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:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ************** from Consumer Cellular in June 2023 and In the taken, their money out of the count after we cancel. And I won't refund us. The money they took out and I still stand Us bills Try to call them today. They said they couldn't help It's like taking $300 out of account.

  

  Business Response

  Date: 01/12/2024

  January 12, 2024
  
  
  BBB #********
  *********************** (#*****6837)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We are sorry to hear our customer is frustrated with the charges on their closed Consumer Cellular account.
  
  In regards to the account balance, as ********************** is not a prepaid service provider, we bill in arrears for monthly service and usage.  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date.  Unfortunately, the balance on their account was not paid.  Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 11/07/2023. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 11/07/2023 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

• Initial Complaint

  Date:01/10/2024

  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 Transfered my phone service to consumer cellular January 6, **** after submitting application,credit check was approved, then consumer cellular requested I buy a sim card, Consumer cellular instal the sim card and my service began about 11, am on January 6, ****, Consumer cellular service down January 7, and 8, **** until about 12;pm, and when attempted to make a call about 1'pm my call was rerouted to consumer cellular who transfered my call to a collection agency and a man who said his name was ******* who asked me personal questions until I requested to know why all the personal questions, ******* response was that he had a ****** bill that I must pay before my consumer cellular would be restored, I explained that I had never received a bill, and that I refused to pay before I see the bill, consumer cellular has fail to send me the bill, and ****, who claim to be a supervisor also fail to provide the bill, and on January 9, **** I call consumer cellular requesting a bill, or for consumer cellular allow me to transfer to another company, my requests was denied, HELP.

  

  Business Response

  Date: 01/12/2024

  
  
                 
  January 12,2024
  
  BBB 21120501
  ********************* (******6731)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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 6/21/2022. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 6/21/2022 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: 01/12/2024

   
  Complaint: 21120501
  
  I am rejecting this response because: Consumer Cellular highjack my phone, and directed all my phone call to Consumer Cellular and made it impossible for me to used my private phone for about 4 days what Consumer Cellular claim to a pass due ***** I requested a copy of the pass due bill that *******, the debt collector said on the phone look like it was my bill for ******, and that I needed to pay then, I explain to ******* that I needed to see a copy of the bill to see if it was my ***** ******* claim he would email me a copy of the *******************, *** I never received a copy, and I explain to ******* that I would never pay ****** for a bill unlessing I could see the bill first, and ******* explain to me that I wouldn't be able to used my phone until the ****** was paid, I request to speak to a supervisor, and the supervisor said his name was ****, And **** said he was sorry, *** until the ****** was paid that Consumer Cellular wouldn't allow me to make private call on my phone, I call back the next day, and I continue to question Consumer Cellular as to why would Consumer Cellular hold my phone hostage over a ****** debt that I had never received a bill for, Consumer Cellular representative said she did not understand it, but there was a notation on my number to direct all my call to billing, and that she could not email me a copy of the bill at that time because her system was down, And she could not let me make outside call, So I call Consumer Cellular the the next day and ******, I thank that's the name she gave me, *** I again requested my phone be released so I could make private call, *** ****** denied my request, So I went to the store that took my order for service and requested to see the a copy of the ***** *** the ***** showed me on Consumer Cellular computer a notation below my phone number that said not to give me any information, So I went to Xfinity and change my number before I was able to used my phone, Consular still hold my phone number hostage.

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

• Initial Complaint

  Date:01/10/2024

  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.

  As an **** member, I applied for cell phone service from their advertisement in the **** membership paper. They sent me **** after calling and telling me that my current cell phone plan was "completely compatible" with Consumer Cellular and transferring from Cricket, which was my current plan before calling. After being on the phone with them for nearly two hours, after the **** cards arrived on Saturday, they could not get it to work in transferring from Cricket to Consumer Cellular. I spent hours and countless times calling them backwards and forwards to forget about their service, I no longer wanted it. Their technical service representative are horrible and do not fully know how to efficiently perform their jobs. I had to speak with a different one everytime I called. It has been two days that Consumer Cellular has not cancelled their attempt to transfer my cell phone number back to my old cell phone carrier (Cricket) so I can again use my phone and services. They keep telling me that it has been done, and it has not. They also refuse to refund the $5.00 activation fee for their product and services back to me, even though it will not and does not work.

  Customer Answer

  Date: 01/11/2024

  This company put our lives in danger by not transferring our phone numbers back to our original carrier and cause a full three-days of delay by our previous carrier to get ** back online and up and running. This company was advertised in our AARP membership and should have been especially evaluated and securitize by AARP when publishing it for their members not knowing the problems that could and did accrue. Baby Boomers are being Scammed every day because of Age and some Disabilities in *******.

  

  Business Response

  Date: 01/15/2024

  January 14, 2024
   
  BBB #********
  ***************************** (#*****5197)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the issues ***************************** had when attempting to transfer their service over to Consumer Cellular.
   
  We confirmed that the number was transferred over to Consumer Cellular properly, but after speaking to the customer, there was an issue with the device once our SIM card was installed. 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 are unable to guarantee the compatibility of any phone that Consumer Cellular did not sell to the customer.
   
  We also discussed the porting process with the customer, advising that there were issues with the information that was being provided to us by their other provider. Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. After reviewing *****************************' account records, we can verify that their number has been successfully transferred out and the account has been canceled as of 01/10/2024. The customer understood and thanked us for reaching out to them to explain what happened.
   
  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

   
  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:01/10/2024

  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.

  Hello and thank you for viewing my complaint,Occasionally, I go over on my data and I'm "upgraded" to a plan with more data. This is helpful in principle. The problem is going back down to my usual data plan. The change cannot be made online. When I've called, they say "next billing cycle." When I attempted to reach out via ********* it was more of the same, as can be seen in the attachment. Reaching out on ******** did lead to a one-time account credit of $25, I believe, but they did not address that I had been attempting to resolve this issue for months. Isn't it a little suspicious that they can only make my plan more expensive, not less? The $600 figure listed is approximate, it could be a bit less or more. I would research this further, but I already I have three jobs and full-time graduate school. Thank you for examining my case. I look forward to your response.Best wishes for the new year,***********************

  

  Business Response

  Date: 01/18/2024

  January 18, 2024
   
  BBB 21117519
  ******************************* (#*****2144)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ******************************* experienced regarding our billing process. We have attempted to reach out to the customer but were unable to speak with them.
   
  Consumer Cellular offers two different types of service: The minutes are on one plan, and unlimited texts and data services are combined together 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. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
   
  We understand that the customer had issues with making these adjustments on the online account. In these cases, the customer would then need to call in and speak with our customer service department to make changes to the account. ******************************* did reach out on 8/31/2023 and had their plan lowered to a 10GB plan, but it was then auto-upgraded back to our Unlimited Plan as of 12/11/2023.
   
  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 informed the person from consumer cellular that I work at night and therefore cannot answer when he calls during the day. I informed him by email, yet he keeps calling when I am unavailable. My requests for a discussion by email have been ignored. 
  

  Please advise. 
  

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

  Customer Answer

  Date: 01/30/2024

  The person from Consumer Cellular that I'm not available to take calls during the day. Yet he keeps calling during the day. I've shared my email with him so that he can propose a resolution there. So far he has not emailed me. 

  Is there anything else BBB can do to help?

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

  

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
   
  BBB #********
  ******************************* (#*****2144)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach out to ******************************* again, however we have received no response.
   
  While reviewing the account again, we see that the customer has been paying their bills through the website each month, where it would allow the customer to see and change their plan. As we have no record prior to 8/31/2023 of the customer having issues changing their plan online, the previous charges 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

• Initial Complaint

  Date:01/10/2024

  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.

  12/27 or 28/23 called 611 to complain landline phone base sending calls directly to voicemail. Was told other complaints had come in, Supervisor would call me within 48 hours or new phone base would be sent, Called 1/2/24 (rep ***** because landline phone working on and off; told this time that there are problems with switching from 3G to 4G, I have to BUY new phone base; I also mention similar issue with Doro **** flip phone; decide to replace both landline and cell. Cost approximately $200, including shipping and insurance on monthly bill. (n.b. loss of phone service not being deducted from monthly bill; no shipping included for new phones). 1/5/24 receive phones; on 1/6/24 (delay because of medical procedure) I call Consumer Cellular (611) to activate; another rep tries to activate phone base and cell phone at same time, so I lose ALL phone connection; I unplug new phone base and reconnect old phone base which is still working. Call new rep from ******* who spends over an hour trying to activate new ***** **** cell which has SIM card but no phone number, no reception as of 9 pm EST on 1/6. Call again 611 on 1/7 (new rep ******** who does not really know how to operate ***** and has trouble trying to figure out what to do, so I decide I should return phone. Cellular cannot reactivate my old Doro phone when I asked them to overnight a new SIM for it (now the cells need to run on 5G); I seriously need cell for financial and medical reasons right now, so I consent to exchanging the ***** phone for a Verve; then they tell me they only have refurbished Verves with a 6-month warranty. They charge me $25 for 1-2 business day shipping despite their having some responsibility for this debacle. I am not optimistic. I still have to have a cell to reactivate the homeline phone base. I am aggravated, anxious, upset, tired and 74 years old. My IQ is doing me no good here. This is crazy and unjust.

  Customer Answer

  Date: 01/10/2024

  I managed to speak with a Supervisor named *********************** in one of the Phoenix ** offices last night.  He is sending me a "physical SIM card" which we assume will arrive here Friday or Saturday, Jan. 11 or 12.  He did not give me a direct phone number to call, but said if I called the 611 customer service number to aske for "*********************** in Teams".  I did that today, Jan. 10, and ******* said they could not do that.  I called because I discovered that there is no service on the new home line phone base, a problem it seems to me to be similar to the problem with the cell phone.  I was connected after a long wait to another Supervisor named ****** by the customer rep named ******* (sic).  After another long wait, I explained the home base problem with ****** (i only have the older phone base to work with), and I was suddenly disconnected and lost the old phone base service.  I have no phone service at all now.

  

  Business Response

  Date: 01/13/2024

  January 13, 2024
  
  
  BBB #********
  **************************************** (#*****2805)
  
  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 recent service issues. *********************************** has spoken with our customer service, and we are happy to report the issue has been resolved.
  
  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 have applied credits to their account for $138 for the purchase of the Wireless Home Phone Base and Consumer Cellular Verve Snap.
  
  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: 01/13/2024

   
  Complaint: 21111554
  
  I am rejecting this response because:
  I am on the fence as to whether their response is adequate.
  
  Before going to the *********** to return the ***** (I was not allowed to return the Verve Snap because they needed to generate proper paperwork and send me another return envelope - you see the dangers here in time lapse so that I might fail to return the merchandise in a timely manner for proper refund), it occurred to me to try the new *** card in my old Doro **** phone, and it worked.  I need this phone and this phone number for codes with my banks and hospital.  So I called CC again to report this and to ask for how long their transfer code would be valid. Hence, you received CC's understanding that this complaint is resolved.
  
  First of all, they could credit my telephone bill for the week I lost cell phone coverage (due to a mistake a Customer Rep made on *******.  Second, in my last phone call to CC ****.24 I needed to ask customer rep **** why the battery icon on the landline home base blinks occasionally during the day, as if it is losing power.  He couldn't answer me (I proposed that perhaps there was some electrical interference in my building).  I fear, as you can imagine, that the phone base will fail me.
  
  Surely, somehow a refund of $138 doesn't cover this harangue.  I want the management of CC to know that I have lost sleep over this.  Because of recent knee injury and floods in *************, and because I do not drive and know no one who can help with this, I was fearful of losing all phone service and have stomach aches and middle-of-the-night anxiety attacks.  

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

  Customer Answer

  Date: 01/22/2024

  As I indicated in my last update, I phoned Consumer Cellular on 1/12/24 and spoke with a customer rep named **** to tell him before I returned the ***** ********************************* for the Verve Snap phone send to replace the *****, and which did not activate in the Verve, DID activate my old Doro **** flip phone, that I did wish to continue with the Consumer Cellular service on that Doro flip phone. **** indicated that he would send me an envelope to return the Verve Snap (3-5 business days).  This envelope never arrived as of ****.24.  I tracked the delivery of the ***** phone and found that it was delivered on January 18, 2024.  I called Consumer Cellular on Friday 1.19.24 to alert them that I had not received a return envelope for the Verve, and that the ***** had been delivered on 1.18.24.  ******* said that the record only indicated that the return was "pending."  On Sunday, 1.21.24 I receive an email from Consumer Cellular (attached) which suggests that I have and am using the ***** **** flip phone.   I called again on ****.24 for the same reasons and ******* elected to send me a return label by email and also looked up the tracking number for the ***** and confirmed that Consumer Cellular had received that phone.  Later on that day, I get a refund on the credit card I used to pay for these phones for $38.11 (a figure that makes no sense to me).

  When I discover this, I call Consumer Cellular, during which I am disconnected.  When I reconnect with another customer service rep ************ I am on the phone for 50 minutes. I call because I do not understand why $38.11 was credited to my card when I was "told" through BBB that they wanted to refund me $138.00   I am told that they put the $138 credit on my Consumer Cellular telephone bill account (unbeknownst to me) and that they deducted my phone bill due on **** ($46.22) from that, leaving a balance of $91.78, but that they could not credit that amount to my credit card, but had to send me a check and that that would take 3 weeks (this is the end result of this phone call).  They could not explain their figures (where's the $38.11 fit into this?).  I await the check.

  Customer Answer

  Date: 01/30/2024

  I am uncomfortable with Consumer Cellular's treatment of my refund for the returned flipphones and their commitment to their "settlement" of $138.00. I was told on 1/22/24 that they could not credit the credit card I used for the $91.59 they left in my Consumer Cellular account as a credit.  They told me that they had already credited my new phone bill due 1/22/24 from the $138.  When they acknowledged receipt of the returned non-functioning ***** flip phone ****, they immediately credited a mysterious amount of $38.11 to my credit card. The ***** cost $95.94 with shipping (which they apparently agreed to credit)  This "credit" is still sitting unprocessed on my account (my credit card company told me to call Consumer Cellular about this).  Anyway, on 1/22 I was told they had to send me a check for the $91.59 which would be cut on Friday, 1/26/24.  On Tuesday, 1/23 I received a notification from my credit card company that $91.59 was pending as a credit on my credit card. 

  On Monday, 1/29 when I checked my credit card account, not only had the $38.11 not been processed yet, but the $91.59 credit had disappeared.  The credit card company could not explain it and advised me to contact Consumer Cellular.  Also later on in the day, I received notification that Consumer Celluar had received the returned non-functioning Verve Snap phone, and immediately received notification from the credit card company of a $25.00 and $27.06 pending credit.

  I have not received any check from Consumer Cellular.  I'm unsure about their arithmetic here and also concerned if these credits are actually going to finalize.  I am also really averse to calling them again about this.  I have provided you earlier with the actual charges to my credit card.  The only product I kept from Consumer Cellular is the phone base for the home line.

  

  Business Response

  Date: 02/01/2024

  February 1, 2024
  
  
  BBB #********
  **************************************** (#*****2805)
  
  Dear BBB,
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further.  We apologize for any inconvenience caused by the return and refund process.
  
  We understand **************************************** was advised a check would be mailed; however, the credits were applied to the credit/debit card used for the original purchases.  These include $31.88 on 01/22/2024, $91.59 on 01/23/2024, $25.00 on 01/29/2024, and $27.06 on 01/29/2024.  These credits totaled $175.53.  No further credits or refunds are due to our customer.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 02/01/2024

  I reiterate that the ***** credit to my credit card issued 1/23/24 disappeared by 1/29/24 (credit card company could not explain) and has re-appeared this morning (2.1.24).  I see all the credits on my credit card and await their movement from "pending" status to be satisfied.

  Customer Answer

  Date: 02/01/2024

   
  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. PROVIDED THE CREDITS ON MY CREDIT CARD MOVE FROM "PENDING" TO PROCESSED on the credit card.  I only say this because the $91.59 credit posted on 1/23 disappeared as of 1/29 and the 1/22/24 $38.11 was still pending as of 1/29/24.  I feared Consumer Cellular would retract that also.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:01/07/2024

  Type:Product 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.

  App and website not allowing access to my profile. I have called 5 times and twice have been told that someone would call once it has been corrected. I have not heard from anyone. I received an email today with my bill amount, but I can't see what I am being charged for. I have tried different internet browsers and cleared my cache which is the standard response when you call customer service and still I am unable to generate a text or email to reset password or create an account. Someone should be able to send me a link to reset password or someone should be able to create me an account.

  

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  BBB #********
  *********************** (#XXXXX9559)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the trouble our customer experienced with logging in to the online account. While we were not able to reach *********************** directly, on 1/8/2024, we were able to resolve the issue by removing an e-mail account from a previous account **************** had with us, as this can cause conflicts when setting and resetting the online account password. He confirmed with us via voicemail that the issue is resolved, and the online account is now accessible. 
  
  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: 01/09/2024

   
  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:01/07/2024

  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 have been attempting to close my deceased mothers account since November 2023. I called on December 28, 2023 again, in which they said it would be closed since they took the December payment, but they continue to attempt to collect from the deceased's account. $50.48 each month set up on auto pay.

  

  Business Response

  Date: 01/15/2024

  January 15, 2024
   
  BBB #********
  ***************************
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We tried contacting ******************** but were unable to contact her. We are so sorry to hear of her loss. We wish to provide our deepest condolences.
   
  We can absolutely cancel her late mothers account. Sadly, we could not locate an account with the information provided in the BBB ticket. She will need to provide her mothers first and last name and her mothers phone number or account number. This will allow us to locate the account and cancel it.
   
  Additionally, we can post a credit to the account for any charges accrued past her mother's date of passing. For us to be able to post any credits, a copy of the Death Certificate will need to be forwarded to our ******************* She may send this via email as a ".PDF" attachment to *********************************** She may also fax a copy to ************ or mail a copy to:
   
  Consumer Cellular
  Attn: Billing
  **********************************************************************, ** 97224
   
  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

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the invoices for November 2023 and December 2023 the amount of taxes for *******, which the percentages have not changed, increase from previous months without the base amount I am charged for their service having changed. I talked to their billing department in November and their manger credited the difference to my account. However, I talked to the billing department today about the December invoice and they said they will do nothing and blamed the **************** for the incorrect amount of the tax being billed.

  

  Business Response

  Date: 01/09/2024

   January 9, 2024
  
  BBB #********
  ******************************* (#XXXXX5488)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion surrounding the taxes. All of the fees we bill are mandated by federal, state, county or municipal governing bodies, and Consumer Cellular has no control over their type or amount. Taxes are charged on the full price of the invoice before any discounts. This means that any change to costs like surcharges would also impact the state taxes charged. Recently, we increased the Operational Compliance Fee from $2.37 to $3.12 per phone line. This change caused the total amount of state tax charged to increase from $5.58 to $5.72.
  
  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: 01/09/2024

   
  Complaint: 21104756
  
  I am rejecting this response because:the math does not add up.  Increasing the fee stated only increases the ******* tax by $0.10.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/18/2024

  we increased the Operational Compliance Fee from $2.37 to $3.12 per phone line.This change caused the total amount of state tax charged to increase from $5.58 to $5.72.
  For the two lines that is an increase of $1.50.  The state tax for ******* is 7%.  The state tax on $1.50 is $0.10 which would increase the tax from $5.58 to $5.68.  They charged $5.72 which is incorrect. 
  I already stated that their math was incorrect, but BBB closed the complaint without addressing the discrepancy. 

• Initial Complaint

  Date:01/05/2024

  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.

  Consumer Cellular showed a balance of $27.46 which they reported to collections and the credit agencies. They credited that amount. Now I can't get them to address problem, call back, or correct the credit agency problem.

  

  Business Response

  Date: 01/07/2024

  January 7, 2024
  
  BBB #********
  ********************* (#XXXXX2310)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ********************* has been receiving these types of e-mails. When speaking with ************** over the phone on 1/7/2024, we confirmed his account is in good standing with us with a $0 balance and nothing owed in collections. ************** said that the e-mails do not contain his name or account number. While we have not reviewed the e-mails directly to confirm, as he has deleted them, these e-mails do not sound like they are from us and could be malicious in nature. 
  
  ************** has been advised of this and has been directed to contact us with further information once he has received another one of these e-mails so that we may investigate it further. 
  
  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:01/05/2024

  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.

  On December 3rd 2023 my husband died. I was left without his income and have an appointment to get it resolved Feb 1st ****. First I called to cancel his phone line and, although he only used the phone maybe once or twice, I now have a phone that I am paying for that I can not use.Second paying final expenses, I was left without money to pay other things like cell phone and wifi. At first Consumer Cellular put me on a payment arrangement for the 27th of the month of December. When I found out I would be unable to pay it by then I asked if I could pay it on the 15th of January when my Social Security would come in. Nice woman told me 1) she would remove the payment arrangement 2) I needed to at least make a PARTIAL payment on the 14th of January 3) Don't worry the company won't shut off your phone.I got up January 5th to.....a phone shut off. I had to beg and borrow money at a high interest rate to get this phone turned on so that i can conduct business concerning my husband and my living arrangements.I had to pay not one, but both bills of $104 to fix the issue.I was blatantly like to by this company. I was not given any options other than "Once the system shut you down, we can do nothing". Isn't loosing your spouse of 31 years hard enough? It's not like i am not paying...I would pay, but I explained this twice to the call center and WAS ASSURED MY PHONE WOULD NOT (Repeat louder) WOULD NOT be turned off.Oh consumer cellular I am so angry I yelled at your poor rep. I do not take my anger out on the call center but I had it.AND PAYING FOR A PHONE THAT HAS NOT BEEN USED. My god you sell used phones. Take the darn thing back and call us even. This entire situation is ridiculous. I WAS LIED TO AND THAT DOES NOT MAKE ME A HAPPY CUSTOMER..

  

  Business Response

  Date: 01/07/2024

  BBB 21104545
  *********************** (#*****5433)
   
  
  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 **************** experienced. We spoke with **************** and allowed her to express her frustrations and explained how payment arrangements work with Consumer Cellular. We have also taken the experience she has gone through and have sent the feedback to the appropriate departments for further review and training opportunities.
   
  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