Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,484 total complaints in the last 3 years.
470 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/21/2023
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.
Consumer Cellular base station has been failing since September. Initially, power on reset solved the problem. Since early December nothing has worked. Several calls have been made and the shooting department runs me through the same process each time. They have acknowledged issues with their hardware twice but the solution is to continue paying for the hardware and services (none of which are working) until they get a resolution from ***** I am wondering why I must pay for service that is not working???
Business Response
Date: 12/26/2023
December 26, 2023

BBB #********
***************************** (#XXXXX8586)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the service issues experienced with the customers Consumer Cellular Home Phone Base. We have escalated this issue and are currently working to have the service restored to all affected devices. We are working with both the manufacturer and our carrier partner to identify the issue and resolve it as soon as possible. Regrettably, we do not have an estimated time of restoration, however, we can provide appropriate credit when the service has been restored for the time that the device was not working. Currently, we see that ******************** has requested a secure port-out PIN. Should ******************** wish to move to another service provider, the account number and secure port-out PIN should be provided to the new service provider.

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: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 ordered an **** connect and paid ****** for it on Nov 24,2023. A few days later I discovered that the phone dropped calls. Everything else about the phone worked, but I could not have a conversation on it. I called and chatted several times over several days and during troubleshooting the phone completely died. They had me return the phone and sent a new one on Dec 8. It was a few days after that before I actually had it, and then it dropped calls just like the first one. I didn't call since I could still text and just decided to get my other phone repaired and keep that one as a backup. Then, the replacement **** just died and stopped working completely. At this point I am completely without a phone. I called and explained what happened, and talked to supervisor ***. I ordered a new SIM for my ******* repaired phone which is in transit and was told to plug the **** in overnight and call in the morning for troubleshooting and a force start in order to get my money back. When I called this morning 12/21/2023, I was told by a customer rep, and then supervisor ******* that since the replacement **** was not the original phone but a replacement, my warranty that would refund my money had expired since I bought the original **** in November and that they could not send back the second **** and so they could not give me my money back. So they sold me a faulty device, replaced it with a faulty device and after spending hours communicating with them, having half service and no service off and on for a month they refuse to give me my money back. I think this is extremely unfair
Customer Answer
Date: 12/27/2023
I did not get the second phone until 12/12, and it died on 12/20 - 8 days. When it died it was not in use and I rec'd a signal like I was getting a text and when I picked it up it was completely dead. I did not abuse the phone in any way
Business Response
Date: 12/28/2023
December 28, 2023

BBB #********
*************************** (#*****5679)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused when contacting our customer service for assistance with their phone and return eligibility.

When purchasing a phone from Consumer Cellular, for existing customers, the Risk-Free Guarantee period to return a phone for exchange or refund is 14 days from the date of shipment. The Consumer Cellular ************, shipped on 11/26/2023 was within the risk-free guarantee period at the time the warranty replacement was shipped on 12/08/20. However, a warranty replacement is not eligible to be returned for a refund of the original purchase price.

We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what *************************** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded their concern to the appropriate department for further review.

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: 12/30/2023

Complaint: 21041207

I am rejecting this response because: I feel like the business is responsible for the products they sell. If a product cannot be warranted for more than 14 days, and a replacement product then has no warranty then it is not worth purchasing. Consumer Cellular should not promote cheap, faulty products to senior citizens, many of whom are likely lured by their advertising and frustrated by the performance of this device. I expect nothing further from this company regarding this matter, but I am disappointed in their response and will certainly remember their policies in future endeavors. I would strongly suggest customers steer clear of the ************ phone.

Sincerely,

***************************
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.
Originally (9/2021) we signed up for a 250 minute plan from CC at the billing rate of $14.25. Those minutes were more than satisfactory as the purpose of the phone was emergency and seldom used. Consumer Cellular increased that plan without our request even though the allotted minutes were never used entirely for the month. Most recently the bill for December as of 12/03 on autopay was $24.41. I had been told that the bill would decrease after adding an e-mail billing option but I never saw a decrease on the bill. And then very confusing when asking about the bill I was told that if it isn't on the bill, 'that means it was applied.' There have been several times I have been told conflicting information about my billing as if the workers are not properly trained in explaining things or just simply enjoy confusing people. I was told by one worker that I did not need a data plan to send a simple text message and that the data plan was unnecessary, so we removed it. I tried to send a text and it didn't work. The next worker told me that that was incorrect and wanted to increase the billing once again by another **** monthly. This "double speak" is very annoying to consumers and reflects badly on the whole company. The billing cycle on my next bill I was told was to be Jan. 6. I cancelled my service on the 17th of December because I was simply tired of being told contradictory things by their customer service. This is very unsatisfactory especially for a company that reels in so many senior citizens through their marketing ploys. The phone was a simple flip phone which I used less than 10 minutes a month. Do they really think it was worth the $30.28 that they NOW claim I owe them AFTER I cancelled my service (12/17) which was already billed and auto paid $24.41 on (12/03)? Confused? Join the club! They need to be more forthright about billing practices.
Business Response
Date: 12/26/2023
December 26, 2023

BBB #********
************************* (#*****8751)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration regarding the billing process for our service. We attempted to reach out to *************************, however we were unable to reach them.

Consumer Cellular is committed to providing the best value in wireless and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented some changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in our autopay program and electronic billing.

************************* was moved to our new price plans from her 250 Minutes Legacy Plan. The $5 convenience fee was waived as they were already on AutoPay and electronic billing. The customer had also received a promotion when they signed up, which gave them a $5 discount for their first 20 months of service with us; this promotion concluded on the invoice with the due date of 06/03/2023. On 10/26/2023, ************************* changed their plan to include unlimited texting and 1 GB of data for $4.75 a month. The end of the promotion along with the change in their plan brought the total for the service up to $24.41.

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. 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.

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.
So I called Consumer Cellular as a customer with them, because I had roadside assistance. They said they were closed it was 10:30 pm.I was hoping to at least get the phone # to roadside assistance, but to no availability. I had to call the only tow truck available and it cost me ******, to have a tire changed.The next day I called the company, Consumer cellular and they said the information was mailed to me and that it covered a flat tire.All I know is since I had not checked my US MAIL. AND didn't have the number on me and the recording offered no help, that I am out ****** that would have been otherwised covered if I was given information over the phone, by this company I use.
Business Response
Date: 12/21/2023
December 21, 2023

BBB #********
************************* (#XXXXX8222)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ****************** did not have the *************************** number when she had a flat tire. We were able to speak to ************************* over the phone and provide the Allstate Claims Support phone number, **************, to confirm active coverage and request reimbursement for her claim. We have also provided the **************** number, **************, for ****************** to use for future Roadside Assistance needs.

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: 12/22/2023
The information given to me by ******************
On the phone was WRONG.
WHAT A NIGHTMARE
Initial Complaint
Date:12/20/2023
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.
We had consumers cellular our bill was paid up and we canceled the service. They sent us a bill for 100. They are saying that it is for the service that we are not using. They up the bill every month a couple dollars. They have lied about everything.
Business Response
Date: 12/22/2023
December 22, 2023

BBB #********
*********************** (#xxxxx5591)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Mr. ******* account was cancelled as requested on 12/16/23 and he is not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The customer is only charged for the time the account was still active. If the account was cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was active. Rest assured that the customer is not being charged for service after the cancellation date.

The last payment received on this account was $123.04 on 12/12/2023 which paid for the invoice service dates of 10/24/23 to 11/23/23. The balance due on the account currently is $100.60 for the service dates of 11/24/23 through 12/16/23, the date of cancellation. During this last billing period, the account used 564 minutes, 770 text messages, and 75.98GB of data. Due to the usage, the charges remain valid and due.

The customer can review their monthly statements by logging into their online account at www.ConsumerCellular.com/login and selecting the Menu (three horizontal lines) in the Billing section and clicking on "Go to Billing". The invoice copies are located in the lower right corner of the page and organized by month. The invoices service dates will be listed on page two, under Monthly Summary.

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: 12/22/2023
We were Pais up till 12/24/23. If we were behind they would have shut us off. We would pay for the 10 days which still isnt fair since its not a contract supposedly but I don't think 100 is a fair price since we pay 124 for a whole month.
Initial Complaint
Date:12/20/2023
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 cashed my check for full monthly payment of $42.29 in july 2022. they began charging me, adding "past due balance" of $12.13 and credited the *** of $30.16. i spent many many hrs with customer service, including a young man who said "i can't help you and hung up on me and another who said, "there are no supervisors here. they're busy doing more important things." one young woman did spent over an hr with me going back for more than a yr on all my statements trying to find where i "owed the amount of $12.13 and it was applied" she found none and still they would not admit an error and finally cut off my service after trying to extort that $12.13. i finally gave up 4 mos ago after wasting $60 on their new phones which they tried to claim were given to us FREE.
Business Response
Date: 12/20/2023
December 20, 2023

BBB #********
******************************* (#*****3769)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ******************************* is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation.

Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 05/23/2023. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 05/23/2023 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
Customer Answer
Date: 12/20/2023

Complaint: 21033912

I am rejecting this response because: this is exactly the type of runaround response they gave me for months totally ignoring the issue presented. it is so easy for consumer cellular employees just to reiterate over and over that there is a balance instead of addressing and correcting the problem. i repeat; they cashed my check for the full amount of $42.29, as shown by bank statement and attested to by bank employees, but credited my account for only *********** unable to show a previous owed balance for the amount mat going back 2+years ----that is what left the balance in question of $12.13. why do they refuse to even acknowledge this???? are they in the practice of stealing money from customers by simply claiming repeatedly "unpaid balance ."

Sincerely,

***********************************
Business Response
Date: 01/23/2024
January 23, 2024

BBB #********
******************************* (#****3769)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand the answer provided is not the answer the customer was seeking; however, as valid usage was reported, our position has not changed. ******************************* will need to contact PCS at ************** for all payments, arrangements, negotiations, or questions about the balance.

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: 01/25/2024

Complaint: 21033912

I am rejecting this response because: consumer cellular has no documentation or proof of when/month and year of this money owed. information from a credit agency is ridiculously redundant-- cc obviously has no evidence of any month and year of money owed. consumer cellular is a thief and a liar and obviously will not return ill-gotten money choosing to be big company taking advantage of a customer because it is a small amount-- but they do this to enough people and their thievery adds up becomes soiled profit.
someday they will get their due justice and may god have mercy on their souls.

Sincerely,

***********************************
Initial Complaint
Date:12/19/2023
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 terminate my Consumer Cellular Service in late October 2023. They told me I owed $38,79. I sent them a check for $40,00 *** 11/3/23 which itibank confirmed they cashed on 1/11/23,. The check was markedpaid in full. I have always paid them $200.00atatje to cover approx. 6 months of service My problem started because their incompetent employee didnt not use the right codes to close my account.My daughter and her husband spent many hours with Apple who refused To add me to their account.That is when we became aware of this Nightmare. Since hey didnt close it Consumer Cellular is demanding an additional $20.00daily . The twill not let me speak to a supervisor or just view the tapes.Im a 90 year old. Woman with and excellent FICo score. This daily harassment must. Be stopped.
Business Response
Date: 12/21/2023

December 21, 2023

BBB #********
*********************** (#XXXXX8662)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of any confusion surrounding final billing. Unfortunately, we were unable to discuss these concerns with ************ directly. In good faith, we have adjusted the final billing for her account and set a payment arrangement so that further late charges would not be added to this balance until 1/27/2024.

On 10/24, the service account was closed on request. There was a balance of $36.78 which had already been invoiced for service received from 9/22/2023 to 10/21/2023. As Consumer Cellular bills in arrears, a small invoice of $12.81 was generated on 10/27 for service from 10/21 to the cancelation date of 10/24. This invoice was sent via mail. We did receive a payment of $40.00; however, at the time of payment, the amount due was $49.59. On 11/8, ************ contacted us to port out her phone number to another provider, so the service was reactivated for a single day. Charges of $11.88 total were due for this day; however, we have adjusted all charges other than those for service from 10/21 to 10/24. This leaves a remaining balance of $9.59.

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:12/18/2023
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.
Charged me $159 for "late return" of a defective phone. Told not received and then told received a day late. Not my fault and no control over ***** Want charges reversed now. Told many different stories.
Business Response
Date: 12/27/2023
December 27, 2023

BBB #********
*********************** (#xxxxx2826)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ************** contacted us on 11/13/23 to complete the troubleshooting on his phone that would not charge. It was replaced under warranty, and the replacement device was delivered on 11/18/23. The new device was activated by the customer on 11/27/23.

As part of the warranty process, the old phone is sent back to Consumer Cellular. If it is not received back, the customer is charged the cost of the replacement device. Unfortunately, the old device was not returned in time, and a charge of $159 was placed on the account on 12/5/23. The old device was not received back until 12/23/23.

The old devices return was processed on 12/27, and a refund of $174.67 was given in error to the card used for the original purchase. As ************** is keeping the warranty replacement, no refund is due. Because of this, the charge of $159 for the warranty device is still valid and due. The customer has a total of $201.92 due 1/04/24.

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: 12/27/2023

Complaint: 21023816

I am rejecting this response because: it was not my fault return was late. I will not pay $159. Got a refund which I did not pay. **************** not knowing what it is doing.

Sincerely,

***********************
Business Response
Date: 01/15/2024
January 15th, 2024

BBB Rebuttal #********
*********************** (#xxxxx2826)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As part of the warranty process, the old phone must be returned to Consumer Cellular by a certain date. If it is not received back, the customer is charged the cost of the replacement device. Unfortunately, the old device was not returned in time, and a charge of $159 was placed on the account on 12/5/23. The old device was received back on 12/23/23.

However, the old devices return was processed on 12/27, and a refund of $174.67 was given in error to the card used for the original purchase. A refund should not have been given; only the $159 charge should have been removed from the account. As ************** is keeping the warranty replacement, no refund is due. Because of this, the charge of $159 for the warranty device is still valid and due to compensate for the refund that was provided. Without this charge, it would be like the customer gets two free phones. The customer had a total of $201.92 due on 1/04/24. This payment was processed through the online account as of 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: 01/15/2024

Complaint: 21023816

I am rejecting this response because: still think getting punished as a senior with disabilities. Paid stupid bill and will switch carrier ASAP
Horrible, hope $ 159 means more than a potential long time customer
I am done

Sincerely,

***********************
Customer Answer
Date: 01/15/2024

Complaint: 21023816

I am rejecting this response because: still think getting punished as a senior with disabilities. Paid stupid bill and will switch carrier ASAP
Horrible, hope $ 159 means more than a potential long time customer
I am done

Sincerely,

***********************
Initial Complaint
Date:12/17/2023
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 trust this message finds you well. My name is *****, and I am reaching out regarding concerns I have encountered as a Consumer Cellular customer. My account number is *********, and I had two mobile lines with Consumer Cellular.On February 13, 2023, I informed Consumer Cellular of my intention to cancel the line ending in **** as I was switching to another service. Despite the notification, I continued to be charged until April 18th, with the explanation being that it took a while to port out the line.Subsequently, on September 10, 2023, I notified Consumer Cellular of my decision to cancel the line ending in ****. Despite being explicit about the cancellation date, the line was terminated five days later on September 15, 2023.To compound the issue, I incurred charges from Consumer Cellular beyond the specified cancellation date. Additionally, these charges were not authorized on my credit card. I have engaged with Consumer Cellular, particularly with ************** in their *********************************************** via email. Unfortunately, despite my efforts, she has declined to issue a refund.The total refund amount owed to me is approximately $93.30, calculated as $40 per month for two months plus $1.33 for ten days.I am reaching out for your assistance or any advice you can offer in this matter. Your time and consideration are greatly appreciated.Thank you in advance for your help.
Customer Answer
Date: 12/19/2023
Hi,
Consumer Cellular called me earlier this evening. The case is now settled. Thank you for your help. The BBB is fantastic and has always delivered.
Thanks
*****
Business Response
Date: 12/20/2023
December 20, 2023

BBB #********
********************* (#XXXXX7817)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ********************* to discuss their concerns regarding two of their most recently active lines on their Consumer Cellular account and explained how our service is billed. ***** wanted to clarify the cancel date of a line that they assumed was canceled on 2/13. This line's cancellation date was delayed however, we changed the cancel date to 2/13 and ensured ********************* was not charged for any time past that date.

Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. The recently active line shows a port-out request on 9/10; however, it was not officially confirmed until 9/15/23, which was the official cancellation date for his Consumer Cellular account. We explained that there may be delays in the port out process, which is why ********************* line did not cancel until 9/15/2023. Therefore, the charges are valid. ********************* account has a balance of $0, and they will receive no further invoices from Consumer Cellular.

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. 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.

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:12/17/2023
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.
About 2 years ago ***************** messages made on this account by 5 individuals whom now deceased our family held dearly ******************** exchanged phone for emotional security rellivng joyful moments through it not actually using phone because using our own services for calls usage increased on phone per consumer yet calls went straight to voicemail for 6+ mths sim issues per consumer told would mail 1 on 2 occasions advised usage increased on phone calls could not be made intimidated us to think messages could be destroyed ****** services not rendered we bought new phone/ sim still being billed other carriers technicians advised phone good sim card corruption if port loose messages COMPLAINED AGAIN to more non- technical individuals from target at 3 -6 different locations WE REPEDLY ASKED if purchased & changed sim would this effect voicemail greetings ADVISED NO we're prepared lower rate just keep voicemail, greeting last rep insinuate we did not purchase our new device pick up & service at same location degrading over talked verbally installed as if he would show us in retallation we now seemly have new voicemail service the tears and broken hearts can not be mended for such and unnecessary and intentionally action I do not know what to do I almost drove off the road when i called the phone and heard no voicemail had **** set up for this phone I am typing in tears I usually file complaint so others can see how a company treats its consumer to k ow this company over changed does not properly assist its elderly makes them go to target to be assisted by under trained rude retailing employees is horrible I hope all people like myself that geyts this company for elderly family members thinking they care are warned this has been an unacceptable experience and i frel helpless betrayed decived insulted racially and age repelled and this is all that can be done and will probably be advised of unemotional empathy and excused by your company
Business Response
Date: 12/22/2023
December 22, 2023

BBB #********
********************************* (#XXXXX2805)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear about the loss of Ms. ********** voicemail greeting. Sadly, we were not able to reach her directly to address these concerns.

We understand the importance of having ties to loved ones who have passed away and are sad to hear that her voicemail greeting was lost when changing phones. The reason the voicemail greeting was lost was because of a change in the type of voicemail box between the previous phone and new phone. While we are unable to restore the voicemail greeting, we value our customers and want them to have the best experiences possible with our customer service and products and apologize that this is not what was experienced. We appreciate the feedback shared and have forwarded the concerns to the appropriate department for further review and training.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Consumer Cellular is BBB Accredited.