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:12/06/2023

  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 purchased a *** card kit from ******* to activate my unlocked Redmi 9A. Once in my car I attempted to activate it but it was saying that activation number was invalid so I called customer support. They also cannot get it to activate so they contacted the "specialist Team". Upon coming back on the line with me they said they were unable to activate the *** card because it was not a consumer cellular phone. I informed them that doesn't make any sense because it was a "bring your own phone" *** card and it did not have to be consumer cellular phone. The representative kept repeating the same thing even though it makes absolutely no sense. Also before purchasing the *** card I entered my IMEI number on their website and verified it was able to be activated with their service. After getting nowhere with a representative I went back into ******* and purchased a boost Mobile *** card and had my phone activated and working within 5 minutes. The representatives and apparently the specialist Team clearly needs better training as they don't even understand their own service. I have the conversation recorded if consumer Cellular is interested in hearing the interaction. However now I'm out $9.88 for a useless piece of plastic and mostly out of principle I would like my money back

  

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  
  BBB #********
  ******************* (#*****3110)
  
  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 their new service.
  
  A customer is welcome to use their own phone purchased from another carrier as long as it can use a GSM *** Card, is VoLTE (voice over LTE) compatible, and 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 before purchasing the phone and have forwarded the feedback to the appropriate department for review and training.
  
  When equipment is purchased from one of our retailers, such as Target or ******** the return of the phone or *** card is governed only by that stores return policy, and any exchange or refund is provided at their discretion. Only Equipment purchased through Consumer Cellular can be returned to Consumer Cellular. If the customer wants a refund for the *** card he purchased at ******** he must return it to ******** as we cannot refund the retail purchase.

  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: 12/09/2023

   
  Complaint: 20968642
  
  I am rejecting this response because: ******* will not accept returns on a SIM card. I purchased another sim card from you guys and successfully activated the same phone later that day. My phone was not the issue but your product as well as customer service was the issue. Do better. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/09/2023

  Now the company has retaliated and cancelled service on the second sim card I purchased and managed to activate on my phone. So now I'm out 2 sim card purchases. I received a email saying I requested cancellation which is absolutely ridiculous. Just so happened to happen at the same time the responded to my complaint.

  

  Business Response

  Date: 12/16/2023

  December 16, 2023
  
  
  BBB #********
  ******************* (#*****3110)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any inconvenience caused by this issue.
  
  Due to ************** stating a new *** card was activated using Metro PCS, and not Consumer Cellular, and there being no usage on the account or additional equipment activated, the account was closed to avoid charges for service not being used.  The account can be restored, and the most recently purchased *** card activated by contacting our customer service at ************.  The *** card and activation code provided by ************** have not been activated with our service and can still be used to restore service to their 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

• Initial Complaint

  Date:12/05/2023

  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.

  My complaint is about the "final bill" received and lack of support, the reason I canceled my service. Account *********, phone number **************.I had issues with calling ****** from around 8/26/23, called for support many times, but they were never able to fix the problem. There were several attempts by their call center staff but the issue was "more serious" than they could handle. There was a ticket opened for technical support, but no one ever called me, nor repaired the problem. Calling ****** was the main reason for having the cell service so, without it, the service wasnt much good to me. On 9/7, ******* provided me the code to unlock the phone and I switched to another carrier that also has free calls to ******. When I realized that I forgot to cancel the service on 9/29, I called in to do so and was told my the final bill is $19.47.The previous statement, that was paid in full, was from 8/16/23 to 9/15/23. The last attempt to use the service was 9/7/23, which failed. Its rather troubling that the statement dated 9/29/23, the final one, suddenly has 1 text message received on 8/20/23 (should have been on 9/15 statement), but no other usage. Why am I being billed for anything at this point, especially after all the hours/days spent calling them & the aggravation? I have attached copies of statements with notes to show the information listed above.

  

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  BBB #********
  ************************* (#*****6808)
  
  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 and fees and for any inconvenience.
  
  The customer started service on 5/19/2023 and canceled on 9/29/2023. 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. The link to this information is provided in our Start Here Guide, included with phones, SIM cards and throughout our website. 
  
  Consumer Cellular is not a prepaid service. We bill in arrears for service and usage. Because we bill in arrears, the outstanding $24.47 which includes a late fee is for service until the cancellation date.
  
  Because the customer did not use the entire plan purchased, we are stepping outside our policy and waived all charges. The customer has nothing further due.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can assist. 
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 12/08/2023

   
  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:12/05/2023

  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.

  your website has an **** compatibility check. It said my phone was compatible but it is not compatible for making or receiving calls only for the mobile data and text messaging. I did not find this out until after I ported number over and set up service. I was told over the phone by a cSR that the **** check doesn't always mean the device is compatible?? why didn't your website say that? Even in small print it should say that the **** compatibility is not a guarantee of compatibility... I was offered a $25.00 credit towards the purchase of a new phone which was nice but if I want a phone similar to the one I have now I would need to shell out several hundred dollars... The **** compatibility check on the website is false advertising. I would have never ported my number over if there was upfront transparency about the **** compatibility information having the possibility of not working for all features. I can only send and receive texts and use mobile data on the CC network. I cannot make or receive calls.

  

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  BBB #********
  ******************* (#*****1186)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the miscommunication surrounding the phone compatibility and any inconvenience it has caused.  
  
  Customers may choose a Consumer Cellular device or use their own. While we have great success with most third-party devices, we cannot guarantee the functionality of all devices or all features of a non-Consumer Cellular device with our service. We can only be sure that a non-Consumer Cellular phone will work with our service once the device is activated with a Consumer Cellular SIM.
  
  Device compatibility is available on our website when entering the **** number and states, "If your device needs a physical SIM card, the ones we provide most commonly work with phones used on AT&T service. Your phone must be unlocked by your previous carrier (if applicable)." The website explains, " while our **************** representatives do everything they can to help solve customers' problems, we can't guarantee every cellphone model can be configured with our data service.". The website also states, "Many phones that are compatible with our service will allow you to modify the settings and begin using our picture messaging and web service. However, there are some phones that will not work. If you have difficulties, we can help you select one of our affordable data capable phones that will arrive fully programmed."
  
  We verified the device settings are up to date and that the Access Point Name (APN) is configured correctly. We have done everything we can to assist the customer, and unfortunately, the customer's ******** needs to be fully compatible. We understand this is frustrating; however, we cannot guarantee all the features of a non-Consumer Cellular device will work with our service. As the problem is a compatibility issue, we would happily double the $25 credit, a total of $50. The customer can use the credit towards a ********************** phone, or if she has another device she wants to use, we'd gladly check the **** for them.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  They say they have a phone where you can talk all you want for $15 a month and one that includes text and talk for $25. I pay $27 a month and all I can do it talk on the phone. I don&#**;t have text or email. I am 88 years old and I bought my phone from Target and paid $100 for it. So, they told me to do the 611 and you can talk all you want to for $15 a month and the other one for $25 a month to talk, text, etc. I would like a refund - $100 for the phone and $27 a month for only talk on my phone.

  

  Business Response

  Date: 12/08/2023

  December 8, 2023
   
  BBB #********
  *********************************** (#xxxxx2288)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Before Ms. *********** phone was activated at Target on 1/10/23, she only had Unlimited Minutes and no text or data per her request. When the phone was activated, the Target Tech added the 5GB Data plan with Unlimited Text messaging. This remained active on the account as we did not receive a request to remove it, and it was not removed through the customers online account or My CC App.
   
  The customer did reach out on 9/05/23 and stated that she did not use text or data. We removed the text and data plan at that time, leaving her with Unlimited Minutes once more. Sadly, the customer decided to cancel her service as of 12/06/23. As there is consistent text and data usage when the added plan was on the account, the charges are valid and cannot be refunded.
   
  Additionally, the phone was purchased in January 2023 and is past our 30-day return period and the Target location's return period. It cannot be returned for a full refund.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ************************ again. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
   

• Initial Complaint

  Date:12/05/2023

  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.

  Gave them money for a new phone with a new number and paid for it. The phone doesn't work and they charge my account extra money and they won't refund my money and it still don't work. Phone was supposed to work on arrival it did not. Took extra money out of the bank account for I don't know what because they didn't do anything. Just wanted to return the phone and get my refund for a phone that doesn't work when it was supposed to when it got here. Getting the runaround from supervisors and managers. This is ridiculous paid for a new phone new number and it doesn't work. Now they won't give me my money back and they're making it very difficult just to communicate and let me know what is going on. Consumer seller is not what they say they are not customer service oriented or they trying to solve the problem. Meanwhile no money has been put back in an account and still with no phone. All I was asking was to make it right give me my money back I'll send me the phone back and make other arrangements. They didn't come through and just give me my money back bottom line

  

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  BBB #********
  ************************* (#xxxxx4097)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that our phone and service did not work out for ******************. Sadly, when the phone was received it was not scanning the ** Code correctly that would activate its eSIM for service. We were not able to send a new ** Code as there was no email address on the account.
  
  Our agent recommended setting up an exchange for a device that used a physical SIM Card instead and did not need a ** Code to activate. While we were happy to assist with placing the new order, ****************** decided to cancel just a few days afterward. Once canceled, the $25 down payment for the new ******** was voided. At the same time, the return request was set up for the ************.
  
  The customer will be receiving a return label in the U.S. Mail. She will need to secure the label to the box and mail the phone back to us. We recommend securing the phone in the box, so no damage can occur in transit.  Please note, to receive a full refund, the equipment and charging accessories must be in 'like-new' condition and need to be received by 12/29/23. She will need to remove any lock features that have been activated; and remove any Gmail account, and then Master Reset the device. Once the device is received, it goes through a thorough inspection. When it passes inspection, the credit will be issued back to the customer in the same way they originally purchased the phone (i.e. debit/credit card or check).
  
  Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with **************** again. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:12/04/2023

  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.

  They charged my bank card for 2 months of payments. This took all my money from account leaving me without money for gas and groceries. Yes I was past due on 1 payment they should have only taking 1 payment and not 2. I did not give authorization for them to deduct it. I called and will not refund me for 1 payment. This is so unfair and especially when live pay check to paycheck.

  

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  Agency and Complaint/Case Number
  ************************* (#*****6097)
  
  
  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. We have spoken with the customer regarding concerns surrounding Automatic payments.
  
  We are glad to report we have assisted our customer and refunded $94.71 to their card on file. Please be mindful that doing so places the customers account in a past-due status, and their service may be interrupted.  
   
  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: 12/09/2023

   
  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:12/02/2023

  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.

  In December of 2022, My smartphone was stolen, I reported it to the police then I reported it to consumer cellular. They said that I still had to pay for the phone that was stolen. I got another phone from consumer cellular This one shattered on me. They are trying to make me pay for phones and service i do not have. I do not think it is right to pay for something I do not have.

  

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  
  BBB #********
  ************************* (#*****5535)
  
  Dear BBB,
  
  Thank you for contacting us regarding ******************************* complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing process and EasyPay financing on their account.
  
  Our EasyPay program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement. The customer will receive a full invoice showing all charges each month and then on the due date, we will automatically apply the amount due to the credit or debit card on file. If the account is canceled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file.
  
  We are sorry about the missing ******** ************* Deep Indigo 32GB. Although this is unfortunate, it doesnt change the terms of the EasyPay agreement. Our records show that the remaining balance is $60 (12 payments of $5).  With credit approval an account is qualified to have a maximum of two active EasyPay agreements.  **************** purchased another ******** *********** on 02/10/2023 using the EasyPay financing, Once the balance has been paid in full for one of these phones, they will be eligible to purchase a another phone using EasyPay financing.
  
  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:12/02/2023

  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.

  I cancelled my service on 11/2 due to poor cell service and dropped calls. I told their ************ reps they were NOT permitted to charge my CC because I would pay the final bill with a check and they agreed. I sent them a check on 11/14 and they held it so they could charge my CC anyway and then cashed it on 11/28 instead of returning it. My only regret was not stopping payment on it had I known it would lead to all this stress and aggravation! I filed a complaint with the *** for the unauthorized CC charge. I also spoke with *** who was supposedly a Supervisor and she told me my refund would take 2-3 weeks because they wanted proof the check had cleared. I sent pictures of that cleared check from my bank thru their FB Messenger page but they INSISTED that I needed to fax it to their **************** Get serious, its almost ****, who faxes anymore? Someone finally gave me an email address where to send my evidence of the cleared check and I did and now I get the impression they are going to drag this out as long as possible. They never should have cashed my check in the first place and just returned it knowing they had already charged my **** on 11/22 for the same amount and that was dishonest to say the least.

  

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  
  BBB #******** 
  *********************** (#*****5158)
  
  Dear BBB,
  
  Thank you for contacting us regarding ************* complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on their account.
  
  *********************** cancelled their account with ********************** on 11/02/2023.  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. When an account is closed, there is always a final bill for service through the cancellation date. An invoice detailing the final charges on a closed account is sent, which includes the date when payment for an account set up with automatic payments will be processed.
  
  Our customer contacted us on 11/02/2023 through their social media account, advising their credit card company had been advised not to honor any further payments to Consumer Cellular and that a check would be mailed for the final balance due.  They also requested an invoice to be mailed to them and not sent by email.  Due to the account having the AutoPay feature active for payments, the final balance due was charged on the due date to the card on file when the check payment was not posted to the account before the due date.  When the mailed payment was received, our processing center posted the payment to the account, resulting in a credit of $20.02.  We have forwarded a request to our accounting department to refund the overpayment.  To expedite the refund and confirm ****************** has cleared the mailed check, we requested a copy of the front and back of the cancelled check to be sent to our accounting department by fax at ************. However, our customer declined this option, and an email address was provided.  To date, Consumer Cellular has not received the requested documentation needed to expedite the refund processing time.
  
  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: 12/09/2023

   
  Complaint: 20947817
  
  I am rejecting this response because:
  
  that is total BS because I have proof I sent the check insges on 11:30 to the email sdddress I was given (See Pics) those idiots probably lost them or never looked at them. I advised them as soon as I emailed the images. Theyre a bunch of bold face LIARS!!!

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

  Customer Answer

  Date: 12/09/2023

  that is total BS because I have proof I sent the check images on 11/30 to the email adddress I was given (See Pics) those idiots probably lost them or never looked at them. I advised them as soon as I emailed the images. Theyre a bunch of bold face LIARS!!!

  

  Business Response

  Date: 12/15/2023

  December 15, 2023
  
  
  BBB #******** 
  *********************** (#*****5158)
  
  Dear BBB,
  
  Thank you for contacting us regarding ************* complaint and allowing us the opportunity to respond further.  We apologize for any inconvenience caused by the billing on their account.
  
  To expedite the refund processing, we requested **************** to send a copy of the cancelled check, front and back, to our accounting department by fax at ************.  However, they requested an email address to forward the documentation and was provided ******************************************.  To date, Consumer Cellular has not received the requested documentation needed to expedite the refund processing time.  Without receiving the requested documentation, the refund request is pending and will process on 12/19/2023.  Once processing is completed, a check will be mailed to our customer to the address on file.
  
  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: 12/17/2023

   
  Complaint: 20947817
  
  I am rejecting this response because:

  I am fed up and disgusted with her latest response, dont tell me you actually believe what shes telling you? I emailed not once but TWICE 0n 11/30 and 12/11 after she responded to you and the *** on 12/9 with the same ridiculous excuse. I emailed her
  UNDENIABLE proof my check cleared my bank (Unless her address is bogus or she ignored my emails) and their ************ Rep stated on 12/2 my refund was being Processed and yet, on 12/15 she says the refund is Pending until 12/19 because she still claims they have not received my info to Expedite my refund. If thats not a lie, I dont know what else to call it. I made several mistakes. 1) I got involved with this company in the first place and 2) I didnt stop payment on the check BEFORE they cashed it. I have been dealing with this mess for weeks with no definitive end in sight. I am attaching a single PDF file called Evidence containing seven pages and all I need to pursue this matter legally if necessary. This is no longer about the money but the principle!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/05/2024

  January 5, 2024
  
  
  BBB #******** Rebuttal
  *********************** (#*****5158)
  
  Dear BBB,
  
  Thank you for contacting us regarding ************* complaint and allowing us the opportunity to respond further.  We apologize for any frustration caused by the refund process and processing time.
  
  We have advised ****************, when the mailed payment was received, our processing center posted the payment to the account causing a credit of $20.02 and a request was forwarded to our accounting department to refund the overpayment.  To expedite the refund and confirm the mailed check had been cleared by our customers bank, we requested a copy of the front and back of the cancelled check to be sent to our accounting department by fax at ************. However, they declined this option, and an email address was provided, ******************************************.  To date, Consumer Cellular has not received the requested documentation needed to expedite the refund processing time; however, the refund was processed on 12/21/2023 and the refund was processed and issued to the credit/debit card used for the original payment.
  
  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: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I find it insulting that they still refuse to acknowledge receiving not one, not two but THREE separate emails with images of the cleared check they insisted I send. They either lied about receiving them or used a bogus email address. Either way, I got my refund even though they made me wait a month which was supposed to be by check and instead refunded my credit card which they were prohibited from accessing.

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

• Initial Complaint

  Date:12/01/2023

  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 getting mailings from Consumer Cellular and I never asked for any information from them at all, I have been CALLING THEM EVERYTIME I get one in the mail to have them REMOVE me from their mailing list and I keep getting the runaround, and I'm pretty much fed up with this happening to me and them not doing what I have asked them to do and that is to remove me from the mailing list, I have spoken to multiple reps in regards to this matter and one, in particular, told me I wouldn't have to worry about getting any more mailings and what happens a week later I get another one!!!! at this point, it is considered Harassment and I am not going to tolerate it any longer I have already been in touch with my attorney he has advised me to try this through the BBB to get this matter resolved and if it doesn't get resolved this time once and for all, we are going to proceed with legal action against Consumer Cellular we are at the amount of $1,200 in damages. unless they want to send me the check for that amount they need to once and for all REMOVE me from their mailing list, if we proceed with legal action there will be attorney fees along with court fees...I have been trying to get this done for the past 7-8 months that's how many mailings I get from them and again it's ******* me off!! I DO NOT want anything to do with this cell phone company and I never will. So Please for the Last time REMOVE ME FROM YOUR MAIL(ING List..

  

  Business Response

  Date: 12/06/2023

  December 6, 2023
  
   
  BBB #********
  *******************************
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ******** E Graweys complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by this issue.  We have removed **************** from all mailing lists and verified that their information does not exist in our marketing system. It can take 2 weeks for all our systems to be updated and mailings to stop.
   
  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:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was made to get on autopay for my phone services, but after a few months I decided to cancel my services because I never had any reception where I live so I cancelled my services. I then had a charge two months after cancelling my services on my card and they refuse to refund it. The account was no longer active and I didnt approve of the charge. I just want my money refunded back.

  

  Business Response

  Date: 12/06/2023

  December 6, 2023
   
  BBB #********
  *************************** (#xxxxx8806)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review, the account was canceled per Ms. ******* request when her numbers were transferred to another provider. She is not being charged for service beyond this 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. This customer is only charged for the time the account was still active. If the account was canceled before the end of the billing cycle, the final invoice is prorated only for the days the service was active.
   
  The last payment received before cancelation was in the amount of $76.91 on 9/15/23. As we bill in arrears, this was for service provided from 7/26 to 8/25. The total final charges that were due on the account were $104.53. This included the $76.91 due on 10/15 for service provided from 8/26 to 9/25; the $22.62 for service provided from 9/26 to 10/01 the date of cancellation, and a $5 late fee. The full payment was received via Autopay on 11/23/23. As this is for the service already provided, there are no funds that are due for a refund. The account now has a zero balance, and no further charges will be due.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with **************** again. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com