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:10/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked this business twice to remove our address out of their database. It was ignored!! Called today ***** came on line. She was rude hateful etc when I asked remove our name and address . So bottomline I want that request honored and done asap. Non-negotible on this. Consumers are sick and tired of having to even ask. If I requested mail it would be on me. I ordered any member of my family asked for their service or their unwanted mail. The lady answering phone speaks wonders about why I wouldn't even consider being a consumer of such a business

  

  Business Response

  Date: 11/02/2023

  November 2, 2023 
   
  Complaint ID: ******** 
  **********************; 
   
  Dear BBB, 
   
  Thank you for contacting us regarding these concerns and allowing us to assist. We have added the member to our Do-Not-Contact list. They should not receive any further marketing materials from Consumer Cellular. Please note, if the customer is associated with AARP, they may receive our advertisements due to our partnership with AARP. Please, contact AARP directly to be removed from their mailing list.  
  Thank you for contacting Consumer Cellular, 
  
  
  Best regards, 
   
  ************** 
   
  Executive Resolution Administration 
  T ************ F ************ 
  ****************************************** 
  www.ConsumerCellular.com   

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20805885
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/31/2023

  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 purchased cell phones from this company. One phone went bad and they replaced the phone with no problem, no charge. The second phone, the sim card went bad, they are replacing the card but, they are charging $6.00 dollars for the mailing, not right.. The advertising for Consumer Cellar states thar, NO HIDDEN FEES, isn't this charge a hidden fee? This sim card was not our fault, the product was inferior and this charge should be refunded.

  

  Business Response

  Date: 11/08/2023

  November 8, 2023
  
  BBB File No. 20805638
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have hidden fees. Our shipping charges start at $5.00 for a SIM card and $12.00 for a phone with standard shipping. 
  
  As a courtesy to our customer, we have applied a credit of $5.00 to their account for the shipping fee on the new SIM card. The balance due on the account is now $77.38 and is due on 11/15/23. This credit will be reflected on 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
  

  Customer Answer

  Date: 11/09/2023

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

• Initial Complaint

  Date:10/30/2023

  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 switched my phone service from Metro PCS to Consumer Cellular hoping for better customer service I received better customer service but I have problems with the connection on my phone I was not able to make calls or receive calls and I spent many many hours on the phone with Consumer Cellular so call tech support which literally does not exist they try we tried for hours to make it right make it so that I can receive calls and make phone calls and it just was not working they said they submitted a ticket and they will contact me within 24 to 48 hours and my issue should be resolved they tried to call me and it didn't work they had me to dial out to a test number and sometimes it works sometimes it did the bottom line is all this time they were making written records of our conversation according to what customer service Representatives were telling me after going for days not being able to receive calls having problems making calls constantly receiving messages indicating emergency calls only come the weekend I know I have to have a phone it's been too many days too many people letting me know that they can't get through after calling me I went back to MetroPCS I asked them to I asked Consumer Cellular to find my money because I never received the proper service and they refused I don't think that's right if I haven't been able to get the service properly and they constantly advertise even while I was on the phone on waiting for them to come back to the phone they're very messages on your recording is how if you not satisfied with the service for any reason they will refund your money so why should you give me any problems when you know how much time and in any efforts I made from the time that I contracted to service with you to be giving me a problem about a refund I think I should be refunded with an apology.

  

  Business Response

  Date: 11/01/2023

  November 1, 2023
   
  BBB #********
  *********************** (#xxxxx0670)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the service/coverage issue that *********************** experienced. Our customer service agents were doing everything they could do to help resolve their service issue.
   
  Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. From 9/26 to 10/27, the account used 763 minutes, 348 text messages, and 23.71GB of data. This is considered valid usage, and typically, the final balance would remain valid and due. As a courtesy, we have waived all charges, and nothing will be due going forward.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with the customer 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: 11/01/2023

   
  Complaint: 20799829
  
  I am rejecting this response because:
  Whatever the call and text messaging was it was a lot of time spent trying to get the service to work the service never did really work I spent a lot of time trying to get service and as you do say I have to agree that your service representative were very good at being professional and I would love to receive a refund of the money that I paid you trying to resolve the issue but none of them had the knowledge to solve the issue and I would love to get the money I spent back
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a new AARP member and received a Consumer Cellular flyer in the welcome packet. On 10/11/2023, I contacted Consumer Cellular to inquire about the 2 line monthly service for $55/per month since it appeared to be a great deal. I decided to transfer my cell service plan to Consumer Cellular. One of my phones is an I-phone and they emailed me an electronic sim card, and my other phone is an Android, so they said they need to physically mail me a sim card which would cost $5. Additionally, I would need to call them back when I receive the sim card in the mail before they could transfer my service to Consumer Cellular. On 10/16/2023, I contacted Consumer Cellular to inform them that I had received my sim card and was ready to complete the process of transferring my cell service to them. They asked me for my pin # and I provided them what I thought it was because I apparently did not write it down. That pin # did not work so I provided them with what I thought could have been a couple of pin numbers and neither worked. They said they would send a text to my cell phone to reset my pin but I never received a text. They asked me to give them my IMEI number for both phones and I provided those. They said they were sending text messages but I did not receive any text messages on either phone. They ultimately said they would have to cancel my order because they could not access my account. I said that I received text messages from you when I placed my order so I am not understanding why I am not receiving them now, plus I am sure that I am not the first person to forget a pin #, and I am sure everyone who may have forgotten a pin # did not get their service canceled. I asked can you send me an email because I received emails as well from your company when I placed the order. The representative advised, email was not one of their options to reset a pin. They had no choice but to cancel my order and advised that I would not get my $5 back because that was a shipping cost.

  

  Business Response

  Date: 11/08/2023

  November 8, 2023
  
  BBB #********
  ************************* (#*****9271)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of ******************** frustration regarding concerns surrounding our security policy.
  
  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. Once in place, we ask the customer to verify this passcode when calling customer service for assistance. However, if the customer needs to remember the security passcode, we have a procedure to authenticate the caller. Once validated, our representatives can add the customer's four-digit Security Passcode, which will be used for verification going forward. 
  
  To help the customer, we issued a $5.00 refund for the shipping cost of the *** card. We want the opportunity to provide them with our service; they are welcome to contact us at **********.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Entered by BBB staff LO Consumer states she has had service with the business for quite a few years. She states her phone does not keep charge so she contacted the business to provide a new phone. They advised her she is behind on her bill by $64 but the last bill she received said she owed $24. She states the customer service rep was not helpful and hung up on her. The consumer states she has not been able to use any of her minutes but continues paying for them.

  

  Business Response

  Date: 11/01/2023

  November 1, 2023
   
  BBB #********
  *********************************** (#xxxxx6539)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. It appears that this complaint may be for a different cellular company as ****************** account has been closed since 12/26/2018.
   
  On 10/27/2021, we did speak with the customer and notified her that the account was closed and had been sent to collections. After some probing questions, and that she was having issues with her Jitterbug phone, we advised for her to contact Great Call for assistance with her phone and current account.
   
  ****************** Consumer Cellular account has been sent to collections for non-payment. Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, ******************* Services (PCS), on 5/19/2019. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 5/19/2019 would be provided through PCS. When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations or questions about the balance should be referred to PCS (******************* Services) at **************.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:10/25/2023

  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.

  Yes, my dispute is over a Bill that was sent as a "Delinquent Collection Notice" of $***** cents. Account number #*********: Notice Date: October 17th, 2023.This is the first notice I received after talking to a representative of Consumer Cellular. I spoke about my not being able to receive a code on my computer because my computer had locked me out due to an update which in turn disregarded my being able to use my password and unable to use my old Email address. A representative told me that in our discussion, since I could not get back into my computer to cancel my servers with Consumer Cellular the representative told me on the cell phone which had the # ************ which was used to cancel this server, in speaking with this representative he had assured me that this would not be an issue for any balance remaining from any payments from my automatic withdrawal from my savings account of $20 dollars every month. My complaint is that: How can I get a Delinquent Collection Notice received on October 24th, 2023 when I never received a first notice, and how could this amount build to $ ***** cents This issue started in late September of 2023, The envelope that the bill was sent had no date of when it was sent and if the Delinquent Notice was dated October 17th, 2023, when I chatted with the representative two weeks before the October 17th,2023 mail date in which I was told that I could receive a balance sheet within a week of chatting with this representative before getting cut off form this server as the representative stated to me as we concluded our transaction. I did chat with management about this matter on October 24th, 2023, and was put off by management. Management was the only one to receive my payment whereas the other people I talked to would not take this payment because my computer issue could not give me the needed code as well my old email address issue as stated above. I also contacted TransUnion at ************ about this issue.

  

  Business Response

  Date: 10/27/2023

  Hello BBB,

  Thank you for contacting Consumer Cellular and allowing us to address *************************** concerns.  We are sorry to hear of the frustration the customer encountered when paying the final balance on the account.  We understand this must have been frustrating, however, Consumer Cellular does require verification before accessing any accounts.  In this day and age, protection our customers personal and financial information is a top priority.

  We do see the final balance on the account has been paid and that Consumer Cellular waived the late fees applied to the account. 

   

  Best regards,

   

   

   

  Customer Answer

  Date: 10/27/2023

  After reading the response from Consumer Cellular,

  Am I to understand that the late fee was waived and the late fee was credited back on to my Debit card?

  Is this what I am to understand from the Information I read.

  Please state that the late fee was returned to my account,  for my record keeping and to update Complaint record to sign of on the complaint  ..                                All the Richard  

  Customer Answer

  Date: 11/02/2023

   

  From;

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

   

  Complaint ID #********

  Dear BBB

  On October 27th,2023 

   

  A response was sent back from Consumer Cellular in an attempt to explain a complaint that was filed against Consumer Cellular for inappropriate-

   

  Delinquent Collection Notice Account # ********* attached photo in this notice,  I see that a response is not forthcoming from Consumer Cellular.

   

                                               The responses stated: 

                                                                               Thank you for contacting Consumer Cellular and allowing us to address *************************** concerns.

                                                                                We are sorry to hear of the frustration the customer encountered when paying the final balance on the account.

                                                                                 We understand this must have been frustrating, however, Consumer Cellular does require verification before accessing any-

                                                                                  accounts.

   

                                                                                  In this day and age, protection our customers personal and financial information is a top priority.

                                                                                  We do see the final balance on the account has been paid and that Consumer Cellular waived the late fees applied to the

                                                                                   account.    

                                                                                                                             Best regards,

   

   

   

                                               The desired settlement response was not what I had hoped, or the resolution would have shown to be a true representation of a billing adjustment-

                                                from a business that should pride itself in honesty.   Tradition  in any age represents what is right, and what is wrong at any time period,

                                                 responsibility in this day and age is becoming hard to identify.    

• Initial Complaint

  Date:10/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went with Consumer Cellular because of their commercial about excellent customer service and its for the older adults and the plan rates seem to be reasonable. The first thing they should advise is read the fine print that once they get your social security number and credit card they will charge you even if you don't activate the phone because they activate it for you automatically. I ordered a **** card on 7-28-2023, once I received it, it was not compatible with my iPhone 8 plus, found out later it was locked with my old carrier. I never contacted consumer cellular back since the phone was locked. I seen a charge for $3.16 on 10-15-2023 so decided to call today. He advise me it was the taxes since the first 2 month was free, that was another reason I chose them for the special they had. He advise even though I didn't contact them back when I gave my social security number and credit card that activated my account. He said he can cancel the account but I will be charged $27.07 for the billing cycle **** to 10-21-2023. He said he spoke to two supervisors and there is nothing that can be done. I don't agree with that, the account was not activated by me, I never had a phone to use so how can they charge me? Since I didn't contact them back I assume that cancelled my account. I want my refund for all the money they took from my account and to let everyone know read the fine print and don't use a company that can get your personal information and use it how they want. I was desperate for a phone since my new phone I had only for 2 months was stolen, I don't normally give my social security number or credit card information upfront, this has taught me don't do it again especially for companies like this.

  

  Business Response

  Date: 10/23/2023

  Hello,

  Thank you for contacting Consumer Cellular and providing us the opportunity to respond to these concerns.  Consumer Cellular offers a Risk -Free guarantee to our customers.  If the customer does not cancel service in the first 30 days all invoices are valid.  The customer activated service on 07/28/2023 and the account cancelled on 10/21/2023.  The customer made two payments for services on the account.

  ********************** did review the account and see the customer did not use services.  As the customer did not use the service as a one time courtesy, we have waived all charges on the account and issued a refund to the card on file.  It may take up to 14 days for the financial institution to post the funds.  Thank you for reaching out!

   

  Best regards,

   

   

   

  Customer Answer

  Date: 10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me. Can you let the business also know that something should be in writing at the beginning when you order the **** card or accept service, that once you give your social security number and credit card information, they will automatically take payments regardless if the account is activated or not. If that was known, I would not have given my information. I will check my account to make sure all payments has been refunded. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/21/2023

  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 insisted on upgrading my phone which then caused the phone to be useless, and forcing me to buy a new phone...

  

  Business Response

  Date: 10/23/2023

  Hello,

  Thank you for allowing us the opportunity to address these concerns.  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. 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 the customers device was not compatible with the new network service we offer. 

  If the customer would like to consider our service again, we would be happy to provide a credit to assist with the cost of a new device. ********************** is not a prepaid service as we bill in arrears for service and usage. The balance on the account is the final bill through the date of cancelation.

   

  Best regards,

   

   

   

• Initial Complaint

  Date:10/20/2023

  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 ordered a phone from the business. I was suppose to get a S22 and I did not get the phone I wanted. I received a phone way too small. They are charging me $699.00 for a S22 phone and I do not have a S22 phone the phone I received is more like a A phone. I do not want to pay $699.00 for a phone that is not worth it. I called the business and they keep saying I have a S22 phone when I do not . This phone I have has nothing on it. I would like the right phone or refund me the money back for the phone I did not get.

  

  Business Response

  Date: 10/23/2023

  Hello,

  Thank you for contacting Consumer Cellular and allowing us to address these concerns.  The device purchased from Consumer Cellular on 05/27/2023 and delivered to the customer on **/01/2023 is a ******* Galaxy S22 - Phantom Black 128GB.  We confirmed the **** number of the device with the customer on a call with our representatives on 08/28/2023. The **** number of a device is a seriel number specific to the device. As the customer confirmed the **** ending in ****, this confirms the phone in question is a ******* S22.  The customer can access the **** of the device by dialing *#**# on the dial pad of the phone.

  We are sorry the customer is unhappy with the device, however, the device is outside of the Risk Free Guarantee and the balance owed for the device is valid.
  

   

  Best regards,

   

  ***** R

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with consumer cellular for over two years and have been receiving my monthly bill via U.S. mail. In my August, 2023 bill I received an insert/flyer telling me if I changed to on line billing, I could receive a $5.00 per month reduction in my monthly bill. I signed up in August via a telephone call with their customer service department. My new reduced bill was to begin in September. The email bill arrived but did not reflect the reduction in my bill so I called the customer service number to get the bill adjusted. After much discussion (some of it rather heated) I was told that there was nothing they could or would do and to contact their corporate office and I was offered their mailing address. I sent a letter the next day with all the supporting documentation to the corporate offices. No one responded and in October, I received my email bill but still not adjusted. I sent a follow up letter to the corporate office and still have heard nothing. I just want to have my bill adjusted lower by $5.00 per month per their flyer with them stating in the flyer that it is a "win/win" deal.

  Customer Answer

  Date: 10/20/2023

  Here is a picture of the consumer cellular flyer that arrived in the U.S. Mail with my August bill.

  

  Business Response

  Date: 10/26/2023

  October 26, 2023
  
  BBB File No. 20755631
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. We recently implemented some changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in our AutoPay program and electronic billing. Customers will receive their monthly statement via email and they can also access their invoice through their online account or from the My CC application on their smartphone. We do accept e-Check and prepaid debit cards for AutoPay. With AutoPay, payment is only taken if a balance is due on the invoice due date. Customers are welcome to pay by check or credit card, however, payment would need to be received before AutoPay is processed on the invoice due date.
  
  Please note that customers who are on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. *********************** is currently grandfathered into her Legacy plan of Unlimited Minutes for $20.00 plus tax and Unlimited Texts/10GB for $20.00 plus tax. 
  
  As our customer is currently enrolled in E-Billing and Autopay, they can reduce their monthly invoice by switching to our new plan pricing of Unlimited Minutes for $15.00 plus tax and Unlimited Texts/10GB for $20.00 plus tax. The customer would need to remain enrolled in E-Billing and AutoPay or they would incur the $5.00 convenience fee. Please also note that once the plan is changed to the new plan pricing, it cannot be reverted to the Legacy plans. 
  
  Information regarding the $5.00 convenience fee is listed on our website and states *The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing.
  
  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: 10/27/2023

   
  Complaint: 20755631
  
  I am rejecting this response because:

  The flyer that was an insert in my, **** mailed, paper bill in August made no mention of restrictions, limitations, exclusions, nor any mention of accounts that are "grandfathered" as being ineligilble.  Had I known of such restrictions or limitations, etc, I would not have gone from receiving paper billing to on line billing. 

  The flyer said that it would be a "win/win" for everyone.  To date, I've not received my portion of the "win" which is a $5.00 reduction on my monthly bill.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/27/2023

  I just found, and read, the response consumer cellular sent to the BBB.  It is far different than the email I received from them.  In no portion of the response sent to me do they indicate I could change plans, and in so doing, get a $5.00 reduction in my monthly bill.

  It says in their letter to the BBB, that I could get a $5.00 monthly reduction in my bill by changing from a "legacy plan" (which I assume could be the grandfathered plan) to the "new" pricing plan. 

  Based on their past interactions with me, I'm hesitant to accept this as it could include an eventual and ultimate increase in my monthly bill.  If they are truly offering a $5.00 (on going) monthly reduction on my bill, I would reconsider my initial rejection of their no-offer email to me.

  Thank you,

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

  

  Business Response

  Date: 11/05/2023

  November 5, 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. All non-Legacy customers receive a $5.00 convenience fee and those that choose to use AutoPay and e-Billing receive a $5.00 credit. Customers who are on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. Once a Legacy plan is changed to our new plan pricing, they would need to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.
  
  Our customer is currently on a Legacy plan of Unlimited Minutes for $20.00 plus tax and Unlimited Texts/10GB for $20.00 plus tax. As our customer is currently enrolled in E-Billing and Autopay, they can reduce their monthly invoice from $40.00 plus tax to $35.00 plus tax by switching to our new plan pricing of Unlimited Minutes for $15.00 plus tax and Unlimited Texts/10GB for $20.00 plus tax.  
  
  The customer would need to remain enrolled in E-Billing and AutoPay or they would incur the $5.00 convenience fee. Please also note that once the plan is changed to the new plan pricing, it cannot be reverted to the Legacy plan. 
  
  The customer may change to the new plan pricing by contacting customer service at ************ or via live chat at **********************************************. As well, the customer can change their plan through their online account at ********************************************. Once signed in, click on Change Plan and select 10GB. Please note that the price listed will be $33.25 plus tax, which includes their AARP discount of 5%. 
  
  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: 11/13/2023

   
  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. 

  Based on a telephone call I made to Consumer Cellular today, I spoke with customer service representative ****,  and after much conversation, my new bill amount will be the $33.25 plus tax as stated in their letter to the BBB, beginning in December, 2023 and continue at that rate going forward.  

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

  Customer Answer

  Date: 11/13/2023

  I would like to ask that this complaint NOT be closed until I receive my December bill from Consumer Cellular.  The reason for this request is that in August, 2023, they assured me that my reduced billing would begin in September.  It did not happen and resulted in me filing this complaint to get the reduced bill I was offered.

  Thank you for considering this request.

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