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:10/17/2023

  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.

  Today I called Consumer Cellular to be removed from their mailing list. After a half hour on the phone the lady said she would have to enter my son-in-law's information because I am on his phone plan. I don't have Consumer Cellular. I have never been told I had to give my son-in-law's personal information to be removed from a mailing list. I want them to stop mailing me junk about Consumer Cellular. I am not interested. I absolutely will never give out anyone else's personal information. And I never had to give others information to be removed from any other mailing list. I just want them to stop mailing me junk mail. Trying to get me to switch to their plan. That will NEVER happen. My address is on this complaint for them to stop mailing to me.

  

  Business Response

  Date: 10/23/2023

  Hello,
  
  Thank you for contacting Consumer Cellular. I have added the member to our Do-Not-Contact list. They should not receive any further marketing materials from Consumer Cellular. Please let us know if we can be of further assistance.
  
  Thank you for contacting Consumer Cellular,

   

  *****

  Customer Answer

  Date: 10/23/2023

   
  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:10/17/2023

  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 been a customer since 2021 and all of a sudden they raised my rates a couple of months ago and when I brought it to their attention that they werent crediting my account accordingly they made up invoices and said they are charging me $5 every month because I am not on auto pay. Someone needs to investigate this company because the customer service is the worst I have ever encountered in my life they lie and they try to avoid why you called by going over their fake invoices and I have lupus and I got really sick over last week because of the calls I made and never got answer to my questions.

  

  Business Response

  Date: 10/21/2023

  October 21, 2023
  
  BBB File No. 20741602
  *********************** (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 know that all customers receive a $5.00 convenience fee and those that choose to use AutoPay and email billing receive a $5.00 credit. While we are not able to waive the $5.00 fee unless the customer opts to enroll in AutoPay and e-Billing, as a one-time courtesy, we have waived the $5.00 fee on their last invoice. As well, we have applied a one-time courtesy credit of $4.75 to their account and they now have a credit balance of $10.06, which will automatically be applied to their next invoice. 
  
  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.
  
  The customer is currently enrolled in Unlimited Minutes for $15.00 plus ************** Texts/1GB for $5.00 plus tax, an additional line fee for $15.00 plus tax and the $5.00 convenience fee, for a total monthly cost of $40.00 plus tax.
  
  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:10/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular has an active advertisement stating that it doesn't matter if you use 1G or a bagillion G of ****, they have you covered. I happen to know this is in fact false. My account, at least 3 times, had the **** throttled so much that I could not even open a web page on my phone. I couldn't even open the map on my phone. I called Consumer Cellular support and told them the same thing, and the reps actually said that they know about the advertisement and they agree with me. The company is advertising an *********** **** plan that isn't actually unlimited.

  

  Business Response

  Date: 10/22/2023

  
  
                 
  October 22, 2023
  
  BBB 20739874
  ************************* (*****4765)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. With unlimited data plans, there are no limits to the amount of data a customer can use, however, data speed is reduced once a customer has used a preset amount of data. This is a general standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. Once a Consumer Cellular customer has used 50GB of data in a billing cycle, their data speed will be reduced for the remainder of the cycle.
  The information about our unlimited data plan is available in our Wireless Customer Agreement on our website,section 1.3: For customers enrolled in our largest data plan, access to high-speed data will be reduced if the plans data limit is exceeded, and you will experience slower speeds for the remainder of the billing cycle. This information is also provided in the startup pamphlet that is sent out with every phone, on page 5.
  After reviewing the customers account, their data was turned off due to a high amount of data used in a short period of time. To protect our customers from unexpected or extreme charges,and assist us in identifying fraud, if any line of service exceeds 10GB, **** texts/minutes, in a 3-day window, the service or feature will automatically be suspended. We are unable to turn off this feature as it is protection to our customers. This information about suspending a feature of any service is in our Wireless Customer Agreement under Section 1.2.
   
  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: 10/23/2023

   
  Complaint: 20739874
  
  I am rejecting this response because:

  In response, I would like to address some of your statements.
  *In ***************, you verbally advertise that Consumer Cellular has you covered no matter how much data you use.  How do you explain to someone who is speaking to your customer care that they can still use data after they have reached 50GB when they cant even open the map on their phone or they cant even get ****** to open ?  You shouldnt advertise that data is slowed when it is effectively turned off.
  *Can you identify the time period and show proof of my line using a high amount of data in a short period of time ?  If this is your claim, why did your representatives not tell me this is why my data was slowed ? And furthermore, why was my data slowed or turned off for multiple days?
  The core of my issue is that you advertise that you have everyone covered for data, but in fact, you do not.  You try and escape the false claim by stating that you slow down speed, but in effect, the data is basically suspended. 
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/13/2023

  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.

  As I prepared to take a trip to Ireland, contacted CC with concerns regarding service in foreign country. Was informed about possible excessive roaming charges etc. Arranged a limited roaming ceiling as shown in response attached. Upon flying out of ***-** all service ended. I had absolutely no cell coverage on my phone until I flew back home 2 wks later. This put me in a situation where I could not call a taxi, call if there was an emergency, nor could anyone contact me in case of an emergency. I would like a credit for the amount of time I was denied service by Consumer Cellular and an explanation as to why I was not informed of this possibility prior to my trip when it's obvious Consumer Cellular was aware of this possibility.

  

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  
  BBB #********
  *********************** (#*****1499)
  
  Dear BBB,
  
  Thank you for contacting us regarding *********************** complaint and allowing us the opportunity to respond. We are sorry to hear international service was not working while our customer was traveling abroad, and for any inconvenience this has caused *******************
  
  International roaming was enabled as requested on 09/27/2023 and we are also sorry to hear the phone service was not working while the customer was traveling. We understand how inconvenient it can be when the phone service is not working correctly.  As a courtesy, we have applied a credit to our customers account for two weeks of service, $10 plus tax, which will 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:10/11/2023

  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 am a long time customer of ********************** and I only have 1 complaint about Consumer Cellulars services and that is I am unable to respond to group texts that have more than 10 people. I have a large family and frequently get text messages greater than 10 phone numbers and it is frustrating and sad that I am the only one that cannot respond. I have called support for assistance and have been told it is due to the contract Consumer Cellular has with **** and there is no resolution other than to leave Consumer Cellular for another phone carrieris this true? I find it hard to believe that is my only option.It is necessary for me to be able to respond to group texts greater than 10 but less than 20.

  

  Business Response

  Date: 10/21/2023

  
  
                 
  October 21, 2023
  
  BBB #********
  ********************* (*****3895)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As Consumer Cellular is a reseller of AT&T, we are limited to the services that are provided by their towers. At this time, our group messages can only support up to 10 contacts at a time. We apologize for any inconvenience. Please note, this does not affect third-party applications, such as ******** Messenger or WhatsApp. These Apps will still allow for multiple contacts over the 10 limit.
   
  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:10/11/2023

  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 got an email saying I really should update my sim so I could gain all the benefits of the network. since that point I stupidly did it, I've had more problems than ever. they failed to tell me it was upgrade and could not go back. according to them, it was just some changes being made on my tower. until I pushed by saying what's the eta since this was going on for weeks, they wanted to lie to get me off the phone. not only did it ruin my phone for service (everyone told me it breaks up badly on calls, daily reboots, text would not send/receive) I had to buy a new phone. same issues. even spoke to their tech to manually enter settings, same thing. slightly better but I frequently need to call people back. I had none of these issues prior to the upgrade. I'm stilling at home in my office in the exact same place I've been using my phone for years but now it's a problem. if they can't provide reliable service it's time to move to another carrier

  

  Business Response

  Date: 10/18/2023

   
  
  October 18, 2023
  
  BBB #********
  *********************** (#*****2550)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry that the customer is experiencing moderate coverage 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 *************. Several causes can impact cellular services. Adverse weather, interference from building materials or terrain, distance from the nearest tower, or network overload can all contribute to connectivity issues.
  
  We have included the steps to change the Preferred network type for the ****** Pixel 7. Changing these settings may help with connectivity.
  
  ***** the settings icon > ***** Network and Internet > ****************** ***** the settings icon>***** Preferred network type (5G/LTE/3G) >***** the required network mode> Return to the home screen.
  
  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:10/11/2023

  Type:Customer Service 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.

  Consumer Cellular has kept me locked into the most expensive plan.for 5 months I have tried to switch to a lower plan but have always been told that I missed the window and will have to do it "next billing cycle".Tried to speak to representative but their "Contact Us" will not allow me to speak to a rep.

  

  Business Response

  Date: 10/13/2023

  October 13, 2023
  
  
  BBB #********
  ********************* (#*****0846)
  
  
  Choose a greeting
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of Mr. ******* frustration. We have spoken with the customer regarding concerns surrounding online payments.
  
  We are happy to report we have assisted our customer. We confirmed that the customers online account works appropriately, and they can change their plan. Because we want to help, we placed a $176.56 credit on their 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: 10/15/2023

   
  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:10/10/2023

  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 had just began service with consumer cellular. The phone worked fine. I called to ask how I could get read receipts from text messages. The first thing out of the reps ***** was that my phone was outdated and I needed a new one. I asked just tell me how to get read receipts. He had me change all the settings and the phone stopped working. He said there was nothing I could do, I would have to buy a new phone, which I did. As the new phone would not arrive for a while I took a chance put the phone back on its old settings and it instantly worked. This was obviously a con job to get me to buy a new phone. I tried to send the new phone back, but they turned off the old one. I then found out that their reps have only a limited time to work with you. Consumer cellular may have low rates, but they engage in unethical behavior to make up the short fall

  

  Business Response

  Date: 10/13/2023

  October 13, 2023
  
  BBB File No. 20718573
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. To be activated on our service, a non-Consumer Cellular device must be fully unlocked, VoLTE-compatible and compatible with GSM network technology. We cannot guarantee the functionality of all devices or features of a non-Consumer Cellular device with our service. Please know, we cannot be sure that a non-Consumer Cellular device will work with our service until our SIM card is inserted. 
  
  *************************** established service and ordered a SIM card for use with her non-Consumer Cellular phone on 9/19/23. On 10/04/23, they contacted customer service for assistance with read receipts for text messages. When we were unable to get this feature working after completing troubleshooting, our customer opted to purchase a new device. If the customer would like to use their previous phone, they may contact customer service and we will set up a return for the new phone. 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.
  
  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: 10/13/2023

   
  Complaint: 20718573
  
  I am rejecting this response because: I simply wanted to know if read receipts were possible.  The instructions given me by ******* caused the phone to stop working,  whereas he said there nothing that could be done. I got the phone to work simply by returning to the old settings.  I will keep the new phone, but I want other customers to be aware of their business practices
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/09/2023

  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.

  I bought a new ***** G400 5G 64GB cell phone from consumer cellular on 8/19/2023 for $217.00 on installment monthly plan. On 10/16/2023 the phone locked up and I could not get in to it.I called ***** company and they told me they could not unlock it for me because it was a phone made to not be unlocked! I contacted consumer cellular by chat on 10/9/2023 and told them the phone locked up and could not be unlocked. They told me I was pass the return date and that I still owed for the balance of the phone.I asked if I could return the phone but was told NO. It was listed on line on all info about phone could not be reset> They should have listed this info about the phone! Consumer cellular stated they do not want the phone returned for a refund. I do not want to pay for this fraud phone they sold me! Can you help me?

  

  Business Response

  Date: 10/12/2023

  
                 
  October 12, 2023
  
  
  BBB #********
  ***************************** (#*****2205)
  
  
  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. 
  
  Once the phone is shipped and leaves the care of Consumer Cellular, the customer must return it in like-new condition. When a phone is locked, it is no longer in a new state because no other person can use it for their service. 
  
  Unfortunately, Consumer Cellular does not have the passcode or the ability to unlock the customer's ****** We recommend ********* support website- ************************************************** contacting ***** at **************.
  
  We are happy to allow the return of the ***** once the lock is removed and if it is in like-new condition.
  
  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: 10/12/2023

   
  Complaint: 20714840
  
  I am rejecting this response because:The company should deduct some money off of the cost of the phone because they did not state any info about the phone could not be reset on line when I bought it!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/09/2023

  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.

  The company fails to address my complaint for the past month or so concerning my inability to access my account online through my iPad. The website will not let me onto its login page.The error message that I am receiving indicates error loading chunks. Im getting a lot of generic apologies from the company, but no resolution to my problem. I keep getting switched from person to person and from department to department, including one individual that actually terminated my call.

  

  Business Response

  Date: 10/14/2023

  October 14, 2023
  
  BBB #********
  ************************* (#xxxxx7674)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond. We are terribly sorry to hear of the frustrations they have had while trying to access their online Consumer Cellular account. As they are using a non-Consumer Cellular device, in this case an Apple iPad, and accessing the internet on a network that is not Consumer Cellular, we are limited on the troubleshooting we can provide.
  
  We can confirm that our website is functional and not undergoing any updates. When accessing our website at ********************************************, we do recommend clicking Accept on the pop-up Cookies notification at the bottom of the page. If the Login box does not appear, they can close the browser tab and reopen it to see if that resolves the issue. Additionally, we recommend using a different browser such as Chrome or Firefox. Other browsers can be downloaded through the App Store, though we do not have information in regard to cost.
  
  Another option is downloading the free My CC App from the App Store. This will allow them to pay invoices or change their plans whenever they need. This can also be downloaded on their smartphone through the ****** Play Store, or they can use the Chrome browser on their smartphones as well. If their issue persists on the Apple iPad, we recommend reaching out to Apple for assistance with their device. Thankfully, the customer's account is on Autopay, so their payments will continue to come out on their due dates without logging into the online account or My CC App.
  
  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: 10/15/2023

  First of all, Ive been accessing the consumer cellular website for years with the same iPad hardware prior to this problem showing up. I found a backdoor way to get into my account using this iPad. Heres how I do it: I type in **********************************. That brings me to a page of advertisement, but at the bottom of the page it allows me two options. If I click on the a login option, I return to an advertisement page with no way to get off that page. If I click on the second option, Im sent you a login procedure for changing my password. I go through the procedure and where it says create a new password, I type in my old password. Voil, up pops my account with full access. I checked with Apple, and they said the problem does not exist with their iPad. Ive been on this merry-go-round with consumer cellular for too long now. If I can get in to my account through a back door, what is their explanation as to why I cannot access my account in a normal manner. They have excused their behavior with claims that their system is undergoing maintenance. One told me that consumer cellular cannot help me with this problem. One representative actually switched me to a final survey line right in the middle of my sentence-how rude!

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20713648
  
  I am rejecting this response because:

  Suddenly, after a month of frustration to resolve my issue, I am now able to log onto my account in the normal manner. That doesnt excuse their behavior to get the issue resolved. If they were able to solve the issue after a month, they couldve solved it without putting me through this nightmare. I used to have respect for this company, and I believed their ***************, but I believe I have now exposed the ugly underbelly of this company. Also, when I stated the instance where a representative terminated my call, I forgot to include the fact that immediately after that call, my phone was disabled for a period of about 1/2 hour. Was this a message by the company? When I encounter a TV commercial by this company, I get a sickening feeling when they extol the virtues of their product, especially their customer service. ****** learned about the companys self praise.

   

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

  Customer Answer

  Date: 10/26/2023

  Although I am now able to access my account through a standard login page, the fix that the company put in was only after a long debate as well as my complaint issued to the Better Business Bureau. I would like the company to address why they were only able to resolve the issue after putting me through all of this effort. If they are truly able to live up to their *************** online and through their TV commercials, they owe me this explanation and they owe the public this explanation. If there is no defense, then they will not reply. A company relies on its reputation, but, in my eyes this company now has four flats. The ball is now in their court!