/06/24. After reviewing her account, the promotion was never applied. We waived the invoice for her second month of service, as well as two $5 late fees that were incurred. This resulted in a credit of $45.22. We confirmed her address and will be mailing her a check for the amount.

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:02/06/2024
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 PAID FOR A SIM CARD. STILL IN THE ENVOPE IT CAME IN. NEVER EVEN PUT IT A PHONE , NOW THEY ARE HITTING MY DEBIT CART FOR SERVICE I DONT HAVE. SAYING I SIGNED UP FOR AUTOPAY..
Business Response
Date: 02/12/2024
February 12, 2024

BBB #********
******************************* (#xxxxx0810)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review, ******************** signed up for service on 11/15/23, ordered a free SIM Card with a new number, and signed up for Autopay. The new SIM Card came active with this new SIM Card and was immediately ready for service. The account remained active as we did not receive a request to cancel via phone or chat. As the account was on Autopay, we were authorized to take payments from the card on file on the posted due date.

After a thorough investigation, we have found that the customer was responding to automated emails that are not monitored and are listed as Do Not Reply. In one of the unmonitored emails, the customer responded, I dont have you. Im not going to use you.. As requested, we have canceled the account as of 2/06/24.

As a courtesy, we have stepped outside of policy and have waived all charges due on the account. Additionally, we have mailed a refund check on 2/09/24 for $24.87. ******************** should receive this within 3-5 business days through ******** 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: 02/12/2024
I called them on the phone, from Straight talk phone and told them no. They asked for a code i did not have .The guy then said he was locked out so could not go ahead. There was never any time i put the sim card in a phone..Ask them if i ever used any thing dealing with them. they stoled my money.
Business Response
Date: 02/27/2024
February 27, 2024

BBB #********
******************************* (#xxxxx0810)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. As requested, we have canceled the account as of 2/06/24. As a courtesy, we have stepped outside of policy and have waived all charges due on the account. Additionally, we have mailed a refund check on 2/09/24 for $24.87. ******************** should receive this within 3-5 business days through ******** 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
Initial Complaint
Date:02/05/2024
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.
I am a victim of identity theft after my wallet was stolen in July 2023 and the person who stole my identity opened a consumer cellular account with account # ********* in October 2023. I received mail about a delinquent collection notice for an account that I did not open. I contacted consumer cellular and was unable to reach a resolution. They requested that I provide a 3 digit pin for the account under my name and information but I did not create the account so I do not have the 3 digit pin. They explained that they could not do anything to resolve the fraudulent account without that 3 digit pin. They recommended that I call the police and call back when I've obtained the pin which is not reasonable. ********************** will send my account to collection for a debt that does not belong to me and isn't able to resolve the issue of fraud.
Business Response
Date: 02/06/2024
BBB 21249551
********************* (#*****2732)

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 encountered an experience with their identity being stolen. This often happens when an individuals personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individuals login and password credentials, the effect of which is compounded because individuals often use the same credentials across multiple accounts.

After reviewing the account, we see that someone created the account on October 22, 2023, and activated a SIM card purchased at a retail location. We discovered these events on January 29, ****, after ********************* contacted our customer service letting us know that hes experienced identity theft and the account was opened fraudulently. The account was immediately canceled and sent to our fraud department for further review. On January 31, ****, the charges that accrued on the account were written off due to fraud, and the account balance owed is $0.

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

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:02/05/2024
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 2/5/2024 we disconnected 2 lines, due to very bad customer service. Reps kept pretending to not hear us, and put their phones down refusing to help us. Also, they hung up on us at least 6 times, and said they would call us back and never did. They are also argumentative and rude. We want a full refund for the following items: 2 Iris flip phones that cost us $60.00 plus tax. 2 sim cards that cost us $10.00 each plus tax. Mailing costs for returning 2 defective ******* S23+, that cost us $12.50 the first time, and $13.85 the second time. Plus costs for mailing 2 registered letters to CEO *************** and ************** in marketing.
Business Response
Date: 02/07/2024
February 7, 2024

BBB File No. 21248009
********************* (Account No. **********

To Whom It May ********

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular has a relationship with Target and ******* to sell our products; however, they are separate corporations from Consumer Cellular. When equipment is purchased from Target or *******, the return of the phone is governed by that stores return policy and any exchange or refund is provided at their sole discretion. Only Equipment purchased through Consumer Cellular can be returned to Consumer Cellular.

As ********************* purchased the **** Flip phones from a retail partner, they will need to return the devices to the store where purchased.

************ received two $10.00 credits for the *** cards when they were activated on 2/04/24. While Consumer Cellular does not normally reimburse customers for incidentals, as a courtesy to a long-time customer, we have 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 and frustration related to the ******* Galaxy S23+.

We do apologize if ************ was treated in a less than professional manner and we will be addressing this issue internally.

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:02/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My bill was paid in full before ********* due date in the amount of $62.00, confirmation number ******. The number needed to be changed on ******* 6, and the representative said I could change 3 times in a year. She started the process but was told I'd need to purchase a new SIM card at target or Wal-Mart if the number was to be changed. I called again and went through this again. Both stores do not assist with phone problems, activating, only sales of product . I went to both stores and bought a SIM card at target on ******* 6, put the activated new SIM card in with news number: ************.My contacts were given new number. It turned out that all of my contacts with iphones texted me a response however, my consumer cellular phone with new SIM card did not receive any iPhone texts all of a sudden. I spoke with 5 agents , all making me go through the reboot, and reset processes over and over because they. Insisted my phone was the problem. I found out that ******** was not renewing their tower contract with Consumer cellular, and they made people go through this when they didn't know if it would work. I cancelled service . ******* 16, I got a bill for $42.36. The phone didn't work because they did not know when the towers were going to be terminating, and what effect that would have on service. I don't think I should pay another bill for ******* due February 6, for no service caused by Consumer Cellular's not knowing how customers phones would be affected .
Business Response
Date: 02/05/2024
February 5, 2024

BBB #********
********************* (#XXXXX0397)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the service issues ************** experienced. We were unable to speak with ************** directly regarding this issue. Sadly, the account was canceled on 1/16/2024. 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. We have provided an adjustment to the final bill due to one line not having any usage during the billing cycle, which was from 12/28/2023 to the cancelation date of 1/16/2024. The final amount due is $35.70, and there will be no further invoices.

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: 02/07/2024

Complaint: 21245731

I am rejecting this response because: (1) The statement you did not speak to me directly is incorrect. I spoke to 5 representatives directly regarding the service problems. (2) The telephone number was supposed to be easily done by the agent, however both agents couldn't understand why they were unable to change the number. (3) I was told to get a new SIM card at Target. (4) No car, neighbor had to drive me (5) New SIM card in and activated (6) New number ************ (7) Phone did not work (8) Called to speak to help with phone agents 5 times. (9) If Consumer Cellular knew in advance that the new SIM card wouldn't work and service disrupted they shouldn't have instructed me to get one. (10) If Consumer Cellular told me my phone wouldn't work properly even with new SIM card because they pay for ******** towers and At+t towers, and ******** was not renewing their contract with Consumer Cellular, it would affect service to my phone. What does $62 exactly pay for #****** 1/4.

Sincerely,

*****************
Initial Complaint
Date:02/03/2024
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.
My telephone (cell phone) will no longer work because the charge has run down to zero percent. I can't charge it because the charging cord Consumer Cellular sent with this new phone does not fit this new phone. I asked them (via email) to send me the correct cord so I can charge the phone (since the phone has no charge in it I can't call them). However they did not respond to my email and when I tried to log into their website from my desktop it would not let me sign in until I retrieve the code sent to me via a text message that was sent to the phone. However I cannot access that code/text message since the phone no longer has a charge in it. I asked that they respond to my email message via email and said if I don't hear from them I would file a complaint with the Better Business Bureau. Despite this I have received any response from them. How can they ship a "new" phone to someone and send them the wrong cord with it unless they are sending out refurbished phones and passing them off as new? I paid for a new phone. A new phone would/should arrive with the correct charging cord that is packaged in the box at the factory. The only way the wrong size charging cord could have been sent is if they are taking phones and cords that were sent back to them (returns) and mismatching those returned phones and cords when they put them in a new box and then mail that new box to customers and pass it off as being a new phone. It appears that is what was done in this situation.************************* **************** ************
Business Response
Date: 02/09/2024
February 9, 2024

BBB File No. 21240947
************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. The customer purchased a new ******** *********** 2023 on 10/03/23. While the account notes do not reflect that the customer contacted us regarding the charging cord until 2/04/24, as a courtesy, we have sent out a wall charger and charging cord at no cost to the customer.

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
When they shipped me my new phone they included the wrong charging cord. As a result I asked them to send me the correct cord (because the one they sent me doesn't fit the phone and without a cord that fits the phone I cannot charge the phone). The cord was supposed to be sent free with the phone. Instead of sending me the correct cord and resolving the matter they instead sent me the new cord AND A CHARGER (which I never asked for) AND BILLED MY ACCOUNT $26.12 for this charger that I never asked for and don't need. They did this on purpose in order to make money and cause me further aggravation instead of simply correcting the problem they originally created by sending me the correct cord by itself (which they were supposed to send me originally with the new phone but did not). I WANT THE $26.12 TAKEN OFF MY BILL. It is well settled law that if a company sends you something you never asked for you aren't required to pay for it. I PAY THEM ALMOST $100.00 A MONTH FOR PHONE SERVICE AND HAVE BEEN DOING SO EVERY MONTH FOR ALMOST A DECADE AND DESPITE THIS THEY WANT TO SCAM ME OUT OF $26.12 FOR A PROBLEM THEY CREATED.
Business Response
Date: 03/02/2024

March 2, 2024

BBB File No. ******** Rebuttal
************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. On 2/08/24, as a courtesy, a new wall charger and charging cord was sent to the customer on 2/08/24. The accessory was billed to the account for $26.12 and a credit of $26.12 was applied to the account to offset the charge. Mr. ******* can view this credit on his invoice dated 2/20/24 (which does reflect the equipment/accessory charge) under Adjustments on page 1 of the invoice and again on page 2 of the invoice under Adjustments - Equipment/Accessory Credit. The wall charger and charging cord were sent as a courtesy and Mr. ******* was not charged for the accessory.

As a courtesy, we replaced the ******** *********** 2023 under the manufacturers one-year warranty on 2/21/24 and the tracking information shows the replacement device was delivered on 2/23/24.

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

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:02/02/2024
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.
Continued receiving letters about past due charges for service after account was closed. Charges applied to a credit card which has been closed. Several calls to customer service have not resolved any of the unauthorized charges on my account.
Business Response
Date: 02/08/2024
February 8, 2024

BBB #********
******************************* (#*****8914)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to contact our customer regarding the billing on their account but were unable to speak with them. We apologize for any inconvenience caused by this issue.

Our customers account has remained active with no service interruptions since 10/01/2022, and payments for service are current. The account record shows the credit/debit card on file was updated through the customers online account on 11/27/2023, and Consumer Cellular has not requested by phone or chat to change the card on file since then. If the card on file needs to be updated, the account holder or secondary user can change it through their online account or by phone with a representative 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.comTell us why here...

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