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:11/14/2023

  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.

  We bought a flip phone for my 87 year old mother on Sept 19 2023. We pd ***** online for the phone and 1st month service. We had trouble with phone right away. It would not let you bring up the contacts & was not able to call out. We contacted ***************************** said it needed an external sim card. We waited a week for them to send that & put it in the phone then the phone stopped working at all. We call back & they said to send phone back (sent back 10-18-23) & they would send a second phone (received 10-24-23). Second phone did the same thing as the first immediately so we cancelled service(10-31-23). Then we received the 1st phone back them claiming it was water damaged if it was it came that way to us bc we did not do that. Now they are sending bills saying we owe for another phone and another month service. They have a 100% satisfaction guaranteed on the paperwork, but now they are not wanting to back this. We called and they said we owe for the second phone bc it was not covered. Nothing was said about this phone costing us when they told us they were replacing it with the other one. I have also sent back this second phone to them because we have cancelled service so I am not paying for it. We should also be clear of the month of service they want to charge us bc we can't even use the phones. Is this the way they take advantage of the elderly?

  

  Business Response

  Date: 11/21/2023

   

  November 21, 2023
  
  BBB #********
  *********************** (#*****2050)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of Mr. ******** frustration regarding Consumer Cellular's return policy. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what they experienced.
  
  We explained that our warranty policy allows for an exchange if the original device is in like-new condition. Unfortunately, when we received the customer's ********************** Verve Snap, it was denied due to water damage and corrosion, and an insufficient return charge of $69.00 was added to the customer's account. We shipped the phone back with a letter of explanation. We have included photos of the damaged phone. 
  
  Please be advised that the customer is responsible for the phone's condition while it is in the customer's possession and during transit back to Consumer Cellular. For a Consumer Cellular device to be eligible for a refund or an exchange, it must be in like-new condition. Any physical damage (including cosmetic) or damage due to liquids or extreme temperatures voids the warranty. Section 1.1 of the Wireless Customer Agreement (WCA) includes this information with all orders and states, "Devices must be returned in a like-new condition in their original packaging. Devices that are damaged (including water damage), unsanitary, dented, cracked, scratched, or missing all original kit components may be denied a return."
  
  We want to help and will allow Mr. ****** to return the replacement. We will issue a credit of $69.00 if it is in like-new condition. Due to usage, the remaining balance is valid.
  
  The customer mentioned that they are sending back the replacement. They can mail the phone to the following address. Please package it with bubble wrap or something similar so that it is not damaged during transit. 
  
  Customer Equipment Returns
  **********************
  *****************************************************************
  
  
  Thank you for allowing ** 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: 11/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find I will pay the ***** which is the remainder of the bill minus the ***** credit for the phone. The second phone has already been delivered back to you all on Nov 19, 2023. We have taken pictures of the second phone before it left here so we know there is no reason for it not to be credited back to us, we would have done so for the first phone had we known what they would try and pull. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/13/2023 My Xfinity Essentials (X.E.) wifi service (exclusively for low income individuals) was bumped and Consumer Cellular (C.C.) wifi service took over/hijacked mycell phone device in August 2023. I had absolutely no idea/awareness this had occurred/was occurring; nor did I know this was possible. It had never happened before during the months Ive been a C.C. customer (or before that) + my X.E. monthly wifi service/ signal was active for my cell phone throughout the entire time and I've never lapsed in any payments for my X.E. wifi service. I'm a fairly new C.C. customer + only signed up for its monthly unlimited talk and text plan, as I cannot afford monthly wifi service from C.C.. I got nowhere with its customer service by phone. I've written 2 letters and sent emails to C.C. and its parent company, GTCR, requesting a refund of at least $20.03 + postage of $7.94 for each letter I sent: to the *** of C.C. who I thought was the current *** but isn't then a second letter to the current *** ***************. No one from C.C. will contact me in any way regarding this. I additionally contacted several **** representatives in VA + ** regarding this serious issue + extremely questionable, absolutely unauthorized, unethical, trickster-like, sneaky, thuggish (and perhaps secretive) business practices practiced against me as a senior, disabled, low income woman who lives alone and who must support myself by myself. (*I'd like to email the BBB my letter to the *** of C.C. so your org. can read many of the details associated with this occurrence/matter. This page doesn't allow for this; however, the BBB may send me an email address so I may email the above-referenced ltr. containing so much more info. regarding this matter. * C.C. took advantage of me, a senior, stealing from right underneath of me without my knowledge it was happening; taking extreme advantage of a senior individual/elderly person by using unethical, very sneaky/thuggish business practices. Thank you.

  

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  BBB #********
  *********************************** (#*****8187)
  
  
  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 data and postage fees.
  
  We are happy to report we have assisted our customer. We confirmed that ********************** placed a $35.91 credit on their account. This included $20.03 for the data and ***** for postage reimbursement.
  
  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: 11/29/2023

  Re: Complaint#********
  I didn't respond to your BBB message to me on time before the date it was "closed" by the BBb due to the extreme stress + mental + physical exhaustion dealing with this matter has caused me (in addition to the other pertinent matters in my life I am + need to continue to actively working on).  
  I wasn't impressed with the ***** in which Consumer Cellular handled my complaint and the information contained in my two letters to the previous CEO (who I believed was the current CEO at the time I mailed that letter) + current CEO of Consumer Cellular, which cited the manner in which I was treated by Consumer Cellulars customer service supervisor, ******, and past very poor experiences with Consumer Cellular customer service representatives when I was initially attempting to sign up with Consumer Cellular, as well as the extremely poor quality SIM card sent to me by Consumer Cellular which caused extreme problems in my attempting to insert it into my old cell phone device, causing me to accidentally damage the cell phone screen, which was irreparable + causing me to have to purchase a new cell phone I could not afford.  This, as well as no Consumer Cellular customer service representatives available at any area  Target stores who could've assisted me with inserting the poor quality flimsy Consumer Cellular SIM card into my cell phone device without my having to attempt this by myself + in so doing, accidentally permanently  damaging my cell phone device.  *********** did not acknowledge these issues at all + shows it couldn't care less about my horrible experiences + financial losses as a vey low income disabled senior which were caused by Consumer Cellular.  Although Consumer Cellular did credit my account in the amount of $ ***** for hijacking my cell phone device with its wifi signal at my residence when I never signed up for and cannot afford Consumer Cellular monthly wifi service (I only signed up for a monthly Consumer Cellular unlimited talk and text plan exclusively). Consumer Cellular also credited my  account $15.88 for postage and envelope costs because of my need to mail my letter (s) to the Consumer Cellular CEO.  THE COMPANY DIDNT ASK IF I WOULD LIKE TO BE REIMBURSED IN CASH OR BY CREDITING MY ACCOUNT AND THAT IS SO PRESUMPTUOUS,  SELFISH + NOT O.K. WITH ME.  

  The Consumer Cellular customer service representative who called me a bit over 1 week ago stated that her company sent me an email message on October 26th, 2023, which I told her I didn't receive.  I had been on the lookout for any response from Consumer Cellular to me by mail, phone or email and I check on (sorting +maintaining) my email messages several times each day and just was never aware of any receipt of an email message from Consumer Cellular telling me my account was credited in the amount of $***** in response to my addressing Consumer Cellular with this issue (I only received advertisement emails from Consumer Cellular telling me of additional things offered by Consumer Cellular + that I could "add a line" to my account).  The ********************** customer service representative who called me said  she would  "re-send" the email  of October 26th from Consumer Cellular addressed to me.  She tried to re-send Consumer Cellular's email to me of October 26th several times to me while she was on the phone with me, but I just never received it, at that time, or since (I checked all of my inbox, spam +junk  folders and I never received the re-sent email to me from Consumer Cellular dated October 26th). *THERE IS OBVIOUSLY SOME KIND OF GLITCH IN CONSUMER CELLULARS EMAIL SYSTEMS IF I RECEIVE  ITS ADVERTISEMENT EMAILS, MY NORMAL MONTHLY PAYMENT RECEIPT EMAIL, BUT NOT OTHER PERTINENT EMAILS FROM CONSUMER CELLULAR.  

  ALTHOUGH SHE WAS ASSIGNED THE **** OF CALLING ME (AFTER I EMAILED CONSUMER CELLULAR'S PARENT COMPANY, AGAIN, THAT I HAD'T HEARD BACK FROM/ RECEIVED A RESPONSE FROM CONSUMER CELLULAR IN ANY WAY), SHE MAY HAVE TRIED; HOWEVER, I WAS GIVEN A HARD TIME BY THIS REPRESENTATIVE ( IN HER EXTREME PROTECTIVENESS + LOYALTY  BY HER VERBALLY RESISTING MY REQUEST TO BE REFUNDED FOR  POSTAGE + ENVELOPE COSTS TO THE CONSUMER CELLULAR CEO'S (AS I HAD TO WRITE TO TWO OF THE  COMPANY'S CEO'S AT SEPARATE ADDRESES). 

  CONSUMER CELLULAR TOOK ITS SWEET TIME IN RESPONDING TO ME,  AS I MAILED MY FIRST LETTER TO CONSUMER CELLULAR IN ********, **, ON APPROXIMATELY OCTOBER 6TH.

  **I ADDITIONALLY REQUEST (WHICH I FAILED TO DO PREVIOUSLY) THE ADDITIONAL AMOUNT OF $3.60  FOR THE NUMBER OF PAPER PAGES I HAD TO PAY FOR TO PRINT OUT AT MY COUNTY LIBRARY FOR ME TO BE ABLE TO MAIL THESE LETTERS TO CONSUMER CELLULAR.  (THERE WAS APPROXIMATELY 12 PAGES [perhaps more] INCLUDED IN EACH OF THE LETTER'S I MAILED TO CONSUMER CELLULAR @ $ .15 CENTS FOR EACH PAGE.) 

  * I DESPISE THE WAY CONSUMER CELLULAR RESPONDED TO ME. 

  Consumer cellular is highly, highly  pretentious about  its quality.

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  BBB #********
  *********************************** (#*****8187)
  
  
  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 surrounding credit, customer service, and printing fees.
  
  We apologize if the representative was discourteous to the customer; this is not the experience we want them to have. We value their feedback, and we will address this internally.
  
  We are sorry that the customer did not see the emails. We can confirm we emailed the customer on 10/20/23, 10/31/23, 12/4/23, and 12/20/23 to the email on file. We did not have any emails come back as an incorrect address. As such, we could only presume the customer received them. We explained the credits we issued and sent test emails when we spoke with them. Unfortunately, the customer did not receive them. However, on 11/30/23, we worked with the customer, and they confirmed receipt of our email.
  
  Credits not requiring a refund for payment or equipment returns are placed on the account for future invoices. 
  
  We were not made aware of printing fees until this complaint. Consumer Cellular cannot reimburse fees that occurred from printing; however, as a courtesy and based on minimal data use, Consumer Cellular placed a $5.00 credit on their account. The credit will be shown on their next invoice. No additional credits will be applied.
  
  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:11/14/2023

  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 signed up for *******fi on 8/12/2023 (the date the referral code was entered), the *** kit shipped on 8/14/2023, and I received the kit on 8/16/2023. All email receipts are saved and available for review. Since I knew that the Sim needed to be activated within 30 days to qualify for the referral credit (and that I wouldn't be activating the Sim until October, I contacted *******fi representatives on 2 different occasions to see if I would still be eligible to receive the referral credit, which they both ensure that I would. I've captured a few key statements from the conversations below.*******fi Representative #1 (8/23/2023): Case ID ************************?AM *******************: I don't plan on activating my *******fi until 10/7, is there any way I can still receive the Fi referral credit through extension somehow?10:22:58?AM *******: I see that you are concerned about the referral credits on the account, not to worry about it. I will help you with that.10:23:49?AM *******************: Thank you. I wasn't planning to port over my number until October, but I just thought I'd register early so that I can receive the sim card in advance. I didn't know there was a time limit on activations to receive referral credit.10:24:57?AM *******: I understand, let me check that for you.10:26:50?AM *******: I have checked the details and see that the referral credits will be applied on the account after 30 days of activation. However as you have not yet activated any services you will get the credits after activation.10:26:58?AM *******: You can take my case Id for your reference and can get back to us if you have any issue, I will help you with that.10:27:23?AM *******************: I don't plan on activating until October 7th, which will be after 30 days.10:27:31?AM *******************: My question is whether I can extend the 30 days.10:27:47?AM *******: Yes, I understand your point.10:28:00?AM *******: You can get that. We will help you with that.10:28:34?AM *******: Please contact us once you activate the services by providing the case Id *************** *******fi Representative #2 (10/9/2023): Case ID ************************?AM *******: I understand you want to know regarding the credit.10:54:55?AM *******************: Yes I'd like to confirm my credit 10:55:55?AM *******: I see you have activated the service on oct 8th. You can expect the credit in the next billing cycle.10:56:21?AM *******************: Ok great. Will it appear on my next bill statement?10:56:57?AM *******: Yes, that's correct. It will be added in your next billing statement.After multiple confirmations that I will receive a $20 referral credit during the 2nd month of my billing cycle (November), they have now made up excuses that I have failed to meet the requirements of the referral credit and will not honor their commitment.

  

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  BBB File No. 20867009
  *********************;
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the complaint, it appears this complaint is against ****** Fi and not Consumer Cellular. As well, we are unable to locate an account with the information provided in the complaint.
  
  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:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company keeps sending unsolicited mail even after I requested to remove me from its marketing list several times.

  

  Business Response

  Date: 11/16/2023

  November 16, 2023
  
  
  BBB #********
  ******************* (#*****2207)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ********************* 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.
  
  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: 11/19/2023

   
  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,
  
  *******************

  Customer Answer

  Date: 03/18/2024

   The company keeps sending unsolicited mail even after I requested to be removed from its marketing list several times. I filed the same complaint on 11/19/2023, and the company replied that they would never send mail again. As of 3/9/2024, I'm still receiving unsolicited mail.

  

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  
  BBB #********
  ******************* (#*****2207)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ********************* complaint and allowing us the opportunity to respond further.  We apologize for any frustration caused by this issue.
  
  After reviewing the account, it has been confirmed the address on file did not match the address provided by our customer.  We have removed the billing address on file and the address provided by ******************* from our 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

  Customer Answer

  Date: 03/21/2024

   
  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 as far as it won't happen again.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/10/2023

  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 made telephone inquiry to CONSUMER CELLULAR (October 9, 2023) with the intention of transfering cellular service from ******* to CONSUMER CELLULAR (CC). The CC Agent told me then that activation/transfer from ******* to Consumer Cellular required a TRANSFER PIN FROM *******.The CC Agent took a lot of info from me on that October 9th telephone call that I understood to be preparatory to receiving the TRANSFER PIN for CC ACTIVATION of service.However, to get a TRANSFER PIN from ******* I needed to pay off the balance of installment payments for a cell phone purchased from *******. Closing this ******* balance would have been accomplished in my November 14th payment to *******.....at a time thereafter I would request a TRANSFER PIN from *******.Between November 10th as of this writing, and my only conversation with CONSUMER CELLULAR on October 9th....I have had no cellular service from CONSUMER CELLULAR....nor did I expect any service since I had not yet requested & received from ******* the TRANSFER PIN for ********************** activation of service ! Today November 10th I received an email Invoice from CONSUMER CELLULAR for $26.80 payment due November 26th plus some other undefined pro-rated amount ! !THE CC REASON: The October 9th info ***************** to the CC Agent included my credit card number that was sufficient to set up an Account Number and an Order Number EVEN THOUGH NO CONSUMER CELLULAR SERVICE would be provided IN THE ABSENCE OF THE REQUISITE TRANSFER PIN !! AS OF THIS WRITING I HAVE HAD NO CELLULAR SERVICE FROM CONSUMER CELLULAR. CONSUMER CELLULAR HAS DENIED MY REQUEST FOR REVERSAL OF THE $26.80 charge AND ANY "PRO-RATED CHARGES" ARISING FROM THE OCTOBER 9TH TELEPHONE CONVERSATION WITH THE CONSUMER CELLULAR AGENT.

  Customer Answer

  Date: 11/17/2023

  This isnto inform BBB that the issue in Complaint # ******** HAS BEEN RESOLVED.  Please close this case.

   

  Thank you,

   

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

• Initial Complaint

  Date:11/10/2023

  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.

  My stepmother died July 15, 2023. I am Executor of her estate. She had an outstanding bill from Consumer Cellular. I have notified them by phone and mail that she is deceased and the estate is bankrupt. The estate attorney has notified them, as per law, that the estate is bankrupt. I sent them a copy of the death certificate per their request.I am still getting billing notices.All I ask is for them to stop sending billing notices.Thank you,*****************

  

  Business Response

  Date: 11/18/2023

  November 18, 2023
  
  BBB File No. 20851384
  ***********************;
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any unwanted mail that *********************** is receiving and want to assist with this issue. Unfortunately, based on the information provided, we are unable to locate an account to make the necessary changes. We would request that they provide the name of the account holder and cell phone number or account number so that we may locate an 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: 11/18/2023

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

  Account Number *********

  

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  BBB File No. ******** Rebuttal
  *********************** (Account **********
  
  
  To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. We were able to locate an account for *********************** and have waived the minor balance due on the account, as a courtesy. They 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
  

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular continues to charge me even though Ive switched my service October 24th to Visible.I called to find out why I am getting emails that I owe for service that I chose to terminate service because every month the price goes up even though I have the same service package. ******* told me they see where my service was switched but I am still being charged. Not only that the new carrier is unable to use the number I had with Consumer Cellular because ******* I activated my account yesterday. Now when I called today another rep tells me that my account was already switched over. My son was responsible for changing my service be able I am unable to use my left arm as I am now unable to use my left side because of a stroke I had 2 years ago..I see now that Consumer Cellulars representatives are just giving me the run around.Please help me resolve this.Thank you for your time,******************* ***********

  Customer Answer

  Date: 11/14/2023

  I chose another carrier(Visible) because every month my bill is more than the previous but my service package remains the same. Visible allowed me to try their service for 3 weeks free and Consumer Cellular was informed but when I decided to go with Visible Cellular Consumer Cellular has prevented me from taking my number the sent me bill for $118.80 which is for 2 months of service which I do not owe them, Over the weekend I received an email for $133.26. Just like before the charges keep going up with no reason,

  

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  BBB File No. 20847984
  ************************* (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.
  
  ******************** account was cancelled on 11/08/23, per their request. As we did not receive a port out request from their new provider, their number was not transferred out of Consumer Cellular. If they would like to transfer their number to their new provider, they would need to reinstate the service to allow the line to port out. As we can only hold a cellphone number in a cancelled/suspended state for 30 days, they would need to reinstate the service prior to 12/08/23. After that date, the number will be released to a shared pool for reuse.
  
  While the account does not reflect a request to cancel service prior to 11/08/23, as a courtesy, we have waived the final invoice of $14.46. The balance due on the account is now $118.80, which includes $58.96 for the service dates of 9/06/23 10/05/23 and $59.84 for the service dates of 10/06/23 11/05/23. The customer can confirm these dates beginning on page two of the invoices. As valid usage reported through 11/05/23, the charges remain valid. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  
  BBB File No. 20847984
  ************************* (Account No. **********
  
  
  To Whom It May ********
  
  Thank 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.
  
  ******************** account was cancelled on 11/08/23, per their request. As we did not receive a port out request from their new provider,their number was not transferred out of Consumer Cellular. If they would like to transfer their number to their new provider, they would need to reinstate the service to allow the line to port out. As we can only hold a cellphone number in a cancelled/suspended state for 30 days, they would need to reinstate the service prior to 12/08/23. After that date, the number will be released to a shared pool for reuse.
  
  While the account does not reflect a request to cancel service prior to 11/08/23, as a courtesy, we have waived the final invoice of $14.46.The balance due on the account is now $118.80, which includes $58.96 for the service dates of 9/06/23 10/05/23 and $59.84 for the service dates of 10/06/23 11/05/23. The customer can confirm these dates beginning on page two of the invoices. As valid usage reported through 11/05/23, the charges remain valid.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issued a SIM card BY Consumer Cellular, since being mandated to switch the **** the phone has severe issues, it drops service, I live in center of ******* **, I have service, it will not work on wifi, on public networks, it will not send phoyos or documents it just says downloading spins for 20 min or longer, I have to shut phone off to get service again numerous times a day, I have in the line of duty injuries, I needed an ambulance, it took me over 8 min to be able to get service to call ******* says retap to send data and times out, shows no service at all, then toggles through LTE & CC Network but is unfunctional, etc. I have called and had it reset 5 times alone on calls & chat today with CC today alone, two supervisors have offered no help or fix, they refuse to credit my bill or take any responsibility, I REQUEST ALL MY CALLS BE MADE PUBLIC TO YOU TO SEE WHAT I HAVE HAD TO DEAL WITH TO TRY AND GET SERVICE SO I FEEL SAFE. It's not about convienance its ABOUT MY SAFETY. I was given no option other than "We don't gaurantee any service there is nothing more I can do" thats wrong. I pay my bills, bought phones, am in good standing, I am asking to have my needs adressed, they have failed, and put me in an unsafe environment.

  

  Business Response

  Date: 11/16/2023

  November 16, 2023
  
  
  BBB #********
  *********************** (#*****2871)
  
  Dear BBB,
  
  Thank you for contacting us regarding ****************** complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the network service after upgrading their SIM card to our new AT&T network; we understand how important it is for our customers to contact family and friends. Consumer Cellular provides coverage to 99% of the populated *************.
  
  As it pertains to service coverage, with any cell phone provider, performance may be impacted by transmission limitations, terrain, in building/in vehicle use and capacity constraints. Because of this, service interruptions are unavoidable and will be ongoing. Per the Wireless Customer Agreement (WCA), ********************** does not guarantee availability of wireless network and services may be subject to certain device and compatibility limitations including network availability.
  
  Reviewing our customers coverage there are several towers within 2 miles of their billing address with no reported outages.  We have sent updates to the phones to assist the device with connecting to the tower with the best signal.  However, **************** has declined further troubleshooting at this 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: 11/16/2023

   
  Complaint: 20846336
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/17/2023

  I made a mistake as I am unclear on how thios works, I also have limited visual acuity and I apologize. Please accept this as my refusal  of Consumer Cellular's accusation, that I refused remedy. I am, in fact, the only person that sought and seek remedy. I ask that all calls for that day be produced by CC to attest to their viability or truthfulness, as I am very confident in mine.

  Thank you,

   

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

• Initial Complaint

  Date:11/08/2023

  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.

  On August 24th, 2023, I received a new SIM card from Consumer Cellular... They said I needed to install the new card or I would be disconnected from their service... From this date, my phone has not worked properly.... The carrier network switched from ******** network to ATT network, on this date... When I make calls, I can not make out the person on the other end of the call , on half of the conversation... The same thing with them understanding me.... I never had a problem , until I installed the new SIM card... I called customer service , a couple of weeks later, and they reset everything- but it didn't help.... I would like a full refund for the service from August 24th, 2023 till the present date, and to close my account- so I can go with another carrier- who offers ******** network.....

  

  Business Response

  Date: 11/15/2023

  November 15, 2023
  
  BBB File No. 20840988
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand the customer's frustration surrounding the ******** migration. Consumer Cellular is transitioning fully to the AT&T network to ensure that we provide our customers with the fastest data speeds and high-quality calls provided by AT&T. If the customer is experiencing service issues, we recommend they contact customer service at ************ to assist with their service. If possible, please call from a different device and have their cell phone nearby so we may assist them.
  
  In Section 1.2 of our Wireless Customer Agreement, "We may modify, suspend or discontinue any function or feature of any Service or terminate your Service entirely at any time without notice for any reason". We're sorry that the customer did not understand we would be moving away from ******** entirely.
  
  As significant usage has reported each billing cycle, we are unable to issue a refund for their service as they requested. However, as a courtesy, we have applied a credit of $20.00 to their account, which will automatically be applied to their next invoice. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  Date:11/07/2023

  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 purchased a Consumer Cellular branded ***** **** Flip. Within a few days of activation, the phone began overheating. We were directed to contact ***** for warranty service. I did so and ***** had the defective phone replaced within a week's time. Upon trying to get the replacement phone activated, Consumer Cellular flat-out refused to do so because the **** number was different. Of course it is different, it's a new phone of the SAME EXACT MODEL. Consumer Cellular did not care and we were forced to buy yet another phone directly from them at a greater cost than the first one! This is not acceptable and has really hurt my grandmother's finances. I cannot in good faith recommend anyone to do business with Consumer Cellular if this is how they treat people and especially the elderly.

  

  Business Response

  Date: 11/15/2023

  November 15, 2023
  
  BBB #********
  *******************************
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, we could not locate an account based on the information provided in the complaint. We attempted to reach out to the customer to address their concerns further; however, we were unable to reach them, and we have yet to hear back from them.

  We would appreciate the opportunity to work with ****************** if any future complaints or questions arise; they are welcome to contact us anytime.
  

  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  
  

  Customer Answer

  Date: 11/22/2023

  I am in active communications with Consumer Cellular and will update when more information is available.

  Customer Answer

  Date: 01/04/2024

  It took several weeks, but Consumer Cellular ultimately offered to replace the defective phone and refund the other phone more expensive that we were strong-armed into purchasing. Even though this process was way more difficult that it should have been and we were not refunded for the shipping costs, I am mostly satisfied with the resolution. However, I cannot recommend Consumer Cellular service as this whole situation was a nightmare to deal with. Consumer Cellular does not seem to recognize and understand the needs of their chosen demographic.