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:12/17/2023

  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.

  I have been a Consumer Cellular customer for several years as well as being approved to purchase several phones for me and my wife. During the last several months (3-5 months). I starting having Financial issues as I had gotten behind on paying my rent with a Magistrate ***** ruling in Raleigh County, ************* with a court eviction on December 19, 2023 for unpaid rent in the amount of $2616, I have a current outstanding bill from Consumer Cellular for $781.15. I spoke to a customer Service Representative about 11:30 am today, December 16, 2023. I advised him that I made two calls to Consumer Cellular requesting services be suspended to allow me to catch up, The calls were about 2-3 weeks apart and the phones were left on and not suspended as I had pleaded to them. I don't know if the workers were new and not sure not to handle the matter. I again called a customer service person who reviewed my recorded, tried to connect to collection and advised me their was a 10 minute wait, he tried twice and stated he had left instructions for collection to call me. I assume it is with their own in house unit. They didn't call. Please help.

  

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  BBB File No. 21017740
  ************************************* (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. 
  
  The customers account was suspended due to non-payment on 11/02/23. When the service was not reinstated within 30 days, the lines of service were automatically cancelled. As the EasyPay agreements had not been paid in full for their two ******* Galaxy S21 FE phones, the remaining EasyPay balances of $168.00 and $252.00 were added to the account balance. 
  
  As a courtesy, we have applied credits totaling $93.55 to rerate their data on their last four invoices. The balance due on the account is now $687.60; $420.00 for the EasyPay plans and $267.60 for the service dates of 8/06/23 11/02/23. As we did not receive a request to suspend or cancel service and usage reported through the suspension date, the charges remain valid. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21017740
  
  I am rejecting this response because:
  I appreciate their efforts to work with me as I want to pay the balance on the outstanding cell phones
  Consumer Celluar failed twice at my request to suspend my services as I have stated to them recently. They must acknowlege this as it is a focal point. They have provided wonderful service and I want to work out issues. I plan to send them $300 when I get Paid in Jan.1, 24 as my comittment to get services restore

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

  Customer Answer

  Date: 12/26/2023

  I did ask twice to suspend services and they did not listen to me 

• 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.

  When I signed up for Consumer Cellular *************** switching 2 lines, I was advised: 1) I would get 1 month free 2) They would offer to finance the purchase of 2 iPhones and roll it into the monthly service 3) Their network coverage was as good or better than all other carriers. None of these promises were kept. I reached out to them numerous times for the free month and they kept asking me to wait for the next billing cycle. I was ready to purchase 2 iPhone 15 Pros, but they declined to finance it, saying I would have to wait until May ****. When I pointed out I have offers from other carriers to do this, the CC rep told me to go to those carriers, so that is what I just did. I switched my service for reasons cited + the poor network coverage. Sitting in my 5th floor apartment with a clear line of sight, I am barely getting 1 bar on CC phone. I am getting 5 bars on my business Verzon phone. In addition to the refund, I want Consumer Cellular to stop charging my credit card. They just posted another $2 fee which appears to be some residual for partial service. But I should not be charged any fees since I switched during the first week of December.

  

  Business Response

  Date: 12/17/2023

  December 17, 2023
  
  BBB File No. 21017643
  ******************* (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.
  
  Based on the customers credit score and/or payment history their account would be eligible to purchase equipment using EasyPay on 3/31/24 as long as all payments are received on time. 
  
  As it pertains to service coverage, all cellular service providers face the same challenges. Per the nature of the signal itself, it may be impacted by many things; a towers transmission limitations, weather, terrain, trees/foliage, in-building/in-vehicle use and even network capacity constraints are just a few. More remote or rural areas also tend to have fewer towers and this can result in less consistent coverage as well. It is also true that while inside a home, cellular connectivity can be further impacted by the building materials of the structure itself. Some of the more problematic materials are brick, cement, aluminum siding/roofing or stucco. As ******************* is in an excellent coverage area with four towers within two miles of their home address, the issue could be with the building materials of their home.
  
  The 2nd Month Free promotion was added to their account on 10/10/23 and was applied against their invoice dated 12/08/23 and they were only responsible for $2.72 on that invoice. As a courtesy, we have applied credits totaling $65.96 to the account to rerate their data plan to 5GB on their invoices. After their final invoice, the account has a credit balance of $47.85. We have submitted a refund request for this credit balance and refund checks are printed every 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: 12/18/2023

   
  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:12/15/2023

  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 am my mothers power of attorney. She is elderly and I called to pay the bill. They wouldnt take the payment from me. I told them to turn the phone off. We switched providers. They never turned the phone off, she is still receiving bills. The phone should have been turned off months ago. I called to discuss bill and they said I had to send POA paperwork. Fine. On hold 20 min. They said her account was sent to collections and there is nothing they can do about it. I refuse to pay the bill ABs I feel they sure being completely unreasonable about it.

  

  Business Response

  Date: 12/17/2023

  December 17, 2023
  
  BBB File No. 21012246
  *************************** (No Account Found)
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, based on the information provided in the complaint, we are unable to locate an account. If *************************** would provide the cellphone number or account number with **********************, we would be happy to research and respond to this issue.
  
  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:12/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my bills double every month and Consumer Cellular has been double charging my account every month. I am suppose to have unlimited calling and internet service for ***** a month yet I have been over charged every month and havent received a monthly bill as Im supposed to receive. Instead Im receiving double billing and I refuse to be overcharged and I wont pay your ******. If this isnt changed I will file a class action lawsuit, as Im sure they are doing this to others as well.

  

  Business Response

  Date: 12/15/2023

  December 15, 2023
  
  BBB File No. 21010557
  *************************** (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.
  
  ********************* billing cycle begins on the 12th of the month and ends on the 11th of the following month. Their invoice generates on the 14th and is due on the 1st of the next month. When their invoice generated on 11/14/23 for the service dates of 10/12/23 11/11/23, payment had not been received for the service dates of 9/12/23 10/11/23, the balance forward of $59.43 was included in the balance due of $119.64. As payment was not received for the balance due of $60.21 for the service dates of 10/12/23 11/11/23, this balance was carried forward on the invoice dated 12/14/23. The total due on this invoice is $120.95; $60.21 for the service dates of 10/12/23 11/11/23 and $60.74 for the service dates of 11/12/23 12/11/23. ****************** can confirm the dates of service beginning on page 2 of each invoice. 
  
  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: 12/16/2023

   
  Complaint: 21010557
  
  I am rejecting this response because: here are the proof all statement were paid and now in December they are fraudulently over charging me and double charging me and they need to adjust their billing or face a class action lawsuit 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/19/2023

  Now for December they are double charging me for payments that were already paid. I refuse to be held for ****** and will file a class action lawsuit if they dont fix their billing asap

   

  *************************;

  
  

  

  Business Response

  Date: 01/04/2024

  January 4, 2024
  
  BBB File No. ******** Rebuttal
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding ********************* rebuttal 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. 
  
  ****************** has not been double billed. The last payment we received was $59.43 on 11/15/23 for the service dates of 9/12/23 10/11/23. ****************** can confirm the dates of service beginning on page 2 of each invoice. 
  
  The balance due on ********************* account is $145.55 and is broken out below:
  
  $24.60 for prorated service dates of 12/12/23 12/20/23
  $60.74 for the service dates of 11/12/23 12/11/23
  $60.21 for the service dates of 10/12/23 11/11/23
  
  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:12/14/2023

  Type:Customer Service 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.

  Dates of Issue: From November 27th, 2023 to December 14th, 2023 Amount paid: ***** plus shipping and handling on multiple shipments The business advertises that you can keep your old cellphone, which was not the case in my situation and I was not informed until money had already been spent.The nature of this dispute is unsatisfactory customer service and a lack of accountability from the company. They lied about being able to keep my phone and then left me with the bill for paying for a new phone, after lying about the different ways this situation could be fixed. For a short summary: My father and I switched to CC for their lower prices and promise of comparable service to pricier phone providers. Despite their website saying that my phone was compatible, after three separate customer service calls, they lied about its compatibility and to use the service I am now forced to update to a newer, and pricier, phone. Their customer service informs me that I can change the address and card number on the account to order a new phone directly to me, so I do so. Customer service calls my father, he confirms the order, and then my order is cancelled because customer service claims they couldn't confirm that the order was legitimate and couldn't reach him. Once speaking with a supervisor, I am informed that I can't actually send the product or pay for it myself for another 6 months otherwise it is flagged as fraud. My father has ended up footing the bill for their incompetence, as they refuse to even cover the extra shipping of shipping the phone to him, then the shipping of him sending it to me.

  Customer Answer

  Date: 12/18/2023

  This is the amount the company owes ** for having this phone shipped to my dad and then him having to pay out of pocket to get it to me. The total of the whole complaint is now 231 dollars.

  

  Business Response

  Date: 12/22/2023

  December 22, 2023
  
  BBB #********
  *************************** (#xxxxx3813)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are terribly sorry about the experience **************** had. In many cases, customers can bring their own phone to our service. If the phone is at least 4G LTE, unlocked, and VoLTE capable, we are more than happy to give it a try. However, 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 offer a Trade-In Program if the customer decides to purchase a new phone through Consumer Cellular.
  
  Sadly, ****************** phone would not read our SIM Card after repeatedly troubleshooting it with our phone support. She did decide to purchase a new high-end phone with our EasyPay Zero Interest Financing option. While we typically offer a $25 credit towards the purchase of a new phone, we are stepping outside of our policy and are providing a $25 credit towards the customers next 5 invoices. We were able to speak with the account holder and he does find this satisfactory. 
  
  Additionally, as a security measure, we can only ship to the account holders address for the first 6 months of an active account. After that period, we are then able to ship to a different address than is what on file. While we understand that this can be frustrating, this is to protect our customers and to prevent fraud activity on their accounts. 
  
  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

   
  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. I hope that Consumer Cellular takes my feedback to heart so that no one else goes through a month long frustration like I did.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  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.

  On December 13, 2023, I called with a simple request to assist in canceling all dictation and voice-to-text options on the carrier side (i.e., Consumer Cellular) after seeing Apple Help refer customers to their carriers after ensuring they have already disabled options such as Siri, Dictation, Keyboard, and all relevant Settings on the iPhone. The agent, ******, spoke to me in a very aggressive and patronizing tone, insisting it was ****. I explained it was not. She spoke over me at which point I asked her if unintentional that her tone was coming across as very patronizing. She then began speaking more loudly at me about Siri. I asked for her supervisor at which time her tone became even more aggressive and she put me on hold for a time. I was eventually transferred to ******** who identified as a supervisor. ******** told me Consumer Cellular has a policy that does not allow [1] supervisors to follow up to confirm their escalations are resolved (she kept explaining that it was out of her hands), [2] to send a letter or an email to customers for resolution even when explicitly requested, or [3] provide any identification other than a first name so that customers can distinguish employees in he event of a complaint, including to whom her escalation would go (she said it was random). While ******** was verbally polite, it was clear that she was uncomfortable and perhaps truly unable to commit to any follow-up with me. She said she would ask someone to call me back, but clearly I have no recourse through CC to a written or otherwise internally-accountable escalation procedure.I also received no answers to my concerns and request to ensure that all voice recognition was disabled on my service for both privacy and security concerns. I look forward to receiving a comprehensive response from Consumer Cellulars ********************************* as well via the BBB.

  

  Business Response

  Date: 12/22/2023

  December 22, 2023
  
  
  BBB #********
  ******************************** (#*****5348)
  
  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.
  
  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 ****************** concern to the appropriate department for further review and training.
  
  For the security of our representatives and supervisors, we will provide our first name and last initial, but not our full last name.  We can also provide our employee ID number upon request as well.  When requesting a follow-up to an escalation, the supervisor taking the request will forward the information to the next level of support at which time, the customer will receive a follow-up call once an investigation is completed.  However, our call center supervisors do not have the option to email, or mail a letter, to confirm an escalation has been requested.
  
  The dictation, voice-to-text, is a feature of the iPhone and is not a service that can be disabled by the carrier.  We have provided steps for our customer to manage the feature from the phone directly. We also recommend contacting Apple for additional support if needed by phone at ********** or online at ************************************.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:12/13/2023

  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.

  The consumer cellular website doesn't allow to adjust your phone plan it always says wait till the next business cycle...

  

  Business Response

  Date: 12/18/2023

  December 15, 2023
   
  BBB #********
  *************************** (#XXXXX0870)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear that ******************** had an issue changing his plan online. We were able to contact ******************** and he informed us that he was able to get his plan changed through the My CCI application.
   
  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:12/09/2023

  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.

  Im a new customer to ********************** and nothing has gone right since switching over. Before switching over their site said my phone was compatible. I put in the new SIM card and had issues right away. I spent the over 3 hours on chat or the phone with them and their solution was that I needed to go buy a new SIM card at Target. I didnt think that was going to be the solution, but they insisted that it would resolve the problems. I did and still didnt work. Spent 1.5 hours on the phone that evening to find out I needed a new cell phone and would have to buy one through them for $180. They wouldnt cover the shipping fee to expedite it so I needed to wait 3-5 business days. Meanwhile I had no cell service for almost 6 days. I got the new phone and went through set up. The next day when I got to work I lost all service and wifi calling. I spent another day trying to get the service and issues figured out with them. I spent over 6 hours either on the phone or chat with them trying to figure out issues and get my cell service working.I think the solution should be that they give the phone to me for free. I had not planned on that expense when making the switch and according to their website I should not have needed a new phone.

  

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  BBB #********
  ************************* (#*****9276)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when activating new service.
  
  A customer is welcome to use their own phone purchased from another carrier if it can use a GSM SIM Card, it is VoLTE (voice over LTE) compatible, and it is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we cannot guarantee the compatibility of any phone that Consumer Cellular did not sell, even if the **** shows it should be compatible with our service. We apologize that this information was not fully explained to our customer prior to purchasing the phone and have forwarded the feedback to the appropriate department for review and training.
  
  Consumer Cellular does not have an option available for overnight shipping, our express shipping, 1-2 business days, is available on orders placed between 1 PM Monday and 1 PM Friday PST.  Orders placed by 1 PM PST will ship the same day, if express shipping with the **** option is selected, there is an an additional $25 charge plus tax.  Consumer Cellular does not have phones available at no cost and as a one-time courtesy, we have forward dated the activation to the date of first usage to avoid any charges on the account prior our customer having a working phone.
  
  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: 12/19/2023

   
  Complaint: 20983594
  
  I am rejecting this response because I spent hours being mislead and solutions not working. I feel I should receive some sort of compensation for all the time spent on their errors. Possible a $50 credit to my account? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  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 attempted to start service with consumer cellular in September of this year. Due to my shipping address not matching the address on my driver license I was advised that they could not allow me to purchase a cellular device. I moved on and obtained service with another provider. I was issued a refund for the cost of the cellular device and first bill I paid in advance. I found out a month later that consumer cellular continued an account for me as if I had received a phone/service from them. They have been billing me every month since and I have now received a delinquent notice. I contacted the merchant to advise them of their error when I was told by a supervisor that they must be billing me correctly because my name is in their system. Since then I have continued to be billed without any resolve from the company. This is affecting my credit and is a major error on the merchants part.

  

  Business Response

  Date: 12/11/2023

  Tell December 11, 2023
  
  BBB #********
  ***************************** (#*****1365)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of Ms. ******* frustration regarding service, fees, and cancellation and for any inconvenience.
   
  Our Risk-Free Guarantee allows new customers to try our service, and if they choose to cancel within the first 30 days or 500 MB of data use, whichever comes first, we will waive any service fees. This information is provided in our Start Here Guide. As ****************. exceeded the 30 days, they were not eligible for the Risk-Free Guarantee.
  
  Consumer Cellular bills are in arrears for monthly service and usage after the billing cycle ends. We are not a prepaid provider; service is month to month. Once informed by the customer, cancellation is effective immediately. Unfortunately, the customer did not notify us to cancel, and billing continued until 11/14/23, when we suspended the customer for non-payment.
   
  When an account is closed, there is always a final bill for service through the cancellation date. The $119.70 balance due was for services and usage from 8/18/23 through 11/14/23.
  
  As the customer did not use the whole plan purchased, we waived all charges as a courtesy. The customer has nothing more due.
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  us why here...

• Initial Complaint

  Date:12/06/2023

  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.

  WHY CHAT ON CONSUMER CELLURAL KEEP DISAPPEARING.For a week I am trying activate new SIM card using chat.So far no one was able to help me, CC send me e-mail saying that sim is activated, but I still can not make calls or recive it.I went on cc website to chat again, but there is no chat icon.I unable to make any calls, when try I get message - you call can't be completed as dial, check the number and dial again.I do not have other phone line close to me to call cc.

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  BBB File No. 20969176
  ********************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Many cell phone manufacturers will manufacture the same model phone with the VoLTE frequency based on the specific carriers requirements Although the issue is with the VoLTE frequency, we cannot advise of the frequency necessary to work with our services. 
  
  We have completed all available troubleshooting at this time for **************** phone. While the phone's IMEI is showing as compatible, the phone's settings are not providing the VoLTE calls setting that is required for our service. While it is necessary to have a new SIM card activated to transition service to our AT&T network, we cannot guarantee the functionality of all devices or features of a non-Consumer Cellular device with our service until our SIM card has been activated and tested.
  
  The customers account is eligible to purchase a new device using EasyPay. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement. 
  
  As a courtesy, and to help with purchasing a new device, we have waived the last two invoices totaling $155.80 and the account now has a credit balance of $88.82, which will automatically be applied to the next invoice. 
  
  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