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:01/23/2024

  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 had multiple times that my phone service does not work at my house. There is no online or email customer support after 5pm M-F. I have suffered a reduction in service by not being able to use the phone. I should have a reduction per day on my monthly bill.

  

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  BBB File No. 21189760
  ********************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers online chat support seven days a week, 6:00 am 5:00 pm Pacific Time. Our phone support is available Monday Friday, 5:00 am 6:30 pm and Saturday Sunday, 6:00 am 5:30 pm Pacific Time. 
  
  We do apologize if online chat support was not available when ********************* attempted to use this service. As a courtesy, we have applied a credit of $10.00 to his account, which will automatically be applied to his next invoice. 
  
  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:01/21/2024

  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 Saturday, January 20th ****, we discovered that our home phone was not working. We could not make out-going calls and in-coming calls were going straight to voicemail. I called customer service of ********************** and went through the trouble shooting process with their rep. ** the middle of our conversation, all of a sudden she said she couldn't hear me and wound up disconnecting the call, (I could hear her perfectly well). I called back and got *******, who went through the trouble shooting process again and it still didn't work. He said they would send me another base unit, but I would have to pay shipping. This was unacceptable. He put me on hold again and when he came back, he said he could send me a unit like the one I have, which they know is defective, but I would have to pay the taxes. This, too was unacceptable. I shouldn't have to pay anything for them to replace defective equipment that I had to purchase in the first place. I asked for a supervisor, *******, who came on the line after a long time on hold, and she said the same thing. I asked for her supervisor and ****** came on the line after another long hold and said that I had to pay the taxes today or they wouldn't order the new equipment, even after I told him to add it to my bill. I told him we had reached an impasse, for I was not willing to fork out any more money for them to replace their defective equipment. I asked for his supervisor and was told that I could not speak to a supervisor for 48 hours and they would call me back. I told him that this is lousy customer service.

  

  Business Response

  Date: 01/28/2024

  January 28, 2024
  
  BBB #********
  *************************** (#XXXXX1063)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the experience our customer had while trying to resolve an issue with the Consumer Cellular Home Phone Base. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ******************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded ******************** concern to the appropriate department for further review and training.
  
  We were able to provide a replacement Consumer Cellular Home Phone Base to ******************** at no cost, who confirmed that all issues with making and receiving calls are now 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: 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:01/20/2024

  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.

  Please see attachment with email and proof of purchase. Was orginally told I did not purhcase phones and the phones where not part of Consumer Cellular Network, Even though my kids have been using them for more than 2 years on their network. Was told I needed to show proof of purchase and the phones would be unlocked. I found proof of 1 of the phones purchased in 2021 and they still haven't unlocked it. Haven't been truthful with anything they told me to do. I had to call Apple and they confirmed the phones are (unlocked phones) but currently owned by consumer cellular. When I changed servers my bill was paid in full. I was charged for another month after I was in the process of dealing with the phones to be unlocked. When customer service hadn't followed up (after I did everything they told me to do and they said I would hear back in 2-3 business day )I received another bill. I explained to Consumer Cellular that I would not pay for services for phones that no longer worked. As of December 27th these cell phones no longer worked. Now after I explained I would pay the last month when they followed up on their end and unlocked the phones as they said they had. Now consumer cellular is saying the phones aren't being unlocked because I owe them money, even though when this entire thing started and they could unlock them I was paid in full. Right now I am out 2 I phones which I paid for and own the rights to but are refusing to release/unlock. I have been on the phone with consumer cellular for over 56 hours total between the months of November and December. Without the help of Apple costumer service Consumer Cellular would still be denying owning the rights to these phones.

  

  Business Response

  Date: 01/24/2024

  January 24, 2024
   
  BBB 21173888
  ******************************* (#*****9816)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the phone unlocking process. We have reached out to ******************************* and have come to a resolution.
   
  Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. For a device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must be active on Consumer Cellulars service for at least 30 days, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer.
   
  When Consumer Cellular devices are purchased from retail locations, there will be an activation code on the box the device is in. This activation code connects the device to the customers account and marks the start of the 30-day period required to unlock the device. The customer verified that they were just told to swap out their SIM cards and never used the activation codes. We had asked the customer to supply proof of purchase so we could override the unlocking process. There was proof of purchase provided for the first device, and the customer was able to locate the original box for the second device and verify information off the box for us.
   
  We have agreed to unlock both devices, as long as the customer pays the final bill for service up until 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

• Initial Complaint

  Date:01/19/2024

  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 asked Consumer Cellular to make sure completely sure,sure sure when I went to ****** I would not have any Phone problems with being charged extra for any charges outside *******, they assured me that I was fine and I did not need a new Sim card, I asked for a new sim card so i could use it while in ******. I did not receive one, I was trapped without a phone or cell service from Consumer Cellular for two days until i obtained a new sim card from somewhere in ******. Although consumer cellular assured me that there would be no problems I was cut off and had to end up paying $465.00 to use my phone while in ******.

  

  Business Response

  Date: 01/25/2024

  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear international services did not meet ********************** needs. ****************** initially signed up for international services via a phone call on 8/2 with a representative. Once the services added to the account an email was sent to the email address on file outlining the international service feature added to the device. The email sent contained the following information.
   
  Please be aware that when making or receiving calls using international roaming, charges can add up, so it is best to use on a limited basis. Calls made from the countries listed will be billed at international roaming rates of $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message, and $0.10 - $0.40 per MB of data usage.
   
  To help protect you from excessive charges, international roaming will be disabled once we have been alerted that you have reached $400 in international charges. There may be delays in our receiving this information, so the total expense can exceed $400 before we disable the service. If you are still traveling and need to continue using your service at that point, you will need to contact us to reactivate international roaming.
   
  Additionally, international use is addressed in Consumer Cellulars end-user agreement.
   
  ***** *************************************************** rates apply to all data usage outside the ****, *********** and ******************* (hereinafter ********), including accessing cloud-based services to upload/download/stream content. Many Devices transmit and receive data messages without user intervention and can generate unexpected charges when powered on outside *****************, *********** and ******** To prevent these charges, you should disable cellular data when traveling.
   
  Thank you for allowing us to address these concerns. We certainly hope ****************** has a better experience if she chooses to use her cellular service while traveling internationally again. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ******************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:01/17/2024

  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.

  June 2023 I had my Consumer Cellular canceled. (I started a new service with Xfinity). I was thanked for using their service and sent my final bills (***** paid 7/5 and **** paid 8/31). Assuming my service was cancelled in June and this was an adjusted amount. Since then I have received x 4 late fee notices of 5.00/notice, now added at *****. I contacted Consumer Cellular upon receiving the first notice explaining my being charged for a discontinued service and to please correct this matter. I have saved the bill received as final amount due for last billing period and my bank statements of payments received. How am I being charged a late fee monthly for a discontinued service? I never incurred a late fee as a customer using their service. Thank you for your help in this matter.

  

  Business Response

  Date: 01/18/2024

  January 18, 2024
  
  BBB File No. 21160064
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  ****** Prices account was immediately cancelled when her number ported out to her new service provider on 4/24/23. On 4/27/23, the final invoice generated in the amount of $60.89; $30.73 for the final prorated service dates of 3/24/23 4/24/23 and $30.16 for the past due balance for the service dates of 2/24/23 3/23/23. On 4/28/23, we received payment of $29.11, leaving a balance due of $31.78. The payment received on 7/06/23 was $31.38, which left a balance due of $0.40 causing late fees to accrue. When payment of $5.40 was received on 9/07/23, the account had accrued another late fee. Unfortunately, as the late fee created a balance due, the account continued to accrue additional late fees. As a courtesy, we have waived the $20.00 in late fees and the account is now paid in full. The customer will receive one final invoice reflecting 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: 01/18/2024

   
  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:01/17/2024

  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.

  I started the process of switching cell providers on 9/19/2023 by requesting to port my two active lines (the third was available but unused) to another carrier. Due to incompetancies on the CC side, I was unable to port over until 10/4. At least half a dozen calls were placed to achieve porting over, including two three-way calls with reps from my new provider, and I mentioned wanting to close out the account (ie, the third, inactive line) on one of these calls. Consumer Cellular did NOT close out that line, keeping the account active, and continued to charge full-price for all services. I contacted CC again to inform them of the error and they told me they needed to conduct an "investigation" into whether I stated I wanted the account/remaining line closed. Weeks passed. I called AGAIN and was told the investigation needed an "extension" and they would contact me by 1/18/24! There was no follow-up, so I AGAIN called them on 1/17/24, stated I would only pay for services rendered through 10/4 and wanted the issue resolved that same day. The manager, ****, told me she was unable to confirm I had told them I wanted the inactive line closed and they were going to charge me for the unused "available" services. They also only provide recorded copies of phone calls by court order, so I am unable to prove on my own that I had requested to close the account/inactive line. This has been a months-long nightmare and CC refuses to do the right thing, even when their stance makes no sense. I am seeking to make a final payment for services rendered though the date of port-over to a new cell provider, which is 10/4.

  

  Business Response

  Date: 01/21/2024

  January 21, 2024
   
  Better Business Bureau #********
  *********************** (#XXXXX2250)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with ***********************. After reviewing the usage on her account, we did wave her invoices from 10/08/23-12/31/23. This reduced her outstanding balance to $0.00.
   
  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: 01/22/2024

   
  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:01/17/2024

  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.

  On January 5, 2023, I purchased devices with consumer cellular I was responsible for taxes, and the down payment of ****** and havent received my package I later filed police report with CPD. Police report No. JH113322 I am requesting a full refund

  

  Business Response

  Date: 01/26/2024

  
  
                 
  January 26, 2024
  
  BBB 21158452
  ******************* (*****3503)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Currently the customer is not eligible for a refund or replacement.  We understand this can be frustrating,however, we will need the customers assistance to resolve this matter. Consumer Cellular requested a copy of the police report filed with the local police department.  The customer provided a victim information notice and not the police report.  We would be happy to review this further, however,the customer will need to send a copy of the full police report to **********************************. The outstanding balance will be considered valid and collection efforts will continue until all of the requested information has been received from 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

• Initial Complaint

  Date:01/17/2024

  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.

  I have been trying to cancel service with Consumer Cellular for several months. There is no place on the website that I could find to cancel the service without making a phone call. I tried on multiple occasions to phone and the line was either busy or when it would connect it would say they were closed. I finally was able to chat and cancel the service but they are refusing to waive the last two months bill that has not been used. I asked during the online chat where I could cancel on the website and the question was never answered even though I asked multiple times. I would like the $48.29 outstanding balance to be waived. They can see that there has been no use on the phone for months. The phone number in question is ************

  

  Business Response

  Date: 01/22/2024

  January 22, 2024
   
  BBB #********
  ******************* (#xxxxx2609)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ************ contacted our online chat support team to cancel his account on 1/16/24. ********************** bills are in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The customer is only charged for the time the account was still active.
   
  We can confirm there has been no usage on the account within the last couple of months since the account was active. As a courtesy, we have waived all charges on the account. ************ has a zero balance, 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: 01/22/2024

   
  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:01/16/2024

  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.

  Bought a new phone from consumer cellular and was told I would recieve $147.00 trade in on my old phone. Got a email this weekend saying I was only getting $96 for my trade in.I called consumer cellular asking about this and was told they would credit my bank account ************* at my bank account today and ********************** cellular TOOK $31 out of my account and did not credit me. Called consumer cellular 1/16/2024 at 8:00 PM and argued with ****** a so called manager for almost a hour. And kept getting told they did credit my account, my bank account is - negative $31 they were NEVER authorized to take any money from my bank account and refuses to credit it back to my account. So they actually owe me $62 $31 for the money they took and $31 for the money they owe me for my phone trade in.

  

  Business Response

  Date: 01/23/2024

  January 23, 2024
  
  BBB File No. 21155277
  ******************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. The Asurion Trade-In program is an option provided by Consumer Cellular, however, trade-in values may change based on the condition of the phone once inspected by ******* and a final offer is provided.  
  
  If the customers new Consumer Cellular device was purchased with credit or debit card, they will receive a partial refund equal to the amount of the trade-in value. If the new Consumer Cellular device was financed, the customer will receive a bill credit towards the remaining balance owed.
  
  On 1/15/24, the customers account was credited $127.00 for their Asurion trade-in. As the customer had purchased the new device using EasyPay, $96.00 was applied to the EasyPay balance and the remaining credit of $31.00 was applied to their credit card on file. It generally takes 48 to 72 hours for a refund to be posted to an account by the bank, however, depending on the financial institution, it can take up to **** business days to appear in the customer's account.
  
  Please be advised, the last payment received on the account was $100.41 on 12/28/23 for the service dates of 11/10/23 12/09/23. 
  
  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: 01/24/2024

   
  Complaint: 21155277
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  You can clearly see by our bank statement consumer cellular took $31 out of our account,we fought,argued and were called lies from this company. Then 2 days later they put $31 back into our account they stole from us. But still have yet given us the $31 they owed us in the first place.

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Consumer Cellular Customer Service,I am writing this formal complaint to bring to your attention several alarming issues that have recently transpired with my Consumer Cellular account. The gravity of these matters requires immediate attention and resolution to ensure the restoration of the quality service I expect. Unauthorized Changes to My Account: On [specific date], I discovered unauthorized changes made to my account, including alterations to my plan and services without my explicit consent. Attached are documents (or screenshots) illustrating the unauthorized modifications that need urgent rectification. Unauthorized Editing of Phones I Own: I have observed unauthorized alterations made to phones associated with my account without prior communication or approval from my end. An immediate investigation is warranted to understand the reasons behind these unauthorized edits and prompt corrective action. Refusal to Unlock a Device and False Ownership Representation: Despite having made 24/24 payments on my [device model], my request to unlock it has been unjustifiably denied. Furthermore, the account records incorrectly indicate ownership of a device [device model], which contradicts the payments made. This misinformation requires immediate correction. Continuous Service Disruption: My service has been repeatedly turned off without warning, causing significant inconvenience and disruption. I demand an explanation for these service interruptions and expect immediate measures to rectify this ongoing issue. Demand to Return Device: I received contradictory information stating that I own a device [device model], having made 24/24 payments, and then being told to send it back. This inconsistency requires clarification.I am deeply dissatisfied with the quality of service and the numerous discrepancies in my account. and the easy pay is suppoused to be 93$

  

  Business Response

  Date: 01/25/2024

  January 25, 2024
   
  BBB 21146827
  Braadan **** (#*****0933)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the multiple issues mentioned by Braadan ****.
   
  Starting with the changes to the account, ********************** 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 the usage. The customer was last upgraded on 01/15/2024 due to high data usage.
   
  In regard to unlocking devices, Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. For a device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must be active on Consumer Cellulars service for at least 30 days, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. We have unlocked the customers iPhone SE as of 01/08/2024 and confirmed that the iPhone 15 Pro did not qualify to be unlocked, as it had yet to be paid off.
   
  The service issues the customer has experienced have subsided on their own. We do believe this may have been due to the amount of eSIMs that were generated between 12/15/2023 and 12/16/2023.
   
  The iPhone 15 Pros that the customer had purchased were both needing to be returned, otherwise the customer would have needed to pay the full amount for them, as no full payment was made for either of them. The devices have been received and processed as of 01/24/2024, and a refund has been issued to the customer for both.
   
  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

  They have not held there end of the deal up they did not lower my bill period my current bill is 167$ (i was told not to pay it as they will lower the bill back in jan

  

  Business Response

  Date: 03/07/2024

  March 7, 2024
  
   
  BBB #*******
  Braadan **** (#*****0933)
   
  
  Dear BBB,
   
  We appreciate this opportunity to further assist Braadan ****. We were able to speak with the customer to discuss these concerns.
   
  The current past due amount on the account is $138.88, which is for services provided from 11/28/2023 to 2/15/2023. After reviewing the account, as well as past interactions with Braadan ****, there was no mention of the past due amount being reduced to $45. We had applied a courtesy plan rerate of $14.25 to the account on 1/17/2024, as well as a $24 credit on 03/05/2024 as reimbursement for a device payment that was not fully credited when it was returned. We had informed the customer that their monthly bill could be reduced if their plan was lowered. The plan has been updated to our 10GB option, which will be $40 a month plus taxes and fees. A $5 monthly credit is available if the customer signs up for our autopay service.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com