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:01/15/2024

  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.

  In October of 2023 I requested a sim card from C.C. it never came. Two months later, I called them and let them know that I was still interested and so they sent me another one I don't know if I was charged for that one. I was sent another one but never had service in December because they wanted me to purchase a phone because my phone would not be one that would qualify. The phone nearest the one I already had was $499.00 I told them that I could not get in that kind of debt just to have a phone and I'd call back. They had also told me that I'd have to get certain info from ************* which I did and Boost cut my service off because they knew I was transferring service. Boost cut service off the 25th of December, my bill was due the 27th. This was before I knew about the phone C.C. wanted me to purchase. So I had no service with either provider. C.C. took the $24.34 out of my account and said I owed them for service. I had no service. They took the money out on the 27th of December. My phone was locked and C.C. said they now owned the phone number I talked to *******, a supervisor at C.C. He told me after I paid the bill for **** for the time my phone was on, which was not true, my acct would be closed. I just checked my Gmail and I see that C.C. is letting me know that they have prepared my bill for February and it will be for $19.00. Now my stomach is churning and I'm upset again. What I want them to do is just Please leave me alone. I didn't owe them what they took already but I have a phone now. I just got another debit card. I trusted them to take the$**** off my card and no more. I don't want them to keep taking money out of my acct every month. I wish they would leave me alone. *******************************.

  

  Business Response

  Date: 01/16/2024

  January 16, 2024
   
   
  BBB #********
  ******************************* (#*****7928)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ******************************* experienced during our porting process. Our system shows that the number was successfully ported to our service on 12/22/2023, but our records indicate issues when using the customer-provided device. The customer is welcome to use their own phone as long as it can use a GSM SIM Card, it is VoLTE (voice over LTE) compatible and it is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we cannot guarantee the compatibility of any phone that Consumer Cellular did not sell to the customer.
   
  ********************** 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. Our records do show that the final invoice was to be waived, however, it was still generated after the account was canceled as the customer had mentioned. We have waived the final invoice of $13.19 and no further amount is due on the account.
   
  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:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have tried since Oct-Nov 2023 to resolve use limitations on my IPhone 15. I cannot download apps., or utilized online navigation. The phones download speeds and capacity resemble my Iphone 7 that I was using until Oct 2023. I have gotten lost on 3 different trips out of state due to the failure on my navigation system. I haved utlized the password re-set **** Icloud on at least 3 occasions. Still no luck. I want my money back, I want to return this phone. I DO NOT WANT ANOTHER APPLE PHONE--I HAVE NO USE FOR THIS PRODUCT. The reason--very poor customer service, you cannot or will not resolve my issue, you never follow-up with a call to see if it is working. A new IPHone will not fix this because ICLOUD is the problem. I have gotten lost on atleast 3 out of state trips averaging 2 hours extra. This is mileage, gas, wear and tear on my vehicle not to mention the loss of time with my loved ones. It has impacted my job responsibilities. I want to return this phone to Apple and get out from under this. Consumer Cellular is our service provider and they have been unwilling to help. In fact they have have done next to nothing to help even though I have spent hours on the phone with them.Desired settlement:I am not interested in working with Apple any further. A new Apple phone will still require Icloud use. I do not believe that I owe another *****. I want out of the contract I want to return the phone and I would like some compensation per moth for Consumer Cellular's failure to provide me the support to fix this problem. *If I can obtain a phone--not an IPHONE I would be willing to stick with Consumer Cellular. If not I will continue to reach out to the BBB or any other platform needed to get the word out about how little Consumer Cellular cares about their customer's safety and ability to utilize their services promised. I have been overcharged and under supplied or supported.

  

  Business Response

  Date: 01/15/2024

  BBB 21144654
  ******************* (#*****4563)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************ and found that one of his main concerns is the device being Apple ID locked, resulting in the inability to download applications and utilize some of the device's features. To make this right, we offered to troubleshoot his device further and conference call with Apple to resolve his issue(s). Unfortunately, the customer did not want to continue troubleshooting, nor did they want to communicate with Apple any further. Instead, the customer requested to return the device for a refund and be compensated for the past charges during the time they had no service. We offered to waive the total amount of charges that occurred during the time of no usage for $28.00; however, ************ declined this offer.
  
  When a customer purchases a new phone, they receive a welcome kit with the new phone, and this goes over important information regarding our service. On page 7 of the welcome kit, it goes over our return policy and states If you're not completely satisfied, as a new customer, you have ******* (data use is limited to 500 MB) to cancel your service and return your device in like-new condition at no charge. AARP and USAA members receive an extended 45-day risk-free guarantee. This information is also provided in our Wireless Customer Agreement in Section 1.1.
  
  Since the Apple iPhone 15 Plus was purchased on September 29, 2023, and is Apple ID locked, it is not eligible to be returned for a credit or a refund. We understand this is not the answer ************ is seeking; however, our position has not changed.
  
  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:01/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the time I had cellular phone service through Consumer Cellular, I experienced an ever increasing charge for my unlimited everything plan. I was assured month after month that the next month would return to my ***** plan, which was the top tier they offered and after about six months I was paying over 100 dollars a month. I complained every month and they refused to do anything.

  

  Business Response

  Date: 01/14/2024

  BBB 21142157
  *************************** (#*****0687)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear *************************** is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation. 
  
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 10/19/2021. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 10/19/2021 would be provided through PCS. When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations or questions about the balance should be referred to PCS (****************************) at **************.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21142157
  
  I am rejecting this response because:

  I didn't pay my bill because month after month the price kept going up. It was supposed to be a flat rate, unlimited everything plan, but it went up by ten dollars every month!!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed providers due to horrible service but was told the phones I was using was the reason I still had bad service ,that I needed to get there phones so I got 2 phones for my husband and me my in Oct, 23 .his ph is ********* after 3 months started acting up the phone is a ******* flip 5 where it folds at the hinges yellow line started going across the part of phones that fo LMK ds about 2- 3 week after the line went all the way across the fokd it really messed up bottom half of phones started flashing a real bright white lite then went clear out would not work at all I called them several times could not get them to do anything finally they replaced the phone with a new one I returned the one that wouldn't work , 2 weeks later I received the old one back they said the screen was broken , this phone has never been dropped or gotten wet , they got really smart with me do I not know how to package a phone up and send it back , I dropped this phone up in bubble wrap and plastic with air in it and in one of there heavy boxes it had came in I payed $699 + tax for this phone as well as $ 25 for the insurance in case something would happen to it now they said I'm going to have to pay $ 1400for 2 phones the one they replaced and the one that went bad , they said the screen had a small scratch on the screen which showed them it was broken if it got broke it happened on the way or when they got it , only thing wrong with this phone is where it fold at the hinges ,,this is where these phones are having all there problems , I'm making payments on my phone if I had read the reviews on these phones would never purchased it, wow just read the reviews on this company ,, not good , I should not have to pay for a phone that has a bad reputation of not working right

  

  Business Response

  Date: 01/14/2024

  January 14, 2024
  
  BBB #********
  ******************************* (#XXXXX4408)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the issue with this phone warranty claim. With the ******* Galaxy ZFlip 5, it is possible that the phone could experience overheating and hinge issues causing the screen to bubble up, which is considered physical damage. These issues are not to be handled by Consumer Cellular directly, which is the cause of the warranty denial. However, these issues should be handled directly through ******* for a replacement. To make things right, we contacted ******************************* and notified her of the removal of the $699.00 insufficient return charge. ************** will only be paying for one ******* Galaxy ZFlip5 moving forward. A return label will be sent via standard mail so that she may return the original device to **********************.
  
  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

  About a month and a half ago I contacted consumer Cellular about my phone messing up which I had purchased from them for $699 could not get them to do a thing so I contacted you guys the better Business bureau the complaint number was 2114-1795 it was settled they replaced the phone with another phone well now a month and a half later the same the phone they replaced is doing the same thing that the other phone that they replaced is doing well once again consumer cellular doesn't want to take care of the problem I'm paying $25 a month for warranty insurance on it plus I'm making the payments on the phone they don't want to help they said it's either another company problem ********* problem or whatever but I purchased the phone from them you help me before please help me again I can't go without a phone I was in a bad car wreck and I have lawyers and doctors I need to be able to speak with when they call so please contact consumer Cellular and get this problem resolved again but I do not want the same type of phone this flip ******* flip Z5 is a junk phone the reviews is horrible thank you and I can't get a picture to come up for some reason to show what it's doing

• Initial Complaint

  Date:01/12/2024

  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 seem to have a problem. I currently work from home and have used a one login for access on my cell phone. My cell phone died on about 5 October 2023. My service is through Consumer Cellular. I contacted them and notified them of the situation and advised them to shut down service as I would not be using any cell phone. They suggested I look at other cell phones. I said I would look not get. The primary reason for the call was I would not have a cell phone and would need the service. As an example, the same thing happened with my ************** and I shut them down due to an accident and they did just that and later I restarted my service when I got a new car. That was my intent with my cell phone service. Apparently Consumer Cellular had a different idea of the problem. They did not shut down the system and have continues to bill me. They think because I called to shut down the service and due to their suggestion I really did not want to shutdown the service. WRONG! Their suggestion is just that, a suggestion and has no commitment on me. I'm willing to pay for October 2023 only as I did use service from 1-5 October, but NOT their $ 93 dollars for 3 months when I demanded again, I did not want any service. They should honor their commitment to truly be a friendly and customer oriented service and only request a one month charge.

  

  Business Response

  Date: 01/16/2024

  January 16, 2024
   
  BBB/21135586
  ************************* (#*****4252)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach the customer by phone multiple times as well as by email and have been unable to reach them. We have gone ahead and reviewed the account. ******************** contacted us on 10/05/23. During this call the customer let us know that their phone was broken, and we discussed the phones that we had available for purchase. ******************** let us know that they were going to a Target retail store to look at the phones and that they would contact us back. We did not hear from the customer again until 11/27/23 when the account was canceled. At this time, we will not be waiving the invoices that are due on Mr. ********* 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. The total amount due on this account is $98.55 and is for the billing dates of 09/01/23-11/27/23 and does include a $5 late fee. We would be happy to waive the late fee if ******************** makes a payment of $93.55.
   
  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: 01/16/2024

   
  Complaint: 21135586
  
  I am rejecting this response because: The facts are not correct. Consumer Cellular claims that "We have attempted to reach the customer by phone multiple times as well as by email and have been unable to reach them". That is a blantant lie. I have spoken with them many times. Many times they have called just to harrass me with pay now. We have gone ahead and reviewed the account. ******************** contacted us on 10/05/23.Next the say, " During this call the customer let us know that their phone was broken", That is true, however I told them to end service. They then suggested that "we discussed the phones that we had available for purchase. ******************** let us know that they were going to a Target retail store to look at the phones and that they would contact us back". I did state I would look and evaluate phone and cost. I never said I would purchase one. Also I did not at anytime state I would put termination on hold. The whole reasoson for the call was I had a broken phone and and no use for service. Maybe it is a disconnect on their part for if i say to end service I mean end service and i do not have to as they state "We did not hear from the customer again until 11/27/23 when the account was canceled". And yes I more forcefully called again after several earlier calls to enforce the demand to terminate.  They can claim "At this time, we will not be waiving the invoices that are due on Mr. ********* account". As for the late fee listed below this was added since i files my complaint and I find that very tacky. I just paid $ ***** which i find as a fair settlement.
   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cellphone i purchased from Consumer is good and am happy with it "iris"Today 1/11/2024 the speaker function corrupted and now cannot speak and have it text what i say. Took it to Target who has a good telephone center. Two technicians and the manager spent a couple hours trying to fix it. They recommend a replacement. Talked to a technician at Cellular Cellular and he went through the same thing. Then talked to his supervisor"******" wanted to wipe it clean and would not give me a replacement without wiping it clean. I am 93 next week and got no consideration at all. She lacks compassion.

  

  Business Response

  Date: 01/21/2024

              
  January 20, 2024
  
  BBB 21134616
  ********************* (******4803)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As most issues can be resolved by completing troubleshooting, we do require that all the necessary troubleshooting steps have been completed before we can proceed with the warranty replacement process, this ensures that only truly defective equipment is being process for warranty replacement. The last step in this process is the master reset which is required before processing a warranty. The customer has since acquired a new device and informed of the policy moving forward.  
   
  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: 01/21/2024

   
  Complaint: 21134616
  
  I did not like this response because:  I waited so lone so I went and bought a Moto instead.  The prior phone was

  a dud and no longer usable.  The tech at Target said  that just a a bump would cause problems with the phone as it did mine.   Both tech's at Target were helpful and respectful.  The first tech at Consumers also was respectful but the final tech Supervisor  was in my opinion  disrespectful and in her dealings with me , as elderly, reminded me of Nurse Crotchet.

   I will continue to have my phone with Consumers  and will think twice before I need help from Consumers Cellular.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called to receive a transfer pin to move to a different service. The employee stated I would be billed for the remainder of what we owed on the phones. Today 01/11/24 we were charged $573.76 with no heads up. Called them and they said they were not able to refund for the charge. This was my husbands whole check they took after they said we would be billed and I could pay it down.

  

  Business Response

  Date: 01/13/2024

  January 13, 2024
  
  
  BBB File No. 21130650
  ***************************** (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.
  
  On 3/06/23, an order was placed for two ******* Galaxy A53 5G using our EasyPay financing option. The cost of each ******* Galaxy A53 5G at the time of purchase was $429.00 (plus tax). Through the EasyPay financing option, the customer made a $21.00 down payment for the purchase of the phone, and the associated taxes for the full sale of the phone, totaling $43.74 for each phone.
  
  When the customer contacted ********************** for the Secure Port Out PIN (SPOP) on 12/21/23, they were advised that the remaining balance due on the EasyPay agreements would be charged to the credit or debit card on file.When the final invoice became due on 1/11/24, payment was taken for the prorated service dates of 12/06/23 12/21/23 for $63.76 and $510.00 for the balance owed on the EasyPay agreements.
  
  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: 01/15/2024

   
  Complaint: 21130650
  
  I am rejecting this response because:
  
  while I may have had auto pay on for the time I was paying for service, I was not told I would be charged the remaining funds with the card on file. I was told I would be sent a bill in the mail by the representative over the phone. Furthermore, I received no notice, or email ahead of time, stating that I would be charged this large amount or that it would be taken from the account. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2024

  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 purchased a phone from consumer cellular to replace an existing phone. I have two phone lines with this company I replaced an existing phone. I previously replaced another phone this past November. The information for the sim card was missing so I called. They never said I would also have to replace the sim card on the phone I purchased last November. They took care of the phone I just bought but they also removed the sim card on the older phone and either hung up on me or got cut off. I then had to call back to get my older phone reactivated. Today I called back and spoke to *********** explained what happened and asked to talk to a supervisor. She said no supervisor was available and she would handle. She said she could not offer me a credit but only an apology. Been a customer since 2012 and have purchased at least 8 phones from them. All I wanted was a $50 credit for the aggravation

  Customer Answer

  Date: 01/11/2024

  You can close out the complaint I filed against Consumer Cellular. A supervisor called me and resolved the issue.

• Initial Complaint

  Date:01/11/2024

  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.

  My October 2023 ****************** 2023 invoice both show fees, ****************** are the same; yet the December 2023 invoice I'm charged more than I'm charged in October 2023 at the same rate.

  

  Business Response

  Date: 01/12/2024

  January 12, 2024
  
  
  BBB #********
  ********************* (#*****4145)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ***************** complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by the billing on their account.
  
  Our customers service includes one line with unlimited talk for $15 plus taxes and fees.  There has been a slight increase in the taxes and fees applied to the account, causing the higher monthly invoice amount.  The taxes on our service include city, state, and county taxes based on the billing address. Federal taxes and surcharges are the same for everyone. In some situations, a tax may be based on monthly charges with other taxes combined. In some states, other taxes get charged, such as E911. Please note all of these fees are mandated by federal, state, county, or municipal governing bodies, and Consumer Cellular has no control over their type or amount.
  
  Thank you for allowing ** 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: 01/15/2024

   
  Complaint: 21125006
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Invoices indicate the following;
  consumer cellular surcharges & other charges
  Descripton
  The Federal USF rate is *****% for quite some time without an increase on both invoices.
  ( The *** Managing Director issued a Public Notice on September 13, 2023, announcing the proposed ********************** (USF) contribution factor for the fourth quarter of 2023 will be ****%, a significant increase from the current 29.2%.
  *** Sets New Record with *** Contribution Factor Soaring ...)
  The *** Regulatory rate is "Flat" & only charged $0.01 in every invoice.
  (The "operational compliance fee" is "flat" & has increased for consumer cellular to remain & be compliant with all federal, state, county & city fees, surcharges, & fees, as indicated via the internet & consumer cellular website:
  The Operational Compliance Fee is a fee assessed by Consumer Cellular associated with payment of government imposed fees and to recover the costs of administering and complying with government requirements. This fee is not a customer tax or fee assessed by a government agency.) I'm being charged for consumer cellular to be compliant federally & state.)
  Taxes & Fees: what are they, how much and why are they there?
  ********************************************************************************************************************************************************************************************************************.
  Total
  
  Government taxes & fees;
  Type
  ********************** (Wireless): ** at 11.37%
  Sales Tax: *******  at 2.00%
  Sales Tax: ** at 6.50%
  E911 (Wireless) at "flat rate"
  Total
  THE PERCENTAGE AMOUNTS ARE THE SAME FOR BOTH OCTOBER & DECEMBER 2023 INVOICES. THERE IS NOTHING IN DECEMBER 2023 INVOICE INDICATING AN INCREASE OF ANYTHING TO BE CHARGED MORE AT THE SAME RATES. YOU CAN NOT CHARGE ANYONE MORE OF ANY SET PERCENTAGE WITHOUT EVIDENCE OF AN INCREASE FOR THOSE PERCANTAGE RATES &/OR INCREASES.
  
  THE FEDERAL TAXES & SURCHARGES ARE THE SAME YET NOT EVERYONE PAYS THE SAME DUE TO HAVING A DIFFERENT PHONE PLAN AT A HIGHER MONTHLY BILL WHICH WOULD BE HIGHER THAN MINE AT THE $15.00 & A RECURRING MONTHLY CHARGE OF $14.25.
  Our customers service includes one line with unlimited talk for $15 plus taxes and fees.  There has been a slight increase in the taxes and fees applied to the account, causing the higher monthly invoice amount.  The taxes on our service include city, state, and county taxes based on the billing address. Federal taxes and surcharges are the same for everyone. In some situations, a tax may be based on monthly charges with other taxes combined. (WHAT IS THIS SUPPOSE TO MEAN? WHAT EXACTLY ARE YOU NOT INDICATING HERE? WHAT ARE THE "some situations" THAT ARE NOT APPLICABLE TO ALL IF ANY?)
  In some states, other taxes get charged, such as E911. Please note all of these fees are mandated by federal, state, county, or municipal governing bodies, and Consumer Cellular has no control over their type or amount. (YES THEY ARE MANDATED & IN MY COMPLAINT THE MANDATION FROM OCTOBER 2023 TO DECEMBER 2023 RATES HAVE NOT INCREASED VIA ANY INVOICE OR ANY FEDERAL, STATE, OR CITY. YES THEY ARE MANDATED & consumer cellular has to comply, adhere to, & abide by of which they CHARGED ME MORE ON MY DECEMBER 2023 INVOICE.)
  YOU consumer cellular will not be paying ***, ** State ************** & the City of Andover, ** those funds you over charged on my December 2023 invoice, you are stealing my SSDI, you are stealing funds that are not yours & you are stealing funds from the Elderly/Senior Citizens your Human (customers & consumers) prey.
  YOU consumer cellular ARE BEING SUED IN STATE & FEDERAL COURT & YOU CAN NOT CHARGE YOUR CUSTOMERS MORE TO COVER YOUR COURT COST & ATTORNEY FEES. YOU ALSO CAN NOT USE & ABUSE YOUR ELDERLY/SENIOR CITIZEN CUSTOMERS & CONSUMERS ON VERY LOW INCOMES & FIXED INCOMES BECAUSE WE ARE THE MOST VULNERABLE OF WHICH YOU ADVERTISE THE MOST FOR.
  YOU consumer cellular will not be paying ***, ** State ************** & the City of Andover, ** those funds you over charged on my December 2023 invoice, you are stealing my SSDI, you are stealing funds that are not yours & you are stealing funds from the Elderly/Senior Citizens your Human (customers & consumers) prey.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Need to replace my lost consumer cellular phone ************ Went to Consumer Cellular in ******, Manahawkin ** store. The customer service was horrible, I was told by the Target worker in the consumer cellular ***** he could not help, that I needed to come back when the representative for consumer cellular is in the store. No one seems to know what is going on.I called consumer cellular while I was talking to the Target employee in the consumer cellular department. The man I talked with said there was a nothing he could do. suggested going to another consumer cellular in **************. I went to the ********** ** Target to the consumer cellular department as suggested and ran into the same exact problem. they could not help replace my phone, look up my account or help with anything. I am so disgusted with consumer cellular. They are changing my account and I have no phone. you need to contact my daughter ******* to help me get another phone asap. please call ******* at ***********

  

  Business Response

  Date: 01/21/2024

  January 20, 2024
   
  BBB #********
  ********************* (#*****0429)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to reach the customer by phone and were able to apologize for any inconvenience that occurred due to a lack of support at the retail locations they visited. During our call, we were able to verify with ****************** that they have already purchased a new phone, and it is active and working.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

  
  Sincerely,
   
  ******************************* Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com