Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,484 total complaints in the last 3 years.
- 469 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/07/2023
Type: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.
On November 7, 2023 I received a text for Consumer Cellular stating " To continue your services, you will need a new *** card. I contacted Consumer Cellular at the 611 number. To my surprise I was not allowed access to my account information because I had not established a pin number. When finally connected to a representative and then finally a supervisor to explain the reasoning behind the pin, the answer was protection from fraud. I was being denied access to my account if I do not submit to their demands.When asked to provide documentation explaining these policies, the supervisor said no. It is the policy of the **** Accepting her response, I asked to be provided with documentation from the *** about the mandatory use of a pin. I was told again with out an established pin they could not provide me any information.Being at an impasse, the supervisor placed me on hold. Upon her return she provided me with the following information: *** CPNI. She continued by briefly stating the Consumer Cellular would no longer be affiliated with ********* and this is the reasoning for changing the *** card.Customer Propriety Network Information (CPNI) protects my privacy and prevent the use of unauthorized use of my personal information for marketing or other purposes without my explicit consent. In relations to setting up a pin, it is used for security measures used to protect my CPNI and account from unauthorized access or changes. In other words the pin provides verification, protects my CPNI, access to CPNI related information and the prevention of fraud. However, consumer Cellular representatives refused to provide me with this information. Consumer Cellular's representatives refused to provide me all the necessary information to make an inform decision about my account. If provided with accurate information I would have opted out of sharing my personal information for marketing purposes!Sloppy *****************
Business Response
Date: 11/16/2023
November 16, 2023
BBB #********
********************************* (#*****6249)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
The FCC requires that all cellular carriers have an authentication process to ensure that we are speaking with the genuine account holder to prevent fraudulent activity.
Consumer Cellular takes the security of our customers very seriously. Consumer Cellular no longer uses personal information, such as an individual's date of birth, billing address, or the last four digits of their Social Security Number, for verification purposes; however, to comply with new FCC guidelines, we now require each account to have a four-digit Security Passcode set up to enable access by phone.
Customers can locate Security information on our website at the link below and in section 8.3 of our **************** Agreement, which states, "Privacy: We take your privacy seriously. For more information about how we collect, use, and protect your personal information, please visit ***************************************************************. For more information about how we collect, use, and protect your personal information, please visit ***************************************************************.
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.comCustomer Answer
Date: 11/16/2023
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:11/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My home base station has been going dead for days at times and dropping calls at times. I have reported this many times and data reset has been done to no avail, etc. I need base station replaced under 12 month warranty... I am elderly and require reliable phone service. I was with ATT for 50 plus years and kept my same number. This delayed the start of my service with consumer cellular for days and my consumer cellular service and plug in of base station began 11/11/22! They currently refuse to replace by claiming that warranty began when shipped that they claim was in late October, 2022. I will offer this...if I order a new white manual six speed **** the warranty begins when I first use it (drive it off the lot) not when the factory ships it from *******!!! This is a fairly inexpensive item (base station) and they spend a FORTUNE on advertising, etc. The name of company CONSUMER CELLULAR implies to me that they realize that the consumer/customer is ALWAYS RIGHT...Business Response
Date: 11/13/2023
Hello,
Thank you for contacting Consumer Cellular and allow us the opportunity to respond to your concern. Consumer cellular facilitates the manufacture warranty process for our manufactures. Manufactures offer a one year warranty from the date of purchase of the device. The home base unit was originally delivered to the customer on 10/29/2022.
We began to discuss concerns surrounding the device with our customer in early October 2023 and a device replacement was recommended on 11/06/2023. Although technically right out side of the warranty period we want to do the right thing. A replacement device has been sent to the address on file for the customer. In addition, we have sent a return label for the original device.
The original device must be in like-new condition to qualify for warrant replacement. Please follow the steps included with the device to return the original item to Consumer Cellular.
Thank you for allowing us to address your concern,
Customer Answer
Date: 11/14/2023
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:11/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are charging a fee for a service I did not agree to nor want. It's cleverly called "E-Bill/AutoPay ****Out Fee", which is really saying I am paying for something I don't want, or, in other words, to not agree to auto pay. This is a penalty, euphemistically described as a "fee". I do not want to auto pay nor should I be charged if I don't agree to it. Also, in order to have this removed, one has to sign up for it. Does that make any sense? To have it removed one has to have auto pay added? This is doublespeak and is what is now being called a "junk fee", where companies try to charge for services that are not rendered or accepted. This fee was added without my consent and did not used to be part of my bill. The suggested a solution to this, which ended up charging me the same price as the fee added to the service, $30, what they called a "grandfathering" in to a former service which had a 3 GB limit. In essence, they ended up charging me the same price, without acknowledging that this was the same as the price *with* the fee under the previous plan before they "grandfathered" me. In other words, they conned me into accepting something at the higher price of $30, rather than removing the $5 fee which would have resulted in a $25 price. This is really reprehensible, manipulative, and extremely poor customer service. By the way, their website says on the home page, "Free of Hidden Fees", an outright lie.Business Response
Date: 11/10/2023
November 10, 2023
BBB #********
******************************* (#*****0095)
Dear BBB,
Thank you for allowing us the opportunity to address the concerns raised by ********************. We are sorry to hear the customer is frustrated regarding our policy surrounding the convenience fee.
We spoke with the customer. ********************** is committed to providing the best value in wireless and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented some changes to match current industry standards. All customers receive a $5.00 service fee and those that choose to use auto pay and email billing receive a $5.00 credit. Customers can access their invoices from their phone online and we will accept echeck and prepaid debit cards as well.
Information regarding a change to service is provided in our customer service agreement included with all equipment and SIM orders, "We may change any terms, conditions, rates, fees, expenses, or charges regarding our Services at any 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.comInitial Complaint
Date:11/05/2023
Type: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.
October 4th I called consumer cellular to sign up with them I like what I heard and I told him that I would shop for a phone and I will call them back at a later time and he said you don't have to do that I have a phone for you what kind of phone you have now I told him I had a ******* a13 he said I got a brand new A14 that you can buy he said the only problem is that it was sent to the wrong address but it was immediately return back to us he said the Box had never been open and it was a brand new phone and he said it would only cost me $7 more a month on my bill and I asked him I said are you sure that's a new phone and the Box never been open because I don't want no use phone and I told him that if I find out that phone has been open and it's not new I'm going to return it at that time he did not mention anything about me not receiving my postage back if he had told me that I would never have brought the phone so I got the phone on the 6th or the 7th I could tell immediately that the box had been reglued I opened up the box when I open up the box I saw fingerprints on the screen I saw a residue like someone had tried to clean it up I knew then the phone was not new so I immediately call Consumer Cellular and I spoke to a young lady I tried to explain to her what happened but she wasn't listening to me so she hung up on me so I called back to speak to a supervisor and I spoke to a supervisor name **** apologize for the young lady hanging up on me and then he said pick out a new phone and we will swap the phones out and send you the new phone out to you so I picked out a phone I called again to let them know what phone I wanted and then that's when the guy told me that we only going to return you $21 you're not going to get the $12 shipping and I told him I said why should I pay for shipping because this guy lied to me believe that Consumer Cellular is praying on the elderly and they could have offer to send the new phone free shipping would have fixed thingsBusiness Response
Date: 11/13/2023
Hello,
Thank you for contacting Consumer Cellular regarding this concern. We are sorry to hear you were unhappy with the new device delivered and the shipping expense associated with the device. Most ********************** devices, including the ******* A14 use a physical *** card to deliver service to the device. When the manufacture sends the device to **********************, Consumer Cellular opens the device and installs a Consumer Cellular *** card. The devices are not used, however, when service is activated the *** is activated not the actual device. ********************** installs the *** card before the device is sent to the customer.
********************** does offer a Risk Free Guarantee. If our customers are not satisfied with our service within 30 days and 500 MB of us, they can cancel the service and pay nothing. ********************* was not charged for services and a refund for the down payment for the device was issued to the customer. The interest free EasyPay balance was also waived. We are sorry, shipping charges are non-refundable for returns or exchanges. Consumer Cellular did not charge shipping to return the unwanted device but we are unable to waive the initial shipping charge.
Best regards,
Customer Answer
Date: 11/14/2023
Complaint: 20828942
I am rejecting this response because:
Sincerely,
*********************Customer Answer
Date: 11/27/2023
I did respond to the company response and I said it was unacceptable in my case the customer service person lied to me and said that I was buying a new phone the company need to go and listen to the recording I know they record these calls and I clearly explained to this guy that if I find out it wasn't a new phone I'm going to send it back and he should have told me then that I wouldn't be getting my money back for the postage in that case I wouldn't have never bought the phone so my case is different than any other regular returning of a phone company shouldn't be allowed to lie to people just to sell them something and plus they want to charge you new Prices for used phone I don't care if they do open it up and put in a SIM card it's not a new phone and their solution is totally unacceptable they should refund me my $12 for the postage because they didn't give me a chance to make an informed decision people put their trust in the companies and they betray our trust everydayCustomer Answer
Date: 12/19/2023
Better Business Bureau should not allow consume your cellular to take advantage of the elderly that exactly what this company is doing is selling elderly people use phone for new prices they have to be something wrong with that and this company shouldn't get away with that if you telling people that these are new phone when they're not to me that should be breaking some law some ruleInitial Complaint
Date:11/05/2023
Type: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.
November 5, 2023 I am seeking assistance from the BBB to help me STOP all solicitations from Consumer Cellular.On 11/2/2021 and 4/17/2023, after receiving their junk mail pushing their services, I immediately called them to cease all further mailings/communication.On 11/4/2023, just yesterday, I was floored to check my mailbox and see that they sent a solicitation to my address with my mom's name, *************************, WHO DIED IN ****!!!! From where are you purchasing your names/addresses?!Consumer Cellular, in your gluttonous efforts to gain more customers, you have caused much grief to me and my family.I demand that you remove my name and address and my mother's name, being sent to my address, from ALL of your databases, spreadsheets, and any other means by which you house our information, including that which you send to your third party vendors to print your marketing materials!!!Here's a suggestion, just send your solicitations to "Resident," so as NOT to cause any grief or help those who steal information from people. I, having been a victim of identity theft, have been through years of pain, attorneys, and finances getting my life back. If I ask you ONCE to cease and desist that should suffice. I've asked your company TWICE to stop soliciting me. HOW MANY TIMES WILL IT TAKE TO STOP SOLICITING MY MOM???!!!With deep disdain,*****************************Business Response
Date: 11/13/2023
Hello,
Thank you for contacting Consumer Cellular. We are sorry to hear of the frustration the customer has encountered with unwanted solicitation. We have added the customer and their mother to our do not contact list. Please keep in mind, many of our partners do advertise our service and may continue to send solicitations. Please reach out to our partners to request o additional contact if needed.
Best regards,
Customer Answer
Date: 11/13/2023
Complaint: 20828150
I am rejecting this response because:I need clarification on this sentence from the Consumer Cellular respondent--who I might add neglects to include their name and position within the company--as it is incomplete and makes no sense: "Please reach out to our partners to request o additional contact if needed."
Additionally, ALL mailings have come from the same P.O. Box address in ******. So, that tells me that the solicitations are being sent by Consumer Cellular and NOT your partners. Please confirm.
With that said, I am thankful for ALL of my family's names and address being removed from further/future mailings, but if this continues I'd like the name and phone number, or email address, of the person/department who can address the continued mailings. Afterall, I did request a cease/desist THREE times with your customer service department, but to NO avail.
*****************************Business Response
Date: 11/21/2023
November 21, 2023
BBB File No. ******** Rebuttal
*****************************/*************************
To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. We have removed ***************************** and *************************** names and address from our mailing list; please know it can take 2-4 weeks for all of our systems to be updated. If they are/were a member of AARP, they may receive promotional material for our services through AARP and will need to reach out to AARP directly to be removed from their mailing lists.
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.comCustomer Answer
Date: 12/02/2023
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:11/05/2023
Type: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 got a phone from them and within a week, the touch quit responding. I reached out but was denied, by two reps, because I would skip steps on them and explained I have tried all steps, even as provided by ********* They booted me to Asurion because there was a scuff on the corner. Asurion is now "backordered" and Consumer Cellular continues to **** me off even though I cannot use the service I paid them for. They just keep running me around and pushing me to Asurion. I have no phone, I'm getting out of a DV relationship. And they don't care. I just want a refund, and if ******* ever finds a super duper rare Moto Razr, they can have it! I have NO cell service and no option because it has an esim.Customer Answer
Date: 11/05/2023
Today, in a chat, I was instructed to buy a *** so I could at least use the old phone I have to salvage the remaining service month. The website wouldn't allow it, I had to pay for *** I guess, even though I went out of my way in town to go and buy one for $10 that is now useless. They absolutely refused to help me at all with this, so now I'm even more money out, after doing exactly as directed.
Trysten M.
At this time, a phone would be required to get this retail *** card activated. I do apologize for the inconvenience. Once the *** is active, your account will be credited $10 to offset the cost of the ***.I have no phone, I can't call. I have no way to, honestly and I can't bother strangers next door to do this. It's insane and unsafe.
Business Response
Date: 11/13/2023
We have reached out to Asurion to see if we can provide assistance to resolve this matter with our partner. The customer purchased a protection plan from Asurion, not Consumer Cellular, but, we would like to assist. Can we please have an extension on this complaint?Business Response
Date: 11/13/2023
We are still working with this customer, but we need additional time to resolve their concerns. Can we please have an extension?Business Response
Date: 11/14/2023
Thank you for allowing us with additional time to work with our partner, Asurion. We have confirmed with Asurion that a replacement device has been ordered and will be delivered to the customer on/around 11/15/2023.
Best regards,
Customer Answer
Date: 11/14/2023
Complaint: 20828048
I am rejecting this response because:I already started service with another carrier, I have already lost a lot of money on this. I would just like to return the device they sent me from asurion and get a refund. I no longer need or can cater to consumer cellular.
Sincerely,
*********************Business Response
Date: 11/21/2023
November 21, 2023
BBB File No. ******** Rebuttal
********************* (Account No. **********
To Whom It May *************************** you for contacting us with ********************* rebuttal and allowing us the opportunity to respond. Consumer Cellular has a 30-day trial period for new customers to try our service and equipment. If a customer is unhappy with their device during that time, they may return it for a refund or exchange. To be eligible for return, the device must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures. Any damage to a device voids the warranty.
********************* purchased the ******** razr - 2023 - Summer ***** 128GB with an Asurion protection plan using our EasyPay plan on 10/19/23 EasyPay is an interest-free financing option available for eligible customers. A down payment which includes 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.
When ********************* chatted with customer service 10/28/23, they stated there was a small scuff **** on the phone, at which time, the representative advised phones must be in like-new condition, with no physical damage. As the phone had physical damage, they were advised they would need to file a claim with ******* as we would not be able to accept the phone for return. They next contacted customer service via on 11/05/23 and stated the phone had been run over by a forklift. They were again advised to file a claim with Asurion due to the physical damage.
The account records reflect that a replacement device was sent to the customer on 11/15/23. Unfortunately, we cannot accept an Asurion replacement device for return for a refund or credit. The only devices that we can accept for return are devices that are purchased directly through Consumer Cellular and those must be in like-new condition with no physical damage.
The balance due on the EasyPay agreement is $368.00 and will continue to be billed at $16.00 on her monthly invoices until the phone is paid in full. If the customer cancels service before the device is paid off in full, the remaining EasyPay balance will be added to the account balance when the account is cancelled.
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.comInitial Complaint
Date:11/01/2023
Type: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.
*************************** passed away on 8/12/23. I called to close the account on 10/27/23, and also sent them the amount due electronically-$33.02. See receipt for electronic payment below. Now Consumer Cellular says I owe them $55.53. $33.02 which was already paid, and ***** due 11/15/2023. How do you owe money on a closed account? This phone was for the elderly, and it appears as if thus company takes advantage of them always demanding more money. I would like to see ******'s account closed out, with a zero balance, Date October 27, 2023 Description Bill ***:Consumer Cellular ****** Xbq18app - Electronic ***ment Sent Type Bill *** Transaction Total $33.02 Running Balance $6,825.25 Posted Date October 27, 2023Business Response
Date: 11/01/2023
Hello,
Thank you for contacting Consumer Cellular and allowing us to address this concern. We are sorry to hear of the passing of *************************** and wish to express our sympathy during this difficult time.
Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date.
We have reviewed the account in question and see no usage during the final billing period and the final outstanding invoice has been waived. Please let us know if we can be of additional assistance.
Best regards,
Customer Answer
Date: 11/01/2023
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:10/31/2023
Type: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.
To whom it may concern,On October 20th, 2023, I purchased a 5G capable plan and phone from Consumer Cellular.Around after October 26th, 2023, the phone was activated to be used with the Consumer Cellular network.First, I noticed that the new phone needed an update but did not allow me to use mobile data for this purpose, neither was connected to a 5G network, instead was working with LTE network.Between October 28th and 31st I reached for solutions to these problems through their customer ****************************** is unable to provide an honest answer as to why they do not enable 5G connection on their service phone.Consumer Cellular failed to work out a resolution as to why ****** Play Store reports 3.2GB (of unidentifiable data) downloaded on the phone ************ although I spend over 24hrs using exclusively a Wifi hotspot from my own ******** line for the sole purpose of downloading the new phone Software Update.In my experience, I have learned that Consumer Cellular' customer service personnel seem more interested in providing dissatisfaction through personal deceiving grief and technical innuendos, blaming customers on their incompetence and false promises. Unacceptable business.Please, I seek your help to resolve this situation.Best regards.*********************** ******Business Response
Date: 11/09/2023
November 9, 2023
BBB #********
*********************** ****** (#*********)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are terribly sorry to hear that the customers phone is not connecting to 5G after fully troubleshooting with our customer support. That can certainly be frustrating.
Three things must occur for a smartphone to have a 5G connection. 1) The phone needs to be 5G compatible. 2) The carrier must support 5G service. And 3) The customer would need to be in an area with 5G coverage. We have reviewed the location with our partners at AT&T, and while the phone is 5G compatible ************** 5G coverage, the customers home address does not have 5G coverage. The local towers only support 4G LTE coverage. We certainly understand that this is inconvenient. The customer may need to travel to locate a 5G coverage area. Once located, the phone will either show 5G or LTE+ (another name for 5G E coverage).
Additionally, the data usage reported on our website or My CC App is the usage incurred since the beginning of the billing cycle. This includes a few days before the new phone was received and activated. The data showing in the Settings of the phone was incurred during the dates shown within the phone settings, which may not line up with the actual billing cycle. These dates can be changed so the data usage shows correctly for the correct billing cycle. Also, if at any time the phone was away from the Wi-Fi source (or the Wi-Fi source was powered off or had a weak signal), and the Data Setting was on in the phone, the phone would begin to use data to stay connected to the internet. When the usage is reported from the tower, it is verified using 3 factors: phone number, IMEI or identification number of the device, and SIM Card number. Thankfully, there is no indication on the account that the customer will exceed the limit of their data plan.
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.comInitial Complaint
Date:10/31/2023
Type: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.
On 10/18/2023, I changed over to Consumer Cellular, they sent me a sim card to put in my phone. I followed the directions provided with sim card, it did not work their represenative and he told he would take care of it, and lf it does no connect, call *************. Now I am-disabled I dont have another phone, I cant walk, so I went online to try to get some help and they connected me to an IT tech and he was no help. Now their trying to bill my **** card for $28.00 for something they were supposed to do. Now am stuck in my house with no communication to the outside world. My nurse cant contact do my meds, I have missed doctor *********** for today. This is having domino effect on my life.Business Response
Date: 11/02/2023
November 2, 2023
BBB #********
************************* (#xxxxx8005)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ****************** was without service. We can confirm that his number transfer was completed on 10/24/23. However, we needed to speak directly with the customer to identify the phone he was using and to ensure the settings were set correctly in the phone so it could read our SIM Card properly.
Sadly, the customer decided to cancel their service until they could get a family member to help them with the phone and account. It was canceled per his request on 11/01/23 during the risk-free guarantee period. No charges will be due. He does have 30 days to reinstate the account to save the number that was transferred to our service. After 30 days a new SIM Card and a new number would be required for service.
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.comCustomer Answer
Date: 11/07/2023
I have discontinued services with consumer cellular, thank
Initial Complaint
Date:10/31/2023
Type: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 just started using Consumer Cellular for my phone service. I received the first bill. I was charged for two weeks that the phone was not activated. I then see that I will be charged $5.00 every month because I will not let them have access to my checking account information so they can deduct the amount due. I cannot believe this is legal. If I dont provide my bank information and allow them to take money, then I am fined. I am a 70-Year-old Senior. It is quite difficult, if not impossible, to balance ones checkbook if everyone can take money out at their discretion. I have been charged many late fees or returned check fees because of companies taking money from my account and not informing me. God forbid they text one! Is this really legal? As long as I pay my bill on time, why should I be fined $5.00 because I pay the bill myself?Business Response
Date: 11/02/2023
November 2, 2023
Complaint ID: ********
***************** (#****484)
Dear BBB,
Thank you for contacting us regarding the customers' concerns and allowing us to assist. We are happy to report the customer contacted our care team on 10/31/2023 and the care team issued a credit to the customer for the time the line was not active during the number transfer period.
Consumer cellular is not charging a fee to opt-out of automatic payments, however, we do offer a discount of $5.00 to our customers who choose to use our free auto pay and email billing process. All customers receive a $5.00 service fee and those that choose to use auto pay and email billing receive a $5.00 credit.
Best regards,
**************
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