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:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Consumer Cellular (CC) contract states, "Disclaimer: Consumer Cellular's service, coverage, services, devices and software are provided to you "As-Is" on an "As Available" basis. We do not guarantee, represent, or warrant that you will receive uninterrupted, secure, accurate, complete, useful, or error-free service or coverage or service that is of a particular quality or speed." It later states, "Notwithstanding the foregoing, if your Service is interrupted for 24 or more continuous hours by a cause within our control, we will issue you, upon request, a credit equal to a pro-rata adjustment of the monthly Service fee."Essentially, then, CC can provide lousy service and still charge you. They did just that. In October 2023 we called customer service because text and voice mail were not showing up. CC did some type of reset on their end, and reset phone settings, and the missing communications came through that were delayed over a three week period. Pro-rated for two phones at $15 per month is 3/4 of $30 or $22.50, which is our request for this first interruption in service. Notably, one of the missing voice mails was from an elderly man for whom I was temporary caretaker.Reasonable service returned after the reset was made. Then, in December 2023 and January **** the issue surfaced again. Text and voicemail messages were delayed or not received, often unbeknownst until subsequent contact with sender. In late January **** we switched carriers due to aggravation with CC. (Since then no issues. Notably, there were no issues prior to switching to CC. The phones are not the issue.) Under CC, text messages from clients were sent to my wife's phone that were not received by her, at times unbeknownst to her. She is a health care provider and is relied upon by her clients. My phone stopped receiving text messages for about two months and I only learned this after switching to a new carrier. For these two months we request additional refund of $60. Account *********.

  

  Business Response

  Date: 02/02/2024

  February 02, 2024
  
  BBB 21230631
  ************* *****0062
   
  
  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 Ed ***** concerns regarding their experience while they were using our service. We provided a maximum $10 courtesy credit towards Ed ***** account on 10/03 for the issues they were experiencing with their voicemail and text messages. Although they were experiencing delays during that time, there was still reported usage, so no further credits were applicable.
  Ed ***** account has a balance of $63.66 due on February 15th. This bill includes the usage for the billing period 12/26/2023 - 01/25/2024. We have reviewed the account for any applicable credits. However, no further credits will be applied due to the reported usage during that time; this usage includes talk, text, and data. The balance of $63.66 remains due by February 15th. ************* may pay the remaining balance by calling our customer support 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: 02/04/2024

   
  Complaint: 21230631
  
  I am rejecting this response because:
  

  While a $10 courtesy credit was applied for October 2023, the same problems showed up in December 2023 and January **** - when I reported the problem a second time. These latter months were discussed in detail in my original complaint, yet CC did not respond to this directly. Even though text and voicemail delays exceeded 24 hours, and the contract states that credit will be provided for delays exceeding 24 hours, CC is offering no credit for these latter months. Further, they fail to produce any evidence to demonstrate that there were no lapses in the service they provided in this time period. For example, according to one of their representatives, they keep a log of when their system is either down or problematic, yet refuse to make this information public except for the current week. Perhaps they could send copies to BBB for a third party review. Better yet, send the information to me. Otherwise, consumers are left in the dark and forced to pay for service that was not received, but was reasonably expected.As a final comment, I noticed other complaints in the BBB website against Consumer Cellular wherein the complainant noted that the representative had suggested they purchase a new phone. Based on my experience with one of the representatives this was aggressive,misleading and not warranted.
  

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

• Initial Complaint

  Date:01/31/2024

  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 signed up for service and paid 5 dollars for SIM cards. When I went to try to activate my account, they told me that despite my getting information in the mail telling me how to activate my phone online, I am not allowed to create an online account. They also ported my number despite my asking to cancel forcing me to pay a reconnection fee with my other phone company. I want my five bucks back and an apology after they pull the second and fourth call I made to them where their employees were rude, dismissive and condescending. I asked several times for them to verify that they canceled my port request and they never gave me any confirmation

  

  Business Response

  Date: 02/03/2024

  February 3, 2024
  
  
  BBB File No. 21228901
  *************************** (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *************************** established service and ordered two *** cards with a $5.00 shipping fee on 1/26/24. On 1/31/24, one of the lines of service successfully transferred into Consumer Cellular. When ****************** advised that she no longer wanted to transfer to Consumer Cellular, the secure transfer PIN was sent to her via email.
  
  Ms. ******** account was cancelled per her request on 2/01/24. As her line did not port out prior to the cancellation, she will need to reinstate the account long enough to port her number out.
  
  As the customer requested to have the *** cards shipped to her, we are unable to refund the $5.00 shipping fee. All service charges on the account have been waived and the cancelled account has a zero balance due.
  
  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: 02/03/2024

   
  Complaint: 21228901
  
  I am rejecting this response because:

  if you pull the call you will see that I told them I didnt care about the number ending in **** because it was a tablet not a phone. I called them back the next day and reiterated this conversation and made a complaint against the supervisor I spoke with. 
  

  you all did not provide the service as described and your staff was rude and argumentative towards me when I tried to ask questions about my service, going as far as saying they couldnt answer questions I had about the written communications because they didnt write them and saying it is policy that all accounts be activated over the phone even though I got instructions to activate online. 
  

  i was given false information by this company about the services that were offered. 

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

• Initial Complaint

  Date:01/30/2024

  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.

  bought a cell phone that doesn't work and they refused to have me send it back.Spent 5 hour while they tried to have me fix it...they refused to replace itin a timely manner.

  

  Business Response

  Date: 02/02/2024

  February 2, 2024
  
  BBB File No. 21222473
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We have set up an exchange for the ***** C100 that *************************** purchased on 1/26/24. The replacement device shipped on 2/01/24 and is scheduled to be delivered on 2/03/24. 
  
  Our return policy requires devices to be in like-new condition with no physical damage or damage due to liquids or extreme temperatures when received at the warehouse. **************** has advised that the phone was damaged when the representative instructed him to remove the back of the phone and the battery. As this damage occurred due to information provided by our representative, we are stepping outside of our policy and will accept the damaged phone for return.
  
  As a courtesy for a long-time valued customer, we have applied a credit of $25.00 to his account. We sincerely apologize for any frustration and inconvenience this issue may have caused. 
  
  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:01/30/2024

  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.

  Hello,I have been a consumer cellular customer since January 2017 ( as far back as I can find emails), with two phone lines. I recently noticed that they have been overcharging me, without due diligence to inform me of plans that offer more at a lower price. Which means I have been overpaying, and not receiving the high data amount that I should have, and I do not know for how long as the earliest invoice I can access is July 2022. Another issue was, even though both phones were purchased from them directly, and marketed as unlocked, they were actually not properly unlocked. They had reassured me several times of the unlocked status, when I contacted them prior to and during international trips. However, I was unable to use local country sim cards, even though they worked on other people's phones when we tested them. This resulted in money spent on sim cards that went to waste, valuable time during trips wasted on trying to figure this out, scrambling to find wifi locations, incurring additional charges when I had no other choice, inconvenience with safety concerns when I was out in areas with no wifi or any type of connection, etc.I have been trying to communicate with them for almost a month, but they have failed to address these complaints. Therefore, I have changed to a different phone company and am seeking a refund back to my credit card to include:1) overpayment of monthly plan charges (many months x $?)2) autopay/e-billing discount (many months x $5)3) international sim cards (one $40, one $12)4) roaming usage charges ($109.70)5) the final two invoices as I was not able to receive timely response and resolution from them, and therefore delayed in changing to a different carrier 6) additional compensation for all the inconvenience and excessive time wasted (including the need to do this BBB filing)Attached: correspondence records, 12'22 invoice-roaming charges, 7'23 invoice-called them again while overseas to unlock.Thank you for your help!

  

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
   
  BBB #********
  ******************* (#*****1782)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration with our billing process and international use. We attempted to reach out to *******************, but we were unable to speak with them.
   
  Our customers have the freedom to change their plans whenever they would like. ******************* had been with us since 2017 and due to that, their plan had some unique pricing that was grandfathered over after our last plan changes. The customers original unlimited plan was $70 a month plus taxes and fees. The newer unlimited plan was also $70 a month plus taxes and fees, including a $5 opt-out fee. The $5 opt-out fee is only applied on our newer plans, and only credited if the customer has signed up for autopay and email billing. As stated in the email we sent them, we advised them that they were able to change to the newer plan with a higher limit, but they would need to change it online or reach out to us directly. We are unable to change plans on an account without the consent of a customer. As there was appropriate usage during these times, the charges are all valid.
   
  Consumer Cellular offers international roaming for all our customers. We charge based off usage, with prices ranging from $0.05-$0.48 depending on the location the customer is using their device. ******************* had not reached out to us regarding any issues with international use until 06/21/2023, where we have record that the phone was unlocked at Consumer Cellular at that time. The roaming charges from December 2022 for $109.70 are valid, and since the customers phone was unlocked properly on 06/21/2023, we cannot reimburse the charges for the international SIM cards not working in the customers device.
   
  For the final two invoices on the 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 or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. There is usage recorded up until 01/27/2024 when the customer ported out, so the final bills are valid.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21218867
  
  I am rejecting this response because:
  As outlined in detail in my original complaint, and now wasting time to explain it again...
  1) consumer cellular did not do their due diligence to inform/alert about new plans that offer more at a lower price, essentially deceiving and overcharging with a lesser product. In my experience with other companies such as AT&T, they would make efforts to promote new products and deals to customers. However, it is a different story here if the customer was never informed to begin with. As included in the complaint, below is the exact wording in their "over data limit" email, which only mentions that having auto-pay (which I did) will result in a discount with more data. It does not say anything about new plans or the need to change.

  "********************************,
  You are currently on our unlimited data plan. With this plan, there is no limit to the amount of data you may use each month. However, access to high-speed data may be reduced after 35GB of use.
  According to your mobile data usage totals, you have now exceeded the 35GB high-speed data limit. While your access to data remains unlimited, you may experience slower speeds for the remainder of the current billing cycle. You will have access to 35GB of high-speed data for use again at the beginning of your next billing cycle.
  Please note: if youd prefer access to even more high-speed data, we have an easy option available. Simply upgrade your account to electronic billing (EBill) with autopayments each month. When adding these services to your account, your high-speed data limit is increased to 50GB, and you also save $5 on your monthly invoice. You can make this change using My Account, or by contacting us.
  Thank you for choosing Consumer Cellular. Were delighted to help with all of your mobile data needs.
  Sincerely,
  Consumer Cellular *****************
  
  2) Obviously they did not bother to review my customer service call to technical support, which I believe occurred on 6/22/23, when their agent specifically confirmed that both phones were not properly unlocked and therefore were not able to accept other sim cards. That agent, unlike previous ones, issued codes to unlock and that finally worked. I previously called for the same issue, at least in November 2022 and March 2023, to no avail. This is why I am requesting for compensation of the usage charges and sim cards. Because, prior to that, they just dismissed it and refused to look further into it.

  3) They failed to respond properly when I initiated a complaint in early January, and just gave me the runaround. Had I not taken action to close my account and contact ******************** for help, it would have still been that way.

  All correspondence is to be conducted in writing, and I am requesting a refund in a timely manner.
  

• Initial Complaint

  Date:01/29/2024

  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 tried to switch my phone service from Straight Talk to Consumer Cellular. I purchased 2 sim cards from them through my bank account. However, when I received the Sim cards they were not compatible with my phone so I was not able to use the service that Consumer Cellular provided and they were made aware of that at the time, but failed to cancel the service and attempted to debt my checking account for a monthly service bill of $53.06 when the service was never activated, never used, and should have been canceled by Consumer Cellular. This company was unable to debt my bank account for these funds, but continues to send me paper bills for the amount of $53.06. I do not intend to pay this amount because I never activated or used this phone service. I would like for this $53.06 to be removed from my account immediately and not be placed on my credit profile. The address of the Consumer Cellular listed on this complaint form is not the actual address for this branch. The address for the at fault Consumer Cellular is P.O. Box **** ********, ** 91109-****.

  

  Business Response

  Date: 01/31/2024

  January 31, 2024
  
  Better Business Bureau #********
  *************************** (#XXXXX6409)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with *************************** today. After reviewing his account and seeing the lack of usage there, all invoices have been waived. This effectively reduced the outstanding balance to $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:01/29/2024

  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 cell phone plan was auto-upgraded from 1 GB to 5 GB data for the billing cycle ending December 25. Around November 27 I logged onto my Consumer Cellular account to change our plan back to the 1 GB, but this was not successful. Consumer Cellular kept our plan on the 5 GB plan for the next billing cycle ending January 25, and we were charged for the 5 GB plan even though we used less than 1 GB of data. I never gave permission to upgrade our plan to 5 GB for future cycles. I called Consumer Cellular the morning of January 29 and spoke with a supervisor named *******. I explained everything to her, but she refused to adjust our bill. When I asked to speak to a higher level supervisor, she told me no such supervisor existed and that I had no further recourse to resolve this dispute with the company. I informed her I was filing a complaint with the Better Business Bureau.

  

  Business Response

  Date: 01/31/2024

  BBB 21214478
  ******************************* (#*****9769)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers two different types of service: The minutes are on one plan, and unlimited texts and data services are combined on the Connect Plans. Should the customer exceed their plans limits, their plan would automatically be upgraded. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a plan that was too small to cover their usage. Customers may change their plan each month based on their usage. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
   
  The customer was automatically upgraded on November 25, 2023, to the 5GB plan when their data usage exceeded their 1GB data limit. As all of our Connect plans include Unlimited Texts, the customers text usage does not trigger an upgrade. We spoke with ******************, and she has opted out of the automatic upgrades, we explained, that once they have reached their plan limit, the data speed would be reduced for the remainder of the billing. If they would like to enable this feature again, they will need to contact customer service at ************.
   
  The customer did not exceed the 1GB connect plan through the billing period of December 26, 2023, to January 25, ****, however, was still on the 5GB connect plan. As the customer is an AARP member, she receives a 5% discount on her invoices, resulting in the 5GB connect plan being $9.50 and the 1GB connect plan being $4.75. With that, as a one-time courtesy, we have removed the price difference for the 5GB plan by providing a credit of $4.75.
   
  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:01/27/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Consumer Cellular for their lack of customer support.I have been a loyal customer of ********************** for several years. However, recently, I have been experiencing issues with their customer service Despite multiple attempts to contact their customer support team, I have received no assistance or resolution I'm simply trying to active a new phone with the same phone number. The lack of support from Consumer Cellular is not only frustrating but also disrupts my daily activities. As a customer, I believe it is reasonable to expect timely and effective support when facing issues with the service.I kindly request the Better Business Bureau to look into this matter. I believe that with your intervention, Consumer Cellular will take the necessary steps to improve their customer service.Sincerely,*****

  

  Business Response

  Date: 01/29/2024

  BBB 21209810
  *************************
  
  
  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 ****************** and ****************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded their concern to the appropriate department for further review and training.
  
  We spoke with ****************** and as he filed the complaint and is not listed on the account as an authorized user, we were unable to provide account details, however, we assisted with general information. We were able to speak to the account holder and attempted to assist with guiding the customer through his online account to eliminate any misunderstanding on how to utilize this feature, however, the customer declined this offer at this time.
  
  The customer advised that he would like to lower his monthly charges. However, he is on the lowest plan for their monthly usage, and while we are unable to lower the plan charges, we advised the customer that we offer a $5 discount to customers who choose to use our free auto pay and email billing. All customers receive a $5.00 service fee, and those that choose to use auto pay and email billing receive a $5.00 credit. ****************** chose to utilize this discount, and now their monthly charges are estimated at $23.75 before taxes. As a one-time courtesy, we have applied a $15.00 credit and removed the $5.00 Autopay/eBilling opt-out service fee on the current invoice, and the new total balance for $16.37 is due on February 4, 2024.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:01/27/2024

  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.

  On 12/12/20203 I cancelled my consumer cellular service and went to a different service. Its a month and a half later and they still have me on autopay. When I contacted them they said there is no way to turn it off. There is always a way to turn it off. I just want the autopay turned off on my account. I will pay my final bill when I have the money. You cant interfere with a persons finances when they are no longer a customer. Please fix this!

  

  Business Response

  Date: 01/30/2024

  January 30, 2024
  
  Better Business Bureau #********
  *********************** (#XXXXX7505)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with ***************. While we cannot shut auto-pay off on this particular account, we were able to remove the card that was on file so that no more charges will be attempted on that card.
  
  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: 01/30/2024

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

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My data usage with Consumer Cellular has shown consistent data usage at regular times each day, even when my phone is on my wi-fi network at home. The times are 6 a.m., 6 p.m., 12 am. and 12 p.m. These charges add up and usually contribute to my being bumped up into the next tier of data usage which requires additional monies. I have spoken with Consumer Cellular, and they do not have an answer as to why data is being charged to my phone when I am using my wi-fi network. They suggested I call Apple and see if there are settings on my phone contributing to the problem. I did this, and we turned off every possible data usage on my phone. This did not solve the problem.Last night (1/24/24), I placed my cell phone in airplane mode prior to going to bed, and my online account with ********************** shows data usage at **** a.m. on 1/25. My cell phone was in airplane mode. I would like an explanation from Consumer Cellular as to why I am being charged or data when I am not using data.

  

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  
  BBB #********
  *********************************** (#*****2319)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the data usage reported on their account.
  
  ********************** usage can be delayed by ***** hours. Because the usage report is delayed, the cumulative usage is reported at 6:00 AM, 12:00 AM, 6:00 PM, and 12:00 PM each day through the tower system and do not indicate the time of day when the phone was connected and using cellular data.
  
  Data usage and reporting are outlined in the Wireless user Agreement (***) that is included with all our equipment. This document states you will be billed for all data transport and usage when your device is connected to our network, including that which you affirmatively initiate or that which runs automatically in the background without your knowledge, and whether successful or not. A data session initiated on the Consumer Cellular network will continue its connection over the Consumer Cellular network until the data transmission is concluded, even when you connect to a Wi-Fi during your transmission. Data usage is billed at different intervals depending on the amount of data being used over periods of time and the billing time may not correspond to the time you use the data. As outlined above, the user is responsible for data used on the network and a refund for data will not be issued. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 01/26/2024

  I have not received the Wireless User Agreement mentioned in the response from Consumer Cellular and cannot locate it on their website.  Would you ask them to attach a copy?   I spent several hours on the phone with two different CC representatives, and they clearly were not aware of the information sent by CC.  

  Customer Answer

  Date: 01/26/2024

  I have not received the Wireless User Agreement mentioned in the response from Consumer Cellular and cannot locate it on their website.  Would you ask them to attach a copy?   I spent several hours on the phone with two different CC representatives, and they clearly were not aware of the information sent by CC.  

  

  Business Response

  Date: 02/28/2024

  February 28, 2024
  
   
  BBB #******** Rebuttal
  *********************************** (#*****2319)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the data usage reported on their account.
  
  As mentioned previously, Consumer Cellular usage can be delayed by ***** hours. Because the usage report is delayed, the cumulative usage is reported at 6:00 AM, 12:00 AM, 6:00 PM, and 12:00 PM each day through the tower system and do not indicate the time of day when the phone was connected and using cellular data. Data usage and reporting are outlined in the Wireless user Agreement (***) in section 1.3. The *** can be viewed online 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

• Initial Complaint

  Date:01/25/2024

  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.

  Consumer Cellular refuse to send **** a replacement phone (as promised) to replace my damaged Cell phone. **** does have the Shipping Label and Tracking #**********************. But Consumer Cellular will not give them the Cell Phone to be shipped to me. **** has been waiting for the Cell Phone since 1/23/24. Please assist me with this problem if possible.

  Customer Answer

  Date: 02/06/2024

  The problem has been eliminated and or solved. 

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

  

  Business Response

  Date: 02/07/2024

  February 7, 2024
  
  BBB #********
  ******************* (#XXXXX7569)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 2/6/2024 we were able to reach ******************, who let us know that he has received the phone and considers their complaint resolved.
  
  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

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