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: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.

  I recently changed to consumer cellular and cannot respond to texts because it has too many people in the group. I need to respond and contacted cc and was told this was a parent company decision and nothing can be done. I need for my service to be able to handle this many people in a group. I do not want to add an app so this is possible. I tried to contact the parent company but was not able to do that.*************************

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
   
  Better Business Bureau #********
  ************************* (#XXXXX4577)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with *************************. Per a previous call she had placed to us, she wants to be able to text more than 10 people in on group text. Unfortunately, due to limitations placed by our parent carrier AT&T, this is not possible. It was suggested to her that she download a social media app so that she can do this.
   
  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: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.

  Some months ago I moved into a new apartment. Every time I try to use my phone in my apartment, I have garbled conversations, conversations fading in and out, dropped calls, and people who are calling me can't hear me. I have called Consumer Cellular repeatedly for assistance with this problem but have gotten no resolution or correction of the problem. I have already had Consumer Cellular walk me through the standard troubleshooting steps of downloading new software to my phone and "reconnecting" to the network. The problem only occurs when I am in my apartment. I'm fine in other locations. My roommate has no problem using her phone in our apartment. I'm fed up with calling Consumer Cellular for assistance and being taken through the same steps that do not correct the problem. I need someone from Consumer Cellular who is a technical expert and can actually troublehsoot and correct the problem. I asked to switch carriers thinking that might solve the problem but was told the only carrier Consumer Cellular contracts with now is **** so there is no other option. I was also told that I should get a new phone, but I know the issue is not my phone because I don't have the problem when I am away from my apartment. If Consumer Cellular can't correct the problem I would like a refund of the amounts I have paid them since moving into my apartment.

  

  Business Response

  Date: 01/03/2024

  BBB 21074615
  ************************* (#*****6995)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ******************** and apologized for hearing that she is experiencing issues with her service. We sent reconnections over the air to her device to help clear the cellular cache that *** be causing connectivity interference that can result in dropped calls. To receive this cellular reconnection, we had her turn the device off for 60 seconds and then turn it back on to obtain a clearer signal to the nearby towers. We also walked her through enabling **** calling to assist in the phone call quality while she is at home and sent a new SIM card to see if this can also result in a fresher connection to the towers. ******************** has been advised to contact us so that we *** activate the new SIM card once it arrives.
   
  We further explained that structural materials such as concrete, brick, stucco, and aluminum siding can cause signal interference with the towers. This could prevent calls from coming through or allow the ability to make calls. If she finds that she gets better service in one part of the home, then she *** want to consider keeping the phones in that area. Some homes do have dead spots where a cell signal just cannot connect. Anytime that she *** see ********************** or Emergency Calls Only, try powering the phone completely off and on near a window or outside to reconnect.
   
  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: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.

  Consumer Cellular (CC) disconnected my phone services before I received the *** card to activate my phone. My services were disconnected from Metro on Christmas Day. I had no access to a telephone, and didn't realize my phone was disconnected until I couldn't dial out. When I went to have my services connected, I was informed that my phone number no longer existed. I had to use someone else's phone to contact Consumer Cellular, and Consumer Cellular informed me that there was nothing they could do. When I went to my original carrier, Metro, they weren't able to find my original phone number. I was told it had been deleted. I had to purchase two new phones with two new phone numbers because my grandson and I were on the same plan. I had to speak with at least four (4) csr, and two (2) managers. First I was told my phones were compatible, and I was just waiting for CC to send the *** cards. I received the *** cards after my services were disconnected. CC informed me after my phones were disconnected that my phones are not compatible. I need CC to refund me the total amount I had to pay to get phone service, two new cell phones, and the anxiety and anguish I suffered as a senior citizen with health issues. What if I had suffered a medical emergency! I had no telephone service for two (2) days, no one able to contact me, and not being able to make contact at all, especially on Christmas Day!

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
   
  Better Business Bureau #********
  *************************** (#XXXXX5827)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with *************************** today. We did refund her $5 shipping charge for the free SIM cards that she ordered. However, we are unable to compensate her for the purchase that she made with Metro PCS.
   
  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: 01/04/2024

   
  Complaint: 21073999
  
  I am rejecting this response because:  Consumer Cellular has not taken responsibility for disconnecting my services.  One of the numbers they disconnected has been in service for many years, and is connected to a business.  Consumer Cellular disconnected my services during the holidays.  I was informed by Consumer Cellular that the two (2) cell phones were compatible, they should have checked to make sure before they disconnected my services.  I had to pay over $300 out of pocket, post Christmas, to get new cell phones.  I believe they should not only pay for the anguish and stress they have caused me because of their negligence, but also return the money I had to pay for two (2) new cell phones and services to make me whole again.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/16/2024

  January 18, 2024
  
  Better Business Bureau #********
  *************************** (#XXXXX5827)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with *************************** today. We apologize for the frustration ****************** has experienced. When her order was placed, we did check the IMEIs of her phones to check for compatibility. As long as the phone is unlocked, GSM, and VoLTE capable, we are more than happy to give it a try. Please understand that while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service. We do have a Trade-In Program if customers decide to purchase new phones through Consumer Cellular.
  ****************** did take advantage of our risk-free period. This allowed her to cancel her service and all service charges were waived. Sadly, when requesting her phone numbers for transfer, Metro PCS could not locate her numbers and we had to provide the customer new numbers. If she would like to retain her original numbers, we can reinstate service prior to January 30th to allow Metro to complete a port-out. ****************** would need to contact Metro PCS for assistance with submitting the port-out request.
  While we understand that ****************** requests a refund for the phones she purchased through Metro PCS, the money that is spent with another company is beyond our scope of support. We will not be refunding her phone purchases.
   
  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: 21073999
  
  I am rejecting this response because:  I had to purchase two (2) new phones for over $200. 

  I believe Consumer Cellular should not have turned off our phones until they were sure the phones were compatible.  This has caused and is still causing serious issues because I have had the same cell phone numbers for many years.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/28/2023

  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.

  11-6-23 I realized my husband's line was being billed for 'roadside assistance' - no one would have ordered this - my husband is disabled & does not drive. I called CC & was told a lead staff person, *******, would call me back to discuss.11-17-23 after no call from CC, I called again & spoke with a rep & another lead staff person, ****, about requesting a refund for this erroneous charge. ***** was to call me back but he never did 12-5-23 (approx) I sent a complaint to CC website at the BBB's urging. I received an email back asking that I call them back (strange how NO ONE will take the time to call me--I have to do all the calling). 12-14-23 I spoke with a rep & another lead staff person ***************************** in ******* call center. He was to 'investigate' & call me back......today is 12-28-23 & I have yet to hear from anyone.The roadside assistance came on our bill in Dec 2020 & billed approx $3.00 a month that month & all of 2021, 2022 & until 11-6-23. While this is not a huge amount of money (approx $110), there is a principle involved. We would not have added the roadside assistance due to my husband being disabled & I just cannot get these people to call me back with a response. My guess is they are hoping I will go away but again.......there is a principle involved here.My expectation is to receive a total refund for the entire charge for approx 3 years.They will loose me as a customer due to their poor customer service.

  

  Business Response

  Date: 12/29/2023

  December 29, 2023
  
  
  BBB File No. 21068584
  ************************* (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *************************** account reflects that Roadside Assistance was added per the customers request on 12/16/20 and was cancelled on 11/06/23. The customer received monthly invoices reflecting the $3.00 charge and Roadside Assistance was available for use during this time. While we cannot refund the full amount, as a courtesy, we have applied credits totaling $38.32 to their account and the balance due on 1/03/24 is now $20.96.
  
  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:12/26/2023

  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.

  Consumers cellular has a sim lock on my phone and denies having it locked. I have paid for this phone outright, it was never owned by them and they have no right to keep it locked. I do not have any outstanding balance with them either. They deny its locked but apple, ************** and third party imei websites all show its consumers that has it locked. The customer service reps have been rude and deny its their problem. I have a $1500 brick at this point.

  

  Business Response

  Date: 12/29/2023

  December 29, 2023
  
  Better Business Bureau #********
  ************************* (#XXXXX5609)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak with ************************* today. After confirming the **** with her for the affected device, we were able to unlock it for her. 
   
  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:12/23/2023

  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.

  A few years ago, I bought a cell phone from Consumer Cellular, because I could get a discount for being a member of AARP. I have enjoyed having the phone, as I live alone and could call and text my friends and family in other parts of the state and country. I owed Consumer Cellular a bill for $63.43, and my service was cut off. On Tuesday December 19, ****, I mailed them a money order for $30, and then Wednesday December 20,****, I mailed them a money order for $34,43, so, I am paid up, but still have no service When I call and speak with them, they say they have nor received my payment yet. The numbers I call are ************, and ************ My cell phone number is ************ and my accont number with them is ********* Please speak with someone at Consumer Cellular and tell them my bill is paid and I need my phone thurned back on

  Customer Answer

  Date: 12/24/2023

  Consumer Cellular contacted me  and they opened my cell phone, so we can delete the complaint

  

  Business Response

  Date: 12/26/2023

  
  December 26, 2023
  
  BBB #********
  ***************************** (#XXXXX9711)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 12/24/2023, we spoke with ****************** directly over the phone. In good faith, we have reconnected his service with the expectation that the full payment will be processed by 1/1/2024 by setting up a payment arrangement. ****************** has indicated that his payments were mailed on 12/19/2023 and 12/21/2023, adding up to a payment in full. This payment arrangement should allow sufficient time for these payments to be processed, but should the payments not finish processing by this time, the service may disconnect until they have. 
  
  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: 12/26/2023

   
  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:12/23/2023

  Type:Sales and Advertising 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.

  A few months ago, I wanted to get phone service and decided to go to Consumer Cellular. After 24 hours, I decided to close my account as I wasn't ready just yet to have a landline phone; only for months later to suddenly get spammy emails from Consumer Cellular informing me that I had to pay $31.84 or risk being sued and have my debt sent to PCS. In addition, because I was being threatened by a mobile company like Consumer Cellular almost before Christmas Day, it was completely disrespectful and out-of-taste.

  

  Business Response

  Date: 12/26/2023

  December 26, 2023
  
  BBB #********
  *********************** (#XXXXX0197)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, we were not able to contact ****************** directly to address the concern. We apologize for any concern our messages caused. On 8/9/2023, Consumer Cellular received a notice that the payment for $31.84 was returned by the bank and so the $31.84 was applied as a charge to the account. When checks are returned by the bank, the funds are reversed and a late fee is applied. The late fee is $25 per returned payment. Our Risk-Free Guarantee policy canceled out the charges except for the additional fees. On 12/26/2023, we removed the returned payment fees and late fees, so the account balance is now $0 and it will not be sent to Collections (PCS).
  
  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: 12/26/2023

   
  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:12/23/2023

  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.

  After cancelling Consumer Cellular service on December 19 I received an email invoice from Consumer Cellular on Dec. 23 denoted the final payment as "Past Due" both in invoice heading and in the first line of test of the email. The actual due date of the invoice is January 1. Account was by set up and always continuously paid by autopay. On Dec. 20 I again confirmed and authorised payment of the final invoice with Consumer Cellular staff. However, after receiving the erroneous notice I again called and paid the January due amount by phone with Consumer Cellular Dec ********************************************************************** two conversations with Consumer Cellular staff on Dec.23 staff repeated they had no idea why the email was sent as past due. More importantly, they said they lacked the ability to correct it, or to notify anyone in in Consumer Cellular to send a email correcting that representation although I have requested it repeatedly. Consumer cellular staff conveyed that my payment history with them was perfect, as I would have expected.I consider misreporting the status of billing a serious matter. I request that Consumer Cellular examine this issue, correct the basis for its origin in their system, and provide written confirmation of the correction of this invoice and any of the record invoice to **** find the assertion that no one within Consumer Cellular staff has the ability to correct a mistake, unbelievable. Disclaiming any responsibility, perhaps externalizing it to the Better Business Bureau or others, seems like a doom loop strategy for any company.

  

  Business Response

  Date: 12/27/2023

  BBB 21051250
  ********************* (#*****7592)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with the customer and allowed him to express his concerns; we assured him that the account never went past due and apologized for the confusion. The customer also requested that we send a written correspondence via email and a letter explaining that he is not past due, to which we have done.
   
  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:12/21/2023

  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.

  Back in 2020 I purchased a cellphone for use with consumer cellular from target and when I was setting up the phone I had instructed the representative that I wanted the protection plan on the device for repairs/replacement should it ever be needed and now 3 years later I am trying to replace my phone due to a screen crack and I keep getting the run around from multiple supervisors that say oh well we can't seem to find the protection coverage for your device and a female supervisor ********* went so far as to basically call me a liar by saying are you sure that you bought the coverage or even asked for it and I said yes I ordered the coverage and she even tried to reword the question multiple times to see if my statement/story would change and I finally called her out on it by saying to her that I knew what she was trying to do and that it wasn't going to work.she then told me well I will give you a call back in 24 hours because I have to go back to the initial phone call for the phone set up from 3 years ago .so the call I was supposed to get from ********* should've been on 12/19/2023@10:45am and still haven't got the call 3days later and I keep calling in to consumer cellular and they said that the info still had been reviewed yet and that all they can do is wait til it gets reviewed and that's all I can do is wait for them to call me back or I was told I can just BUY a new phone and this treatment is not acceptable at all especially since they can take your money fast enough to set up new service or suspend your service fast enough if you miss a payment . I even explained that I'm an E.M.T. and rely on my phone as does my employer since I'm on call **** so I can't just deal with a broken phone and hope that it will remain functional when truly needed. Please help

  

  Business Response

  Date: 12/27/2023

  December 26, 2023
   
  BBB #********
  ********************* (#****5153)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were able to speak to ***** today over the phone. Unfortunately, we were unable to replace their device via protection plan on that call.
   
  We understand that anticipating a protection plan on the device and finding out that the plan was not added can be frustrating. Sadly, when the phone was activated on September 10, 2020, the Allstate protection plan was not added to the ******** ************* After reviewing the account, we can also confirm there have been no monthly charges on the customer's invoices that would indicate the phone is covered by a protection plan. While we understand the frustration, it is also part of the customers responsibility to review their invoices and account thoroughly. We are only able to add protection plans to a phone within 30 days of its purchase, as long as it is in like-new condition. Regrettably, the timetable of this issue places it outside our scope of support. We apologize for any inconvenience.
   
  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

  the matter was NOT resolved by consumer cellular and they dragged their feet and strung me along for over a week and kept trasferring me from one supposed supervisor to somene else identifying themselves as a  supervisor and this happened roughly 5 times and they said that they were not willing to or going to help me out with my situation even after i said that i would be more than willing to meet in the middle for a mutually productive and positive outcome i even offered to reach back out to the bbb and retract my initial complaint and have the complaint listed as closed and satisfied but that never transpired and i still have a broken and damaged phone that i require in my job as an E.M.T. i was actually told that ' i would just have to go out of pocket and purchase a NEW phone" .

• Initial Complaint

  Date:12/21/2023

  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 Friday 15 December 2023, I underwent short notice surgery to correct an infection in my left hand. It was supposed to be same day surgery however, my surgeon directed me to remain in the hospital for the weekend. Later in the evening, I received an email alert on my phone from Consumer Cellular, informing me that I had exceeded the 1 Gb of high speed data allotted by my plan. This was HIGHLY unusual, since I NEVER use that much data on any given month. My phone subsequently stopped receiving text and emails from friends and relatives anxious to determine why I was in hospital. The following morning (16 Dec), I spoke with "*******" at Consumer Cellular, and she directed me to turn off the data option in my phone's settings screen. I ensured my phone was connected to the hospital's wi-fi. After hanging up with "*******" and waiting for a few minutes, I discovered my phone STILL was not receiving text or emails. I contacted Consumer Cellular again and spoke with "*****". She coerced me into paying for a 5Gb plan - ASSURING ME THAT AS SOON AS I WAS RELEASED FROM THE HOSPITAL, I COULD CALL CONSUMER CELLULAR AND REVERT TO MY NORMAL 1GB PLAN. I did this and again ensured the phone was connected to the hospital wi-fi. The phone still didn't work. I waited until Monday 18 Dec 23 before contacting Consumer Cellular again. I spoke with "*****" who helped me troubleshoot the phone and re-enable the data setting. When I returned home on Monday night, I contacted Consumer Cellular again, speaking with "*******". He explained - DESPITE WHAT "*****" HAD TOLD ME, THAT I COULD NOT REVERT BACK TO MY 1GB PLAN. I ASKED TO BE TRANSFERRED TO A SUPERVISOR AND SPOKE WITH "*****". ***** WAS VERY ****, RUDE AND UNPROFESSIONAL. HE FLATLY TOLD ME THERE WAS NOTHING TO BE DONE AND REFUSED ANY ASSISTANCE.I am a 90% service-connected disabled veteran, living on a fixed income. I can ill afford service fees directly associated with training Cons. Cellulars "help" desk techs

  

  Business Response

  Date: 12/26/2023

  December 26, 2023
   
  BBB #********
  ***************** (#XXXXX1782)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke to *** on the phone regarding his concerns with being unable to use text and email while he was in the hospital. We were sorry to hear that *** had an unsatisfactory customer experience when he contacted us to resolve this issue. We explained that we appreciate the feedback *** has provided and that we are following up as necessary with coaching to ensure we do a better job providing our award-winning customer service for *** in the future.
   
  Consumer Cellular offers two different types of service: The minutes are on one plan, and unlimited texts and data services are combined on the Connect Plans. Should the customer exceed their plans limits, their plan would automatically be upgraded. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage. Customers may change their plan each month based on the usage. *** opted out of the automatic upgrades so once he reached the plan limit, the data speed was reduced for the remainder of the billing period. Since text message and emails use data, this impacted Jims ability to receive those messages. This is why *** was advised to upgrade to the 5GB Connect Plan for the current bill cycle to restore text and data.
   
  We have restored *** to his 1GB Connect Plan effective 12/27/23. We also issued a $5.00 courtesy credit to offset the difference of upgrading to the 5GB Connect Plan for that bill cycle since *** continued to experience issues while in the hospital. We confirmed that *** is currently able to text and email, understands his next bill, and understands how to benefit from automatic upgrades and flexible month-to-month plans going 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: 12/26/2023

   
  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,
  
  *********************