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:01/04/2024

  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.

  I purchased a Grand PAD cell plan for my 77 yr. old mother.The contract was for $45 per month.It was set up with auto payment and the first 12 mos were great.The Grand PAD device got broken and we had to purchase a new one.Unbeknownst to me Consumer Cellular never shut down the broken device and they started charging me $90 per month without my authorization. They over charged me 33 months @ $45 / mo.Total over payment.......$ ******** I asked if I could get a credit to my account for 33 months.Their reply was this was my fault and they would only credit me 3 months.I would like your help to get my credit, Consumer Cellular refuses to help.

  

  Business Response

  Date: 01/11/2024

  January 11, 2024
  
  BBB File No. 21100170
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. ************************* ordered the GrandPad on 3/01/19 with a monthly service fee of $40.00 plus tax. On 4/04/21, they ordered a new GrandPad with an Allstate Protection Plan for $5.00 per month to replace their original device. Unfortunately, when the new GrandPad was activated, the original device was not deactivated. 
  
  We have applied credits totaling $1292.20; $30.97 for prorated service dates of  4/04/21 4/27/21, $1240.00 for the service dates of 4/28/21 11/27/23 and $21.23 for prorated service dates of 11/28/23 12/13/23. These credits were automatically applied toward the invoice due on 1/17/24 and we have submitted a refund request for the remaining credit balance of $1219.02. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  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: 01/11/2024

   
  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:01/04/2024

  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 January 1, ****, my consumer cellular phone started to give me issues. I wasnt able to make any phone calls from my phone. Every time I would try to make a phone call the call would hang up. I was informed that when people were calling me, it would ring and keep ringing and then it would just hang up. January 2, ****, I notified my granddaughter about what was going on and she contacted Consumer Cellular customer service. We were told by the service representative that Consumer Cellular was going through service updates and a lot of phones were without service, but that it would only last for a few hours. The same representative tried calling my phone and said she heard a message saying the phone was out of service. On January 3, ****, my phone was still having the same issues. We contacted Consumer **************** again. This time the customer service representative said she was unable to get into the account because they were having major issues with their system and were unable to get into any customer account. She said maybe the phone would work in a few hours and try calling back. We did what we were told and the phone was able to make a few phone calls, but then proceeded to have the same service issues. It's January 4, ****, and I have called Consumer Cellular four times today and Ive spoken with five different reps. Im filing a complaint because the last customer service representative hung up the phone on me. After all, I realized what was going on. It seems as if Consumer Cellular updated their systems and now the older flip phones are not working with their new systems. Instead of informing the customers whats going on, theyre telling me that my phone is old and that I need to buy a new phone. I told them that I wanted a reimbursement for the last couple of days that my phone hasnt been working and Ive gotten no answer or response. This is awful ****************.

  

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  
  BBB #********  
  *************************** (#*****3175)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the experience **************** and his family had when speaking with our representatives.  We are glad to report we have assisted our customer, and a replacement device is being sent to them.
  
  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: 01/11/2024

   
  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:01/04/2024

  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 canceled service with the 11/19. I received a $25 bill that I paid via check in the mail. The check was cleared. No I&#**;m still being charged $25 for a late fee

  

  Business Response

  Date: 01/09/2024

  January 9, 2024
   
  BBB #********
  ************************* (#xxxxx8860)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing ****************** account, we see two payments were received and processed on 12/11/23. One was a physical check, and the other an eCheck, both for $22.53. However, we received a Stop Payment notice from the customers bank on 12/14 for the eCheck. The payment is reversed whenever a Stop Payment is received, and a $25 Returned Check Fee is added to the account.
   
  Once the reversed amount is paid, the Returned Check Fee can also be reversed and waived. As the payment of $22.53 was already received through a physical check, we have done the right thing and waived the $25 Returned Check Fee on the account. No further charges will be due, and the account has a zero balance.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ************************* 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:01/03/2024

  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 was a Consumer Cellular member for approximately 5 months from July - November 2023. After I retired I thought it was a good idea to switch since they are affiliated with AARP and I was looking to save money. Everything was fine until suddenly at the beginning of December I didn't have any reception and was unable to make or receive phone calls unless I was using the Wireless in our home. Nothing had changed on my part - I lived in the same house and had the same iPhone. After multiple phone calls to CC they said it wasnt their fault - no cell tower outages - everything looked green - so after a week I bought a new iPhone 15 directly from the local Apple Store. I still had no reception in my home or in my car or out in the community. I decided to switch carriers and everything worked again. I called CC today asking for a refund of my final bill and after talking to 3 reps and a supervisor they refused my request. I dont understand why I have to pay a bill when I couldnt use my phone in a major metropolitan area.

  

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  BBB File No. 21094013
  ***************************** (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.
  
  While we do show that usage reported through 12/11/23, the date service was cancelled, we have waived the final invoice, as a courtesy. As well, we have submitted a refund request for $13.77. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  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: 01/11/2024

   
  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:01/03/2024

  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.

  Between the dates of 10/25/2-23 - 12/27/2023, have had trouble having Consumer Cellular release/transfer cell phone #'s to *************** We bought new cell phones from *************** Myself and an ************** rep tried for 3 hrs. to have Consumer Cellular release 2 cell phone #'s to our new ************** service to no avail. We were forced to get 2 new cell phone #'s. on 10/25/23, Consumer Cellular withdrew $64.10 from **** of America. On 11.22/23, there was another invoice for $65.75. From 12/24/23-12/27/23, there was a threat of potential disconnection of service and then on 12/27/23, Consumer Cellular service was disconnected for non-payment of $131.50. Our acct# with **********************, #*********. On 12/27/23, I spoke with 2 people about the bill for $131.50 & hassle about Consumer Cellular not releasing cell phone #'s to *************** We paid $131.50, confirmation #: ****** to payoff the bill and to get rid of Consumer Cellular. The 2nd person I spoke to was a supervisor by the name of ******. Now we got a new bill for $56.46 from Consumer Cellular for $56.46. We're not paying it, please help.

  

  Business Response

  Date: 01/04/2024

  January 4, 2024
   
  BBB 21093919
  ******************************************** (#*****6839)
   
   
  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 porting process and final billing. We were able to reach out to ******************************************** to resolve the situation.
   
  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 verified that the matching information was not provided by the new service provider. We were unaware that the customer had requested new numbers from their new provider, and the lines were left active; this is needed so they can be transferred to another company. We were not informed until 12/27/2023 that the customer had been given new numbers and wanted the Consumer Cellular account canceled. The account has been successfully canceled as of 12/27/2023.
   
  Consumer Cellular bills are 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 final bill of $56.46 was for service up to the cancellation date. We have waived the $56.46 charge for the customer as a courtesy since they were no longer using our 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

• Initial Complaint

  Date:01/02/2024

  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.

  Consumer Cellular allowed my phone numbers to be fraudulently ported out to another cellular provider on December 7, 2023, resulting in identity theft in addition to no cell service. After spending about 3 hours on the phone with them most days since then, and multiple promises that the phone numbers will be retrieved shortly, I still do not have them back. I am left with cleaning up the resulting mess and associated costs.The resolution I want now is for Consumer Cellular to retrieve 2 fraudulently ported out phone numbers back to Consumer Cellular and to inform me this has been done via the email address they have for me.

  

  Business Response

  Date: 01/10/2024

  BBB 21086424
  ***************************** (#*****6974)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We contacted **************** through email and explained that a *** Swap scam (also known as Port-Out Scam, *** Splitting, and Sim Jacking) is a type of account takeover fraud that allows fraudsters to take over phone numbers so they may have access to financial and personal accounts when two-factor or multi-factor authentication has been set up on the account.Sadly, this type of fraud is common in the wireless industry.
  
  We further explained that the bad actor(s) had the customers online account login and password information from another source to gain access to the online Consumer Cellular account in the first place. This often happens when an individuals personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individuals login and password credentials, the effect of which is compounded because individuals often use the same credentials across multiple accounts.
  
  We have advised **************** that we have reactivated both phone numbers using the previous *** cards and she will need to insert them back into the devices she wishes to use. If she no longer has the *** cards, we can send new ones; the customer can reach out to customer service at ************ or she can purchase new ones at Target.
  
  **************** requested a complete record of everything concerning the fraudulent port-out of the phone numbers, account notes and voice recordings on her Consumer Cellular account. We explained to obtain any call recordings or notations on the account, a subpoena will need to be provided to Consumer Cellular. Call recordings are for quality and training purposes for the representatives and Consumer Cellular, they are not openly available for the customers.
  
  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:01/02/2024

  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.

  01/01/2024, Consumer Cellular charged my Discover Card ($20.33). Contacted Consumer Cellular, no knowledge of transaction. Consumer Cellular is trying to Rip-me-off.

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  
  BBB File No. 21083411
  ***************************** (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ***************************** reinstated service on 11/21/23. On 11/26/23, a second account was opened when the customer ordered a new phone online.
  
  On 1/01/24, auto-pay ran for the service dates of 11/21/23 12/11/23 on the original account for $20.33. When the customer contacted customer service via chat on 1/01/24 and 1/02/24, they were advised that they had two accounts with Consumer Cellular and that the payment was for the original account that had been reinstated on 11/21/23.
  
  As the customer stated they would be using the phone number on the new account, we have cancelled the account that was reinstated on 11/21/23 and the payment of $20.33 was voided. The customers invoice for the service dates of 11/26/23 12/23/23 in the amount of $24.69 is due for the new account on 1/13/24.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 01/03/2024

   
  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:01/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/23 I received 2 emails from Consumer Cellular that were contradictory. The first I received said I had requested the service be reconnected. The subsequent email said the service had been reconnected. Since I was satisfied w/ the service I did nothing. Today (12/31/23) I received 2 emails. The 1st notified me that my service had been disconnected! I spoke w/ a "Meriah" beginning at 11:34 am. She told me in addition to authorizing that the service be restables she would have to send me a new SIM card and get a new number! I asked for the call to be escalated. I was connected to a ************ said my service had been canceled. She said my account had been restored. I received another email at 11:44 am saying my service had been reconnected! Not trusting Consumer Cellular I signed in to look at my account, The account still says that my service contract has been cancelled. In addition I have multiple marketing offers from CC (1 of which expires today) not one of which I expect CC to honor. I need help confirming my service and # . I am sending a copy of the complaint to the *** because there is marketing by the company involved.

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  BBB #********
  *********************************** (#XXXXX9695)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by our recent e-mails and contacts. 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 and apologize for any confusion with the several account e-mails received regarding the disconnection and reconnection of the account. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Mr. ************ concerns to the appropriate department for further review and training. On 12/31/2023, the account was reinstated upon request, however, there was not an active phone line on the account, so it was canceled by our systems automatically so that we do not bill for service that cannot be received. On 12/29/2023, we received a request to reinstate the account, but the customer changed their mind, so we disconnected the account. An e-mail is sent every time the account is reconnected and disconnected to notify the customer of changes to their account. 
  
  Upon review of the account, we discovered that despite cancelation requests being received, the phone line remained active in our back-end systems. As of 1/2/2024, after our phone conversation with **************************, the service has been reconnected. We reconnected the account as well as the phone line successfully, so the account will not cancel automatically. ************************** has not been billed for any service that was not received as the phone line has remained active despite account cancelations.  
  
  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: 01/03/2024

   
  Complaint: 21080503
  
  I am rejecting this response because: though the account and phone # has been reconnected at my request (the request was made 7x I might add) it should have never been disconnected.  Ineptitude is not criminal.  It is frustrating and wasteful of time and other resources, however.  I gave the first names of 2 CC employees who gave me wrong information about my account.  ******** alleges that this is a training issue nothing more. Nothing more will happen or change and consumers will continue to receive misinformation and no service unless they complain to the authorities first. The initiative is w/ the consumer.  CC and the BBB could care less.  She further apologies (and begins her response with a word salad) as if an apology will solve anything.  Her apologies are perfunctory and have no substance.  They are meaningless and should not be said because saying an apology serves no purpose (nor does the word salad at the beginning of the response regarding consumer experience).  Though I included copies of marketing offers made by CC in my original complaint, ******** did not offer any response to these (there were 2 offers) which shows that my complaint was not taken seriously or read seriously or comprehended which is what you do when there are no consequences for misleading the public, interrupting service and making marketing offers which the company has no intention of fulfilling.  CC will have no response to any of these issues.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/14/2024

  January 14, 2024
  
  BBB #********
  *********************************** (#XXXXX9695)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand the customers frustration. Forwarding the concerns ************************** experienced with our service will help us to avoid this type of situation from happening in the future. 
  
  Of the attached messages, one is an offer from Chase. As this offer is not from Consumer Cellular directly, any further inquiries regarding said offer should be through Chase. The other marketing e-mail received was to ask the customer to return to our service and a reminder that our plans start at $20 per month before tax.
  
  Thank you for allowing us to address these concerns. Should the customer need further assistance with their account or service, wed be happy to assist. 
  
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21080503
  
  I am rejecting this response because: as usual it begins with a meaningless word salad which has no sincerity or value of any kind.  It is more than a simple training issue which is demonstrated by the response.  This fact is not addressed in the response.  The offer may be from Chase but it also involves Consumer Cellular so I do not see how it can be so lightly dismissed.  After all the stress I have been put through the offer to "return" to CC rings hollow.  Thanks to the BBB for acting as a glorified secretary and carrying CC's water for it.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/23, I purchased an upgraded phone from Consumer Cellular, I am on automatic billing through *********** MC. I was not happy with the purchase ($***** for the phone and $12 shipping) Consumer sent me a return label and I shipped back the phone. Several days later I checked my Consumer account and they were asking me to activate the phone shipped back. I called and told them that the phone was returned and delivered and requested that they check that they had the phone. I was told they couldn't do that and it might take 3 weeks to show in my account(?????). I called Cap One to dispute the charge and they did so. The following month the merchant refunded $***** so there was a hold for $***** which eventually dropped off and a refund from the merchant for *****, A new purchase adjustment was made on January bill for ***** thru Cap One to pay back the merchant credit, but Consumer now is billing me ***** + $5 FEE as if they never got their phone back. I unfortunately shredded the tracking number when I received a letter from *********** that the case was closed. Friday 12/29 I received a call that I owed ***** and an email as well from Consumer ******** *********** told me that the merchant was refunded for their $***** credit. So why are they still charging me for a phone that I returned??? Please help.

  

  Business Response

  Date: 01/09/2024

  BBB 21078675
  *************************** (#*****2836)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with **************** to gather more information and explain further with whats going on. On December 28, 2023, we received notification from the customers credit card company that the customer was disputing the payment of $87.08. As a result, the payment of $87.08 was reversed and applied towards the account balance with a $5.00 late fee. As a courtesy, we waived the $5.00 late fee on December 29, 2023, making the total balance $87.08 due on January 28, 2024.
   
  The customer provided documentation from their credit card company that showed they provided the customer with a temporary credit of $87.08 from the disputed payment. However, it also shows that the merchant, in this case, Consumer Cellular, had also provided a credit of $75.08 to the customer's account. With that, the credit card company advised the customer on this documentation that they were removing the temporary credit of $87.08 that they provided to the customer, not that they were refunding **********************. We explained to the customer that we have not received any funds from their credit card company. 
   
  Regrettably, we were unable to come to an understanding with the customer regarding the balance still owed on the account and has requested Consumer Cellular to Cease and Desist from all contact. 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

  I was on the phone at length with *********** credit card. The information(all credits and debits since October 2023). They informed me that Indeed, I do NOT owe Consumer Cellular any money because the overpayment has not been settled yet. This could take up to ninety days(as per credit disputes -***********. Consumer Cellular is insisting that I pay this money, which will only result in them owing ME money. Since my account with them is closed, I'm sure I will never get my money back 

   

  Y

• Initial Complaint

  Date:12/31/2023

  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 purchased *** *** 11 from consumer cellular it is about 4 months old and it malfunctions all the time. The phones screen freezes up and drops calls. I tried to reset the software as directed by their tech support people to no avail. I was told I would have to buy a new phone. I would like a new phone replacement please at no cost to me.

  

  Business Response

  Date: 01/01/2024

  BBB 21077613
  ************************* (#*****4769)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ************** and further explained that all new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process.
   
  When we spoke with the customer, we performed some troubleshooting steps that resolved the issue, and the customer advised that the issues are no longer occurring. Should the issues return, we've advised the customer to contact our customer service department for further troubleshooting, following a warranty replacement if deemed applicable. 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