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:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For several months I had one phone line with Consumer Cellular and was paying $20.75 monthly $15 for the line and $5.75 in fees and taxes. On Oct. 30 th I added a second line and was told at the time I would have a 30 day free trial and if I cancelled before 30 day I would not be charged. On Nov. 7 I received a bill with a large increase from the $20.75. I called to find out about the charges and was told that the credit would be on the second month which was not what I was told at the time I added the second line. I was also told that fees and taxes increased by about $12. This was never previously discussed. On 11/18 I cancelled the first line and on 11/22 I canceled the second line. The first line was cancelled after 11 days not 30 days in November. The second line was cancelled within 23 days before the 30 day period. The phone company I switched to said fees and taxes are 10 cents not over $15 . Consumer Cellular agreed to lower the final bill slightly but is not what I agreed to pay when adding the second line. The charge they say I owe is about twice what I feel is what I owe. A manager said she would call me yesterday to try to resolve the matter but never called back. I am willing to pay what I agreed to but not the excessive amount. I was also told that because I cancelled the line before the end of the month they put me in a higher price plan from 1 gig to 5 gigs even though I didnt use the 1 gig. I was never told about this in advance. The account number is *********. I am requesting the amount I owe be adjusted to what was agreed upon before I added the second line.

  

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  BBB #********
  ***************************** (#xxxxx6541)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review, we do show that **************** contacted our phone support to add a line of service on 10/30. Sadly, the system did not add the coding for the promotion to the customers account at that time. When **************** contacted us on 11/09, after the invoice had been generated, we manually added the promotional code and advised him that he would see the Free Month $15 credit on the next invoice. Additionally, we provided a $3.71 credit at that time as a courtesy.
  
  Unfortunately, **************** decided to cancel and transfer his service to another provider; and on 11/18 we provided the Secure Port Out PINs to do so. As of 11/22, the account was canceled. When the account was canceled, the data usage was at 924MB used. For the 16-day prorated period, the prorated limit for the 1GB data plan is 546MB, and the usage was over this limit. The data plan was then auto upgraded to the 5GB plan to accommodate the data used in the prorated 16-day period. Additionally, due to miscommunication and error regarding the promotion that was running, we had waived all additional line fees that were due which includes the $3.87 due on 11/26 and $5.81 due on the final invoice.
  
  As all Consumer Cellular monthly charges for the additional line have been waived, the remaining balance of $57.19 is valid and still due for the original line that was being used. This includes $28.02 due 11/26 for service provided from 10/07 to 11/06; and $29.17 due 12/13 for service provided from 11/07 to 1/22, the date of cancellation.
  
  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

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20934184
  
  I am rejecting this response because: In their response they say they are waving the charge for the second line. I had been paying $20.75 for several months the first line. I canceled the first line on 18 November not the 22nd so in the second month in question it was only 11 days not 30 days. If they are only charging me for the first line I do not understand why the first month's charge in question is over $28 rather than $20.75. The second month in question they are charging over $29 when it should be prorated for 11 days not 30 days so the charge should be roughly 11/30 of $20.75 which is $7.60 not $29. I feel that I should owe $28.35 not the $57 they are stating. Based on my understanding of what I agreed to pay I am willing to pay the $28.35.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/20/2023

  December 20, 2023
  
  BBB #********
  ***************************** (#xxxxx6541)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. The first line on Mr. ******* account was canceled on 11/18/23 when it was ported to another provider. The second line was not transferred to another provider but, as it was not requested to be canceled, it remained active on the account until **************** contacted us on 11/22/23 to cancel.
  
  As we have already waived the additional line fees for the second line, we will do the right thing and waive any charges accrued on the account after 11/18/23. As a one-time courtesy, we are also waiving the standard $5 service fee for accounts not on both Autopay with Email Invoicing. With these reductions, the final balance due on the account is $49.62. This includes the $28.02 due 11/26 for service provided from 10/07 to 11/06, and $21.60 for service provided from 11/07 to 11/18, the new date of cancellation. Please note, the final charges are prorated at the larger 5GB data plan pricing due to the prorated data usage being over the prorated 1GB plan limit. There are no additional credits that can be applied, and all current charges are valid for the usage on the account.
  
  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

  This is not acceptable. I do not agree to pay $28.02 for the first month when I had previously been paying $20.75. Also I never agreed to a 5 gb plan and was never told that if I cancelled the plan would be increased. The first line for which I am being charged is only for phone calls. It is not a smart phone and does not use any gigabytes. I am willing to pay what I originally agreed to $20.75 for the first month and the prorated charge for 11 days $7.60 for the second month. I feel that because I am a senior citizen you are taking advantage of that and trying to pressure me into paying you an unfair and unagreed to amount of money.

• Initial Complaint

  Date:11/29/2023

  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.

  I signed up with CC because they offered ******** towers and 2nd month free. There is no ATT service at my house, ******** is mandatory. ATT is the only option, I have no service at home. Then they charged me for the 2nd month, claiming that I cancelled the account before the 2nd month was over. They made 2 offers that were false, ******** towers and 2nd month free. Highly unethical business.

  

  Business Response

  Date: 12/09/2023

  December 9, 2023
  
  BBB File No. 20932864
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. As a courtesy to our customer, ***************************, we have waived the second invoice and applied a courtesy rerate of $9.19, which left a credit balance of $73.63 on the account. On 12/08/23, credits totaling $73.63 were issued to the credit card on file. The account is now paid in full and the customer will receive one final invoice reflecting a zero balance due.
  
  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: 12/12/2023

   
  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:11/29/2023

  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 April 2022 I purchased an A12 through an installment plan with Consumer Cellular. I also purchased a protection plan for the cell phone. In June 2023 the A12 quit working properly and filed a claim with Consumer Cellular. They gave me a claim number and instructed me to call Allstate Protection. I did and a replacement cell phone was mailed to me. I returned the A12 in the replacement phone's box. The second phone, an A13, quit working six days after being activated. The keypad was useless. A factory reset done by a Consumer Cellular employee at a local Target store did not fix the issue. The keypad quit working a second time that same day. I contacted Allstate Protection and filed a claim with them. They were more than willing to replace the A13 but that is also when I was informed that all replacement phones were "refurbished" and I could wind up with another phone will issues. I called Consumer Cellular and "Ronan" canceled what Allstate had set up with me. He said we needed to file a claim with Consumer Cellular on the "warranty of the A13." How can you warranty a used phone? Instead of sending me a replacement cell phone for the A13, CC decided to place the request "under review" and began stalling me for an entire week. Since it was the only means of communication for me, I cancelled my service with CC and found another carrier. I re-activated an old phone and was able to make calls with it. When I requested the address to return the A13, CC refused to take it and told me I "had to keep it." A phone that was not reliable? Then they began demanding that I pay the remaining balance of $56 on the installment contract. They even waived the service charges of $35.89, which truly was my bill, and demanded that I pay them for a non-existent cell phone. I was able to successfully return the A13 and Allstate Protection confirmed that both phones are at the CC "depot" in **********, **. Please make them stop threatening me with a collections.

  

  Business Response

  Date: 12/06/2023

  December 6, 2023
  
  BBB File No. 20932325
  ************************* (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. 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.
  
  ************************* purchased the ******* Galaxy A12 with an Allstate Protection plan using EasyPay on 4/02/22. 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.
  
  Allstate is a protection plan that primarily covers physical damage to the phone. It also effectively extends the manufacturers warranty after that coverage ends in twelve months. Allstate does not cover the phone if it is lost or stolen. When a claim is filed, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Per the Allstate Policy, the Protection Plan will remain active on a customers account until the customer activates a new phone, advises they wish to cancel the Allstate Protection Plan, or if there are two claims filed within a 12-month period. 
  
  On 7/28/23, the customer filed a claim with Allstate for a replacement device and they were sent a ******* Galaxy A13 as the ******* Galaxy A12 was no longer in stock. On 8/05/23, the customer filed a second claim, however, they cancelled the claim and ported their number out to another service provider. 
  
  As the customer had not paid for their device in full, the remaining EasyPay balance of $56.00 was included on the final invoice, with a total due of $91.89. We spoke with the customer on 9/06/23 and advised that all devices are shipped from our warehouse in ******; any devices sent to ***** would not be received by Consumer Cellular and would not negate the remaining EasyPay balance. During that call, we advised the customer we would waive the final service charges of $35.98 and the balance due was $56.00 for the EasyPay balance. The customer accepted this offer and requested an email confirming the agreement. On 9/07/23, the final service charges were waived and the confirmation email was sent. On 9/08/23, the customer replied to our email advising they would not honor the agreement and would not pay the EasyPay balance. As the final service charges had already been waived, the balance due on the account was $56.00. 
  
  As the account is severely past due, the balance due on the account is now $66.00; $56.00 for the EasyPay balance and $10.00 for late fees. Upon receipt of $56.00, we may waive the late fees. Please be advised that the account will continue to accrue late fees until the balance is paid in full. If they choose not to pay the balance due, the account will be turned over to a third-party collection agency.
  
  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: 12/06/2023

   
  Complaint: 20932325
  
  I am rejecting this response because: Consumer Cellular left out one very important detail.  I contacted *************************, ********** attorney, and he advised me that the phone contract had been broken by Consumer Cellular when they failed to leave me with a cell phone.  The A13 was damaged and would not respond to the keypad, making it useless.  It did that twice and Consumer Cellular deliberately cancelled my agreement with Allstate Protection to send me a substitute phone for the A13.  They have both phones.  I know because I sent them with tracking and Allstate Protection confirmed that both the A13 and A12 are in the hands of Consumer Cellular.  I am only responsible for the service charges and not the remaining balance of $56 because I do not have a phone from Consumer Cellular.  Until they find the returned A13 and send me a broken phone, which I will post on all social media as to what CC is doing to me, there will no money sent by me to them.  I made this very plain.  Consumer Cellular is trying to make themselves out to the be injured party here and I am the one who was done "dirty" by CC.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/13/2023

  December 13, 2023
  
  BBB File No. ******** Rebuttal
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. When ************************* purchased the ******* Galaxy A12 using EasyPay on 4/02/22 she was required to electronically sign the EasyPay Agreement, accepting the number or payments and the terms and conditions of the agreement. The terms and conditions clearly state that 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. 
  
  Allstate replacement devices are sent with a prepaid return shipping label for the customer to send their damaged device back to Allstate. If the customer sent both devices using this return shipping label, they would have been sent to Allstate and not Consumer Cellular. As these devices were not sent to Consumer Cellular, we do not have a way to retrieve them. The customer would need to contact Allstate, however, given the length of time since they were sent to Allstate, they have most likely been recycled. 
  
  As previously stated, we waived the final service charges of $35.98 in good faith as the customer agreed to pay the remaining EasyPay balance of $56.00. Unfortunately, the customer later advised that they would not honor this agreement. The EasyPay balance remains valid and due immediately.
  
  The account is severely past due and the balance due on the account is now $71.00; $56.00 for the EasyPay balance and $15.00 for late fees. Upon receipt of $56.00, we may waive the late fees. Please be advised that the account will continue to accrue late fees until the balance is paid in full. If they choose not to pay the balance due, the account will be turned over to a third-party collection agency.
  
  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: 12/13/2023

   
  Complaint: 20932325
  
  I am rejecting this response because:  I do not care how they word the problem here.  The facts are that the A12 began to malfunction and Consumer Cellular gave me a claim number and instructed me to contact Allstate Protection.  I did exactly as I was instructed.  An A13, obviously damaged because the keypad refused to function twice by the sixth day of operation, should have been returned to Allstate Protection for a second replacement phone.  It was *****, one of the Consumer Cellular associates, who CANCELLED that arrangement between Allstate Protection and me.  He decided to take it upon himself top seek a "warranty replacement" for the A13.  Then he stated that the warranty would replace the A13 with a NEW PHONE.  When I called to check on the status of the NEW PHONE, I was informed by Consumer Cellular that ******* work had been placed with a ****************** and I had to wait until they decided whether or not they would honor what ***** had done.  I called back at twice to check on the status and Consumer Cellular refused to give me an answer.  Instead, I was informed that I would not have an answer until that Friday.

  That left me without a working cell phone.  It was the only cell phone I have.  I do not have a landline or any other means of communication with the outside world.  I realized I was being played for a fool and decided to change providers.  When I asked for the address to return the damaged A13, I was informed that I WAS GOING TO KEEP IT.  No way was I keeping a phone that did not work.  My contract was for a working cell phone.  Consumer Cellular failed to honor that agreement and ***********************, local attorney here in **********, stated that the contract was no legally binding because Consumer Cellular had failed to leave me with a working cell phone.  I was able to return the A13 after all and have proof that the cell phones are in a warehouse owned by Consumer Cellular.  Allstate Protection confirmed that the cell phones were, indeed, in the hands of Consumer Cellular.

  I will never pay them for a cellphone they refused to give to me in working condition.  I will pay the service charges only.

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

  Customer Answer

  Date: 12/14/2023

  I decided you need to see exactly what has transpired with my issues with Consumer Cellular.  I have plenty of emails I could also attach, but the gist of it is this:

   

  Consumer Cellular deliberately stopped me from receiving a second replacement phone, per my contract with Allstate Protection.  Why their worker ***** did this I do not know, but Consumer Cellular had no intention of leaving me with a working phone.  I had previously stopped them from raising my data so that they could increase my monthly service charges.  Not once in the entire time that I was with Consumer Cellular was my monthly bill what I had signed up for.  That is how CC makes their money.  They take advantage of senior citizens who are not aware of this type of "bait and switch" routine.  When I informed CC they could no longer change my rates, they must have marked me in their system as a troublemaker.  Then when they had the chance to harm me, they took it.

  I will never pay for a cellphone that is in their possession.  I have recorded conversations with Allstate Protection where the representative explained it in great detail how CC manages to hide what they do with their cellphones, especially the ones that are returned that are not working properly.  I do not care if they sick a collection agency on me.  I am not paying for a cellphone they have and not me.  If they had honored the original arrangement, we would not be in this predicament.

   

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

  Customer Answer

  Date: 12/14/2023

  Here is a PowerPoint presentation I created about my issues with Consumer Cellular.  I have now found out that I have to create a channel in order to upload this to YouTube.  I am in the process of doing so now.  I will also set up a second presentation concerning the latest developments.  Let CC know that this is not over until they finally agree to send me a replacement phone IF they want that $56.  I have an email to ********************** in the ********************** where I say that in writing to her.  Give me the replacement phone that should have been sent to me and I will pay the $56.  They cannot leave me without a cell phone and expect to pay for something I do not have.

   

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

  Customer Answer

  Date: 12/14/2023

  ***********,

  I think the tracking numbers for both the A12 and A13 are in the documentation previously.  I also recorded the conversation where Allstate Protection specifically states that they do not have anything to do with the actual cell phones.  Consumer Cellular tries to hid behind Allstate Protection and claim that AP has the phones.  AP categorically denied this lie.  IF CC has already "recycled" either of those phones, then they need to come up with a third phone, which was what I was attempting to do with AP when "*****" interfered with that last claim.  I believe he knew full well and CC would not honor any "warranty" on an obviously damaged phone.  I needed a working phone because *************** was monitoring my heart.  The A13 was a broken phone.

   

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

• Initial Complaint

  Date:11/28/2023

  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.

  Order new cell since Moto E been missing calls, ******* A14 5g showed up from Target since Consumer only showed older model and tired of older android etc. But because of the new rules and 6 code or pin we have trouble remembering since hardly use it and apparently verify by email on phone was not good enough, and refused to help me without a PIN. Social security number, etc. After mom's stroke neither one of us seniors, disable remember PIN. So guess have to return phone seems no to work to Target sold as a consumer celluar phone but if they do not help what choice do i have. Can you get them to help us.

  

  Business Response

  Date: 12/07/2023

  December 7, 2023
   
  BBB #********
  *************************** (#xxxxx7185)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer has not been able to activate their new phone due to the Security PIN required to access the account when contacting our phone or chat support. We tried reaching out directly to the customer but were unable to reach them to provide direct assistance.
   
  When they contact our phone support at ************, we are happy to walk them through resetting their Security PIN. To reset it, we will need to send a one-time passcode as a text message or via email. In some cases, we can also verify the devices IMEI (identification) number to reset the Security PIN. Once this is reset, we can access the account and work on activating the new phone in our system.
   
  There are also options for activating the new phone on the customers end.  It can be activated through the customers online account. Here is a link to log in to the Consumer Cellular account: ******************************************** On the My Account Overview page, they would click "Activate" in the Phones & Devices section. It will then ask for the 8-digit activation code from the back of the phone box. They will need to select "Review Order" afterward in the online Cart to complete the activation. Once activation, they will need to power off/on the device for it to receive the activation signal. It will then be ready for service.
   
  Also, they can take the *** Card from their old phone and insert it into their new phone to switch the service. Our Videos and Manuals can be located here: ************************************************************** They can find instructions for each phone in this section. Or they can reach out to our customer service for assistance.
   
  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:11/27/2023

  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.

  Ordered an IPhone 15 on November 8. Told that it would be shipped via ***** but they did not have a tracking number and phone would be delivered in a couple of days. Called back and was finally able to get a tracking number. Found that the phone had been stuck in the distribution station and got no help from post office. Called Consumer Cellular back and was told that there was a certain waiting period that company had with the *********** and they don't count holidays, so phone would not be delivered when promised. Called back last week to get an update and was told that because they don't count holidays, and it would take 48 hours after re-processed to ship back out that i would not have phone before Thursday, November 30--over 3 weeks from when i ordered the phone. The process and engagement by customer service after ordered was absolutely atrocious.

  Customer Answer

  Date: 12/02/2023

  I have not received any response from Consumer Cellular concerning my complaint. Even worse, just called to find out why the second phone processed the Wednesday before Thanksgiving had not yet arrived on Thursday of this week as promised. I was told by a senior manager that the phone had not even been shipped yet. When i went to the website, i was shown a note that i was late in a payment, which made absolutely no sense at all. 

  When i made my payment of $132.49 on November 8, 2023 when i ordered the first phone (that never arrived) that it included the charge for the phone and the extra cable/power charger and my Bill. I asked 3 times to make sure that i did not have to go back and pay the bill again. However, the senior manager argued and noted that it was a mistake by the person who was instructing me.

  Again, the unprofessionalism and bad business practices of Consumer Cellular is **************. Again, there has been absolutely no response per the original complaint, but having just tried calmly again to figure out what was happening and to be told that the 2nd phone that i was promised to arrive on Thursday, 2 days ago had not yet even been shipped, then to be told that I have a past due bill that i was not told about was only overshadowed by the lack of communication and understanding of what was evidently not in the notes by each of the representatives, in which i was engaged. 

  

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  
  BBB #********
  ************************ (#*****3978)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the shipping of their new Apple iPhone 15.
  
  Our customer has decided to return to their previous provider and the order for a replacement device has been cancelled.  Charges for the original purchase, $132.49, have been waived and a refund request has been forwarded to our accounting department.  Once approved, the credit will be sent to the credit/debit card our customer used for the purchase of the phone.  It can take up to **** business days for the refund to be approved and processed.
  
  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: 12/13/2023

  Greetings ************:

  I hope that time finds you well. Very much appreciate BBB's assistance and help. Still concerned because i still receiving emails from Consumer Cellular noting that i still have an outstanding bill and though i was told a different price previously, I paid out what i was told was owed, but there is still a message that is coming to me noting that i still owe for a current month. 

  I was quite disappointed in the response that you received because the Consumer Cellular rep did not fully explain what happened. I have been with the company for several years, even recommending a number of friends to the service. When i went to get anew iphone15, i was unable to find it in Target stores so proceeded to order from Consumer Cellular. Made the original order on November 7th or 8th. Told that it would take 48 hours to process then i would get it via express mail shortly thereafter. A week later, still no phone, though i requested a tracking number, was told there was none. Called back after still not receiving the phone and given a tracking number, which i used to find the phone stuck at distribution center. Called back then ordered another phone Wednesday before Thanksgiving, a week later still no phone. Called Consumer Cellular and told i should have the phone within 72 hours. Asked why it would take so long and was told that the phone was still there and never sent. Hence, asked to immediately discontinue the order and cancelled immediately shortly thereafter. The customer service was absolutely horrible and would never want to deal with Consumer Cellular again. Thanks. 

  

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  
  BBB #******** Rebuttal
  ************************ (#*****3978)
  
  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 the replacement process of their new Apple iPhone 15.
  
  Mr. ******* original order for the Apple iPhone 15 shipped on 11/08/2023; however, the device was lost in shipment, and the last update to the tracking shows the order at a **** distribution center in ********.  If an order has not arrived within the expected timeframe, in this case, one to two business days from the date of shipment, some steps must be taken before sending a replacement device to our customer.  Before a replacement device can be shipped, we need to confirm it has been at least ten **** business days after the order shipped to ensure the order is not delayed; Sundays and Federal Holidays may cause this time frame to be increased.  Once it is determined the order has been lost in transit, we will confirm we have the correct shipping address, blacklist the original phone ordered and send a replacement at no charge to the nearest post office to be picked up in person.
  
  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:11/27/2023

  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 made an agreement with Consumer Cellular that they wouldn't take money out of my account until the first of the month. They agreed. Then yesterday, 11/26/23 they took $61.61 out of my account! Now I have no money for *********** on SSI. They are a bunch of liars and don't know what they're doing. I want my money back before Friday. The first is when I have ALWAYS paid them.

  

  Business Response

  Date: 12/05/2023

  December 5, 2023
   
  BBB #********
  ********************* (#xxxxx0486)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review of Ms. ******* account, her due date is on the 26th of each month, to be paid with Autopay. On 11/27, the customer contacted our phone support and requested that her due dates be moved to the 1st of each month. We were happy to make this change, and her next official due date would be 1/01/2024 for a prorated 35 day cycle.
   
  As the payment had already been processed on 11/26, **************** spoke with our ************ team and requested the payment be refunded and a payment arrangement set for 12/01/23 for Autopay. While we typically do not refund payments that would make an account past due, we did step outside of policy and refunded the payment. She was advised at that time that her banking institution may take up to 72 hours to process the refund on their end.
   
  Sadly, Consumer Cellular attempted to take the payment on 12/01/23 and it did not go through. The $61.61 remains due on the account. There are many options for making a payment. She can pay by phone over the automated system; by calling our customer care at ************; by paying online, or by sending in a money order or check. Please allow **** business days for money order and check payments to be received and processed.
   
  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:11/27/2023

  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.

  did not get a charger with my new *********** ******* galaxay ao3s

  

  Business Response

  Date: 11/28/2023

  November 28, 2023
  
  BBB File No. 20898500
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Phone manufacturers no longer include the wall plug for phones in an effort to be more green. They do include the charging cable which we send to our customers. As a one-time courtesy, we have sent the wall charger to our customer at no charge. They should receive the wall charger within 3-5 business days.
  
  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: 11/28/2023

   
  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:11/26/2023

  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.

  I am writing this letter to complain the company - Consumer Cellular.Consumer Cellular provides cell phone services for me with number ************. In late September 2023, I noticed that my cell phone displayed with a message 'emergency calls only'. I could not make phone calls with my phone and did not receive any phone calls. Usually I do not use cell phones very much. But if you ask them for my records and you would find there was no calls in and out for a couple of months. That was because they terminated my services. I did not care very much and just left it alone.Few days ago I found that I had two unpaid bills from Consumer Cellular for November and December of 2023. I checked my records and I paid in October 2023. The message 'emergency calls only' still displayed on my cell phone. So I tried to contact them online and sent a message that asked why they kept on sending me bills while not providing services. Then I found out I was completely blocked out from their web site, they did not want to respond. I believe Consumer Cellular stopped my wireless phone services in mid-September. I have two bills attached to this letter and a picture of my phone that shows the message 'emergency calls only'. Please help me to contact this company and get an answer from them that why they charged me after terminated the services.

  Customer Answer

  Date: 12/01/2023

  Sir, I have been waiting for a week and did not receive responses from Consumer Cellular. It looks like they prefer not to provide services to me while keeps on charging me. Could you please inform them that I want their services to be terminated and stop charging me? Also, I have a picture of my phone which shows the name of the provider and the services are 'Emergency calls only'. Thank you for your assistance.

  

  Business Response

  Date: 12/02/2023

  December 2, 2023
  
  BBB File No. 20917317
  Tse-******************* (Account No. *****1840)
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We are moving all customers to the AT&T network and no longer using ******** towers. In order to transition their service to our AT&T network, the customer will need to install and activate a new SIM card. 
  
  The customers service was not terminated, however, the last usage reported was on 9/16/23. As a courtesy, we have cancelled the account and waived their last two invoices. The cancelled account now has a credit balance of $15.53 and we have submitted a refund request for this amount. 
  
  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: 12/04/2023

   
  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,
  
  Tse-*******************

• Initial Complaint

  Date:11/25/2023

  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.

  Sim card does not work in my phone. I was told by Consumer Cellular to purchase a sim card at the store, at Wal-Mart. I get to the ************Mart does not carry a sim card for my phone. So I ordered the sim card online. It does not work in my phone. Can't be detected. Called Consumer Cellular again. They emailed me an Esim. However, because I have no service, I cannot verify my info via text for my Gmail account. I asked ********************** can I change the email address on MY account. I was told "No". Then after several phone calls & speaking with a horrible representative of the company named ******, I was told I can change the email address but it won't take effect until the next billing cycle. So I am now paying for a *************** neither of which I can use. Consumer Cellular gave no other options on how to rectify this problem and I need answers!

  Customer Answer

  Date: 11/27/2023

  Issue has been resolved. I would like to withdraw my complaint. Thank you for your assistance! 

  

  Business Response

  Date: 12/02/2023

  December 2, 2023
  
  
  BBB #********
  ***************************** (#*****4144)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding *********************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the recent *** card activation.  After reviewing the account, we see the *** card shipped on 11/22/2023 is now active and usage has been reported.
  
  We value our customers and want each of 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 Mr. ******** concern 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

• Initial Complaint

  Date:11/24/2023

  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.

  My wife went abroad and had roaming charges of $25.63. We were not aware of this charge until we received the bill for it. There was no text message nor notification of this charge when it began to incur. We called to adjust for this charge but were not successful.

  

  Business Response

  Date: 11/29/2023

  November 29, 2023
  
  BBB #********
  *********** (#*****7973)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about ********** concern surrounding international service while the customer was traveling in ***** and for any inconvenience this has caused them. 
  
  Surrounding International Roaming: a third party provides Service. Consumer Cellular merely passes along the charges. Consumer Cellular does not set the rates for international service. Consumer Cellular cannot track international services but can only pass along the information from the third party when they provide it for billing. 
  

  We understand that this was the first time the customer used International Roaming through Consumer Cellular, and they were unaware when the device was roaming. However, when the customer requested to turn on the International roaming, Consumer Cellular provided them with the correct expectation of rates and how to minimize International roaming. Additionally, we sent emails with the details on 10/18/23, 11/4/2023, and 11/5/2023. Typically, these charges are the responsibility of the customer. However, we want to help the customer and have waived the International Roaming Charges of $25.63. 
  

  Please be aware that the customer has used additional International Roaming since this complaint. We recommend the following suggestions for minimizing international service charges:
  Leave the phone in airplane mode (no roaming charges, but Wi-Fi still works).
  Use a free Wi-Fi calling app like FaceTime.
  Use a free Wi-Fi messaging app like WhatsApp.
  Find free Wi-Fi at restaurants and hotels.
  
  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