Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Consumer Cellular has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/27/23 at 8:20pm I received a message from consumer cellular stating "You've exceeded your plan's 35.00GB threshold and will experience reduced data speed. There are 6 phones on my account and 5 of them use data. All 5 phones started to experience reduced speed. I checked my account and only 21GB of data was used up. As such, I contacted Consumer Cellular (CC) 3 times and as of this writing have not gotten anywhere. I keep getting runaround. Please see the chat session attached. The last time that I contacted them via chat, the tech said that they are sending me sim cards and it should solve the problem. I informed them repeatedly that this is not a phone or sim issue as the problem started in the evening of the 27th and happened to all 5 phones at the same time. My request was denied. As of this writing, all the 5 phones on my account are experiencing severely reduced data speeds and I can not get them to solve the problem.The other issue: during my discussion with the technician, the technician changed my plan without my consent. Please see the attached email

  Customer Answer

  Date: 09/29/2023

  After submitting the complaint yesterday, I contacted Consumer Cellular again for the 4th time hoping to get the problem resolved.  I talked to three different individuals and the last person was ******* who was the head customer support person.  I was on the phone with him for 34 minutes.  He kept insisting that the problem is from ******** and not from CC.  I told him that such was not the case as at least one of the phones on the account (phone no ending with ****) has AT&T sim card and that phone is affected as well.  At the time, I did not have access to that phone and I told him that I will be home in 20 minutes and will have access to that phone as well and I can show him that the problem affects that phone as well.  He promised to call me in 20 minutes at 4:15pm to discuss further.  I never heard back from *******.  As of this writing (9/29 7:45am eastern time), I'm still having the same problem.

  

  Business Response

  Date: 09/30/2023

  September 30, 2023
  
  BBB File No. 20669021
  ************************* (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 non-Legacy customers receive a $5.00 convenience fee and those that choose to use AutoPay and email billing receive a $5.00 credit. Customers who are on a Legacy plan 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, the customer would need to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.
  
  With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. 
  
  For our Legacy customers, once we receive notification of 35GB of high-speed data being used in a billing cycle, their data speed will be reduced. This includes the data that has officially reported combined with pending data usage.
  
  On 9/28/23, ************************* contacted customer service as their data speed had been reduced due to over 35GB of combined pending data and official data usage reporting. The representative moved them to our new plan pricing, which offers *************** including 50GB of high speed data before data speed is reduced. This change moved them from Unlimited Minutes for $20.00 plus ************** Texts/Data (with 35GB of high speed data) for $40.00 plus tax plus 6 additional lines of service at $15.00 plus tax each for a total monthly bill of $150.00 plus tax to Unlimited Minutes for $15.00 plus ************** Texts/Data (with 50GB of high speed data) for $35.00 plus tax plus 6 additional lines of service at $15.00 plus tax each, plus the $5.00 convenience fee for a total monthly bill of $145.00 plus tax. By making this change, the reduced data speeds were removed from their service and decreased their monthly invoice by $5.00 plus tax. 
  
  If the customer opts to enroll in e-Billing, they would receive the $5.00 credit as they are already enrolled in AutoPay, which would bring their monthly invoice to $140.00 plus tax with 50GB of high speed data. 
  
  The customer does have the option to revert to the Legacy plans of Unlimited Minutes for $20.00 plus ************** Texts/Data (with 35GB of high speed data) for $40.00 plus tax plus 6 additional lines of service at $15.00 plus tax each for a total monthly bill of $150.00 plus tax. If they would like to make this change, they will need to contact customer service and we will revert their 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.com
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20669021
  
  I am rejecting this response because:

  Consumer Cellular DIDNOT address my concerns at all.  My concern was that my data speed has dropped significantly and they are not addressing that.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/02/2023

  Despite change in my plan, my data rate has slowed to 0.1 MBPS.  I have made 4 phone calls to Consumer Cellular regarding this matter and they have failed to fix this problem.  Consumer Cellular failed to address this issue in their response.  

  AGAIN, the problem that I'm having is LOW DATA SPEED.  I'm asking for Consumer Cellular to contact me and solve this issue.

  Thank you

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer cellular solicited me and I decided to purchase the apple iphone15 from them through easy pay. I submitted my social security and date of birth ect. I found out I was approved and proceeded to pick a plan and insert my payment.I got a validation email stating my terms and signed documents electronically. The money was taken out immediately from my account and ********************** sent an order confirmation and receipt of payment. .I was told via email a congratulations and to call billing and verify that I made the purchase. I attempted to but they were closed. The next morning I called but no answer to ************** so I called their customer service number and spoke *******. She told me that their system update was taking place and she could not help me at this time. I called back later and provided verification and consumer cellular informed me they would send me my tracking information when my phone shipped. Then I received a phone call immediately after from *****************. It rang only 2 times and stopped. I did not recognize this number so called back. I was told that their was a glitch In consumer cellulars system and they dont know why I got approved and then they cancelled my service and order.Problem is consumer cellular had me sign documents and pay. They ran my credit too and I assume this lowered my score. Consumer cellular took the money from my account immediately when they approved me. The customer service told me to call my bank or pay an additional **** to ship my phone. This is a bait and switch and fraud. I told them to refund me immediately and asked for supervisor. Same story by this person too bad (even though they admitted it was their mistake) they made the mistake but they could not tell me why or when my money would be refunded. It is a classic example of bait and switch and then change the rules and ask for money. As I write this I have not received my refund or my purchase.

  

  Business Response

  Date: 09/30/2023

  September 30, 2023
  
  
  BBB #********
  ***************************** (#*****0903)
  
  Dear BBB,
  
  Thank you for contacting us regarding ******************************* complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on their account.
  
  Our customer placed an order for service on 09/26/2023 with the purchase of an Apple iPhone 15 Pro *** using our EasyPay financing option.  During the order process, an error occurred, and **************** was approved for EasyPay, and a payment of $101.61, which included a down payment, sales tax, and shipping, was processed.  This error was discovered by our billing department during an order review, resulting in the order being cancelled and our customer being advised the full purchase price of the device, plus tax and shipping, would be needed at the time of the order. 
                                                                                                                  
  The original payment, $101.61, was returned to the credit/debit card on file on 09/27/2023 and, depending on the financial institution, should be available within 3-5 business days.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:09/26/2023

  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.

  Filing this on behalf of my elderly mother. She was switching cell phone carriers to Consumer Cellular. She paid $200+, closer to $249, for a cell phone that they were supposed to send in the mail. She did not receive it. I am staying with her to help care for her and can verify that it was not received. They said they sent it. After contacting them they said they would send another one as a replacement, however, that one was never received either. Called them again and now they said the second was never sent out. She requested to cancel all together and get a refund on the money she paid for the phone but never received. They refused to refund the money stating that since she does not have a product to send back they cannot refund it. However, she never did receive the product in the first place. Somehow they cancelled her other cell phone provider service with **** and now she has no phone for emergencies. She even offered to go ahead with Consumer Cellular if they could overnight her a replacement but they refused. They said it would take 5-7 business days which is unacceptable. My mom is elderly and sick and needs phone service for emergencies. A refund has been requested so she can get service elsewhere.

  

  Business Response

  Date: 09/27/2023

  September 27,2023
  
  BBB 20657978
  ******* Nation
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced. We appreciate the feedback shared and are constantly looking for ways to better serve our customers.
  
  We spoke with ********************* regarding her concerns about her mothers phone that she never received. We understand her concerns about not receiving the assistance needed to replace the device while she had been waiting over a month,assuming it had been stolen. We have forwarded Tiffanys concerns to the appropriate department for further review and training. ******* advised that the first phone was finally received yesterday; however, they are going to wait to reinstate the account and set up service until the month with her mothers current provider has ended.
   
  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:09/24/2023

  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.

  I have paid every bill, including the month of June 2023, for mobile phone service. Yet, Consumer Cellular suspended my phone service in July 2023. I have sent two sets of/payment copies to the billing ***** and they continue to send bills of all amounts to my home, and they leave messages on my phone as well when I have clearly told them to stop. There are no contracts. I called Comsumer Cellular and asked for a supervisor so I could close down my mobile account. On Sunday, August 6th, 2023, the account was closed. Having paid through June of 2023, and I even sent the copy of the payment from my bank account showing I paid it on June 12, 2023 and it cleared on June 13, 2023, yet they suspended my account in July and I discovered this when I wanted to phone my home and it went right through to Consumer Cellular. I have had an older woman call my home about paying my bill. I think scammers may be behind this because no matter what I do from emailing more than once paid bills in PDF form to sending typed letters to the billing ****** they just don't seem to get it. I have complied by sending the second batch of paid bills copies. I do not owe them anything. They suspended my account so I could not use it and I told them to send me a bill for July 2023. They send me bills of June and July, and never just July. I never had use of my phone in July because they suspended it. I owe them nothing. Oh, the July bill is $25.04. and their latest bill is in the 80s due to adding on late fees. I have received letters that my account is closed and the next thing I get a bill from them in the 80 dollar amount by adding on more fees to a closed account back in August. Also, when I called their number, I got a person working from home who had to quiet her children in order to talk to me. I have paid all the bills due through June. They have threatened to damage my credit. They need to stop harassing me and calling my home. and mailing bills already paid in full. *****

  

  Business Response

  Date: 09/27/2023

  September 27,2023
  
  BBB 20649319
  ************************* *****7393
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced. We appreciate the feedback shared and are constantly looking for ways to better serve our customers.
  
  We understand *************************** concerns regarding the final balance of their account. ********************** 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. *************************** account was suspended for non-payment for three past-due bills on 7/29; however, they would have needed to call in to officially cancel the account. As of 8/6/23, the account is canceled.
  
  We reviewed the usage of the three past unpaid invoices on the account totaling $81.82; ************************* had not used the service within that time. As a courtesy,we waived the entire account balance. The account balance is now $0, and they will no longer receive invoices from Consumer Cellular.
   
  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:09/23/2023

  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.

  Consumer cellular sent emails stating that the *** cards in two of the phones that are on my account needed to be updated....Called them to have the *** cards activated,both times they were not compatible with the phones..I had to purchase new phones because the current phones got locked once they tried to activate them...They refused to refund me the purchase price for the two phones that I had to replace and they refused to replace the phones for me...What a sneaky way to get you to buy their products. At least compensate me half of the money for each phone....Once the old *** card was deactivated, they can't reverse the process. Just a sneaky way to get you to buy their products..... not a very good business practice.

  Customer Answer

  Date: 10/04/2023

  The ***** C300 phone was purchased as a temporary phone until the iPhone 12 phone can be replaced. Consumer Cellular should replace the iPhone even if it's a refurbished one...or something compatible to the iPhone 12......They are using these SIM cards knowing that they aren't compatible with your phone as a sneaky tactic under the pretence that the phone your using will not function properly without the sim card that they send to you.

  

  Business Response

  Date: 10/04/2023

  October 04, 2023
  
  BBB 20647257
  ************************* *****2833
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced. We appreciate the feedback shared and are constantly looking for ways to better serve our customers.
   
  We attempted to reach ************************* to discuss the complaint with them, but they did not answer or call back. We understand *************************** concerns about having to purchase new phones; it would be frustrating having to purchase new devices to be able to continue using the service they are paying for. While we understand our customer's frustration, with our transition to AT&T towers it is necessary to have a compatible phone activated. As a courtesy, we applied a $150 credit to the customers account. The credit will apply to any future invoices.
   
  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: 10/04/2023

  That's so not true. I received a call from a  Consumer Cellular rep. by the name of (******)..I didn't get a last name on 09/27/23 at 12:09 EST. on my landline phone. At first she offered me (if I'm not mistaken), $100 credit to my phone bill. I said that wasn't acceptable. Then she offered the $150 phone bill credit. I said I'd have to think about it. I never agreed with anything . I asked for a phone number to contact her. She gave this # *************). She said that it was a direct line to reach her. So that proves that we did conversate. Slap in the face to offer me less than what I have to replace. Correction, what I did replace. The ***** C300 is temporary until I can afford to replace the iPhone due to their negligence.... Surprised more people haven't complained about this shady business dealing scheme that they're doing.

  Customer Answer

  Date: 10/11/2023

  I did respond on 10/04/23. I spoke with a Rep. named ****** on 9/27/23, and she offered me $150 credit on my phone bill. She also gave me a direct phone line to her *************), I told her that I needed time to consider that. And that is what I reported to you on 10/04/23. The BBB responded to me that I accepted that offer and  it's not true. How is $150 credit  on my phone bill going to replace an iPhone 12? They're sending out the *** cards knowing that it's not compatible with your phone, and when you try to activate them it locks your phone.. Just a sneaky scheme to get you to buy their products. Awful business dealings from Consumer Cellular.

  

  Business Response

  Date: 10/22/2023

  October 22, 2023
  
  BBB 20647257
  ************************* *****2833
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We offered the $150 credit to go towards a newly purchased Consumer Cellular device;however, we see the customer purchased the iPhone 12 from a third-party. There are no additional credits to be applied to the customers 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: 10/24/2023

   
  Complaint: 20647257
  
  I am rejecting this response because:What Consumer Cellular did was wrong...The company sent me text messages about Sim cards for both phones...stating that the service would be affected without the new SIM cards. They knowingly sent out Sim cards that weren't compatible with the phones. I think it was just a scheme to get customers to purchase their products...The iPhone 12 is what's most upsetting. I had to replace it with a ***** C300 phone which is a downgrade..I never agreed to a $150 phone bill credit. I stated that to a CSR named ****** on 09/27/2023 when she called me on my landline phone. She gave me a direct # to reach her ************. I never spoke to her again, or anyone else from Consumer Cellular after that day....
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/23/2023

  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 started a cell phone service three years ago. One of three lines has had non stop, unexplained, weird connection issues the entire time. I go months each time with no phone yet still kept the bill paid. Never asked foe creditable or refunds at all. Now, they keep doing it and think a simple sorry fixes rhebiasues and every day I have to spend hours on someone else's phones calling them, I had to but a Trac phone and minutes just to call consumer cellular but three hours later, time tan out, and IM supposed to go pay another 80$ to call back. I purchased three sim cards they say they reimburse you for which coat ***** at target and ***** they say, oh, we can only refund 10. And if they shipbuou one they have to charge another 5 for shipping. It was decided that there's likely some sort of glith in the creation of the connection in creating the entire line so in three years its happened multiple times, with lots of different phones and each time I lose thousands when I can't get calls for work. I can't get in contact with my kids and one is special needs. Yet, I better pay that bill....when there's been no service the entire time. And then a new bill comes out. I was o. The phone with a customer support last night and THEY decided they should offer a free phone of my choice, provide the Sim and get it up under an entirely new nu.ber to create that network connection with the phone. But, the 200 minutes ran out on the 80$ i oaid to use a trachone and then they closed. I call back today and three hours later, I'm told they don't see it in the notes but there's a tower outage and they don't know when it's gonna be fixed. I try to explain it's not a tower issue. It's not the phone. It's the connection from the company to the network. It's clearly documented from day one of the service stuck in phone payments. Paid off phones and remained a loyal customer, so I cam pay a bill snd still cantvget work calls. still waiting for the 100% satisfaction guarantee promised.

  

  Business Response

  Date: 10/10/2023

  October 09, 2023
  
  BBB 20646735
  *************************** *****1033
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.We appreciate the feedback shared and are constantly looking for ways to better serve our customers.
  
  We spoke with *************************** regarding their concerns about their cellphone service for one of the three lines on the account. We understand any frustrations they have gone through trying to get their service to work.Through extensive troubleshooting, we have determined that the phones they are attempting to use with their SIM card are likely not working properly due to a phone malfunction or the device not being fully compatible. We explained that a new phone would be necessary to use the service for their line and offered a $150 credit toward purchasing a new phone; however, they advised they would be transferring services to a new provider.
  
  If *************************** decides to keep their services, we will apply the $150 credit toward a new phone or their Consumer Cellular account balance.
   
  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: 10/11/2023

   
  Better Business Bureau:
  
  That's not true. I was told if I buy another phone from them, I would get a 150$ credit, meanwhile they say it's because of my 800$ third party phone yet I've got two of the phones I spent close to **** each for, that do the same thing. Why would anyone want to pay more for service paid for and not received because the company simply wants more money. Why would I buy a third phone from them when they never fixed the issue after three years and two of their phones already? Along with 7 phones that weren't theirs. The issue is within coding of creating the connection of the line and network....and nothing I did, so they want me to continue to pay more, for services they haven't provided, to keep a customer by saying they'll offer 150$ credit if I continue paying for services I don't get? How dumb could anyone be to sign up for that? And....if I stay a customer I GET to change my number to create a whole new line because they never fixed what they did when they created the line with the numerous ive had for 13 years. I do not want to change my number. They know that. So now they want ME to pay to be a customer of a company that GUARANTEES 100% customer satisfaction, while not being able to pint out a single instance in three years that ANYTHING was resolved outside of solely CC SATISFACTION. The company guarantees satisfaction....and there's none, all fully documented BY THEM!!! I've pain 500$ just in attempting to fix the issue THIS TIME. Playing top up cards for 80 and tracfone for 60 and eSim for 55.....plus paying the bill for services rhey aren't providing...not to mention all the countless hours every day almost for 7 weeks.....and the thousands I've lost missing calls for MY work. Tell me who would be stupid enough to say, "yeah, sure sign me up to throw more money at you while you ruin my life and never provide the service i continue paying for!" Who would do that? 

   

  Non stop ads with 100% customer satisfaction guarantee.....and not once in three years of non stop issues have they done ANYTHING that was satisfactory to me. It was for them though becauee I kept paying even tho they can clearly see that pay account has more "notes" than any of them could ever fully get thru to read in a months time. 

   

  Did the satisfaction guarantee expire the moment I agreed to using the servives? Because day one....the issues started and not once have they ever done anything but take more money from me. Why should I pay for their mistakes? Why is a credit dependant upon me giving them 7 times the "credit" they're offering....and why would I be stupid enough to buy anything else from them when they've provided c*** service and taken zero accountability for their mistakes when they finally realize there's no one but them to blame. And now, only if I purchase a phone from them, do I get a credit? I did already....twice...and they don't work either, so now, I get to pay to fix their mistake resulting in another situation of CC satisfaction of profits from a phone sale and keeping a customer? How do you see any kind of CUSTOMER SATISFACTION in any of that? No chance in h*** I'm buying another phone....and they owe me way more than 150 for just this situation and what I've paid out of pocket simply to attempt to waste hours on the phone getting nowhere while treated like I'm stupid. And this "offer" if I keep services is a joke. I an not owning to fix their mistakes. They made them. They can fix them and they can pay me for everything they've cost ME in three years. My hours are precious and can't be valued I'm price per hour, but rhey should be offering a new phone for each and every time I sat on the phone with chatbsupport attempting to fix problems they create with s***** service. 

   

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

  Customer Answer

  Date: 10/12/2023

  There's no way I've agreed to anything short of the company providing a free device of my choice to remain a customer while THEY get to pay for s******* up the account and forcing me to get a new phone number to remain being a customer. I am not paying them to be a customer of a company who wants more of MY money to fix their mistakes. Where is that 100% satisfaction guarantee they speak of? I haven't seen it at all since day one over three years of service. 3/4 of that time I never even had voicemail....and in order to correct THEIR mistakes, I am forced to change my phone number, which I didn't want to do....so I can PAY MORE for them to fix THEIR mistakes OR, I get to go to another company who can reestablish a new network connection with the same phone number...(which is what i want).....offering a free phone and actually providing the service I've paid for, while offering compensation in the form of free device upgrades when THEY s**** up and I go without service like I have now for 7 weeks. I'm trying to stay with CC but until they provide the services I've wanted, asked for and paid for or take responsibility and be accountable for anything they've cost ME while failing to provide any kind of resolution to any one of the situations over three years time that WERENT solely focused on rhe company satisfaction and profit....they need to stop advertising any kind of guarantee for satisfaction to a customer because they have three years worth of nonnstop issues they've created in my life yet I've stayed a loyal customer. I'm never going to remain a customer to a company claiming one thing but showing the complete opposite. I'm trying to give CC the opportunity to ACTUALLY provide one instance of even a partial customer satisfaction resolution....and yet, they fail again. They sit there acting like the customer wants to keep paying for the mistakes the company creates. They should be required to not simply be accountable for their own mistakes but they should be required by LAW to show a single instance of ANY customer satisfaction for all the customers, but you can clearly see three years of documented issues in their systems PROVING there has never once been a single instance in which rhey were accountable for phones THEY sent that didn't work. ONE needed a new circuit board, the next was exactly like this situation, and the one after that lasted a few months before IT quit working and started doing the same thing. Thats three CC phones....and after I got the second phone, week three of having service I had never gotten to use, the guaranteed trial period of getting keep or swap for a different phone was passed during the time I waited for CC repair to send a working phone back to me. So two days after actually using the iPhone 11 and asking to swap to android....CC wasn't accountable for the fact THEY HAD THE ***** during the entire trial period so I wasn't allowed to swap phones either. That was month one of service....and not once with the massive number of issues and phones I've purchased have they EVER ONCE offered a THING in return for their mistakes.....I've been paying every time THEY s**** up my account. If they are offering a 100% customer satisfaction guarantee, by law there should be at least an attempt to be accountable when it's clearly their own mistake. You can't charge customers when you s**** up and still act like ANY customer is satisfied paykng for a service that's never fully provided. In three years I had the option of using a voicemail maybe 6 months. After multiple calls to support each time and hours of being treated like a profit number rather than a human being and spoken to like im an idiot for HOURS every single time, they think I am now willing to pay for them to fix yet another one of their mistakes. I'm a mother but not their mother and im not paying to pay for the hassle and complete lack of accountability.to fulfill MORE greedy, irresponsible actions like a spoiled two year old. This is a multi billion dollar company doing nothing but taking money for the worst service I've ever seen....and although they repeatedly offer 100% satisfaction guarantees, it's completely false advertisement and they have three years of documented proof with ZERO satisfaction to anyone BUT them. Where is the enforcement of law behind false advertisement of services especially when any idiot could look and see no one would ever be satisfied in any single one of the situations I've need forced to waste my life attempting to address..the claim for the ad should say. 100% chance of zero satisfaction with 100% CUSTOMER costs to fix every s**** up CC MAKES. So, no....I will not agree to a 150 credit after I pay another **** for another CC phone and different phone number so they can fix an issue they created. 7 third party phones snd 3 consumer cellular phones that all end up doing the exact same things should have been plenty....and yet, TO KEEP A CUSTOMER, they think I am dumb enough to KEEP paying for their mistakes while they offer 150 off of one more **** phone purchase the company maybe paid 100 for. They lose nothing while they have successfully destroyed my life, taken my job, forced me to buy burner phones simply to contact customer support as well as.eSIM cards, and still haven't fixed the issue....and since their last option is to force me to change my number becauee they messed something up, now they act like they didn't cost ME thousands of hours and dollars, my job, my ability to pay my bills or buy food for my kids....snd they offer 150$ credit but only AFTER I spend ****-1300 on fixing yet another of their failures. I could easily go-to another company who offers the phone I want for free with a new account and get to keep the same number, that I've specifically stated I want to keep, or pay MORE to change the number so cc can actually fix something they did..why am I paying every time **** s**** up? I'm paid up now and haven't had service for 7 weeks 

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone plan from Consumer Cellular for the **** *****/ month plan for 2 lines. I was overcharged *****/ month . I put 2 lines on, but they only actually activated 1 line...other line never received any of their service. Was told they would call other carriers to deactivate and activate both lines. They only did 1 line, yet charged me for 2. Then, when I got really CRAPPY service from Consumer Cellular...dropped calls, **************** wouldn't go thru...etc. I had decided I had enough! I called and canceled. I was told that the next day was beginning of new billing cycle. So, I should not have to pay for next month. Wrong...they charged me for next month as well! And, they overcharged me again! Also, when I canceled, they only canceled 1 of the lines...they kept on the line that was never activated! So, essentially, I was being charged for a line that was NEVER actually activated or used! Ugh...so frustrating! Apparently you have to tell them to cancel both lines...even though I did ask them to cancel my membership/account...which I thought stated both lines, since I was paying both in 1 bill. But, they look for any loophole to keep charging you! Then, when I called again to re-cancel my account, they told me I have a final invoice payment..because they charge 1 month in advance. What..that's ridiculous. I asked why I am being charged both times for a phone line that was never activated?? He didn't have an answer for me?? Hmmm ....

  

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  BBB 20646151
  *************************** *****0794
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced. We appreciate the feedback shared and are constantly looking for ways to better serve our customers.
  
  We understand *********************** concerns regarding the experience they had with us; It is important for our customers to be able to use the service they pay for. As a courtesy for their experience, we applied a credit of $76.84 to the canceled account; the credit will be sent to the customer as a check within the next two weeks. ******** will receive no further invoices from Consumer Cellular. We have forwarded Mariannas concerns to the appropriate department for further review and training.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 09/26/2023

   
  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:09/22/2023

  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.

  During July 2023, I opened a line with consumer cellular, I funded my account using my credit cards.But later I found that the service was horrible, there were no signal for a major trip I did, and that was the main reason that I opened the line with them. Plus, they charge data randomly. For example, if I use 10mb with another service provider, they probably charge 50mb or 100mb. So, I decided to cancel my service once I returned from my trip. There were $164.51 credit sitting in my account, so I asked and they PROMISED to cut a check for me, not by one agent, but two or three.After patiently waiting 3 weekly, they finally refunded, but NOT the check they promised. Instead, they were trying to send the money back to my credit cards. I was not happy because they promised one thing but give another. And I will have to deal with multiple refunds on multiple credit cards, plus I will lose some points on the card.What is more ridiculous is that after I complained that to their customer service and billing department, they decided to block my account access, tagging me as fraudulent. This is totally not acceptable. Consumer cellular made a mistake and turned around accusing me. NO, I am not going to take that. Even if I accept their mistake and take the refund on my credit card, since 09/18 when I first saw the pending refund on my account, it has been 5 business days, the refund has not arrived yet. I called credit card company and they said the fund is not released by the merchant that's why it is showing pending but not credited.

  

  Business Response

  Date: 09/27/2023

  
   
  
  September 27, 2023
  
  BBB #********
  ******************* (#*****0295)
  
  
  Dear BBB,
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of **************** frustration. opportunity to respond. We are sorry to hear of ****************** frustration. We had the chance to speak with the customer.
  **********************'s refunds are issued back to the original form of payment. If the card is no longer valid, then a check is mailed. We can confirm Consumer Cellular issued a refund to their cards on 9/18/2023. On 9/27/2023, the customer confirmed that their financial institution released the funds. 
  Because we want to help, we waived the last invoice.
  We temporarily suspended online access as a security measure and to protect the account and Account Holder from fraud. 
  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:09/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Consumer Celluar on June 27, 2023 to have my parent land line number transferred to a Cell Phone number. After talking to a representative I was charged $5.41 for a *** Card to be shipped to me for an old Cricket branded ** flip phone I had leftover from a previous service. I informed the representative that it might take me a couple of weeks or more to get the old phone UN-locked and the *** Card in it, and up and running. (NOW THIS IS THE CONTENTION). She told me the service would not start till I activated the phone. I told her good since it might take me a while. After not being able to get the old phone UN-locked, after trying for a couple of weeks or more, I call Consumer Cellular's Customer Support to find out what I could do. They told me I could buy a new phone from them. So I went to Target Store and bought a new Consumer Cellular branded Verve Snap Flip Phone on 08/03/2023. I was never able to activate it. After having had a Heart-Attach over the 4th of July Holidays, and a month of testing. I went into St. *************** on 08/05/2023 and had By-pass Surgery on the 9th and was not released from Rehab until 08/22/2023. By the time I got home and through all my mail a week later, I was surprised to find I had a ***** ****** 08/26/2023) from Consumer Cellular for $54.87, since I never even activated the phone or even made one call on there Network. After finally feeling good enough to give them a call on 09/19/2023. They told me they sent me an email saying they were going to activate the account. I never authorized them to activate this account or even activated a phone with them. Not being able to resolve this mater, am filing this Report (09/20/2023).

  

  Business Response

  Date: 09/28/2023

  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: 10/01/2023

  
  
                 
  October 01, 2023
  
  BBB 20631883
  *********************** (*****3716)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach **************** multiple times, but we were unable to speak with them. When initiating a port,a date is scheduled out in advance on which the transfer will occur. If the information has already been entered into the open port, the transfer will proceed automatically. An email is sent out 48 hours before the process begins, stating the port-in will occur automatically within 48 hours if no action is taken. Were sorry to hear of Mr. ******* situation, and while we understand this wasnt the intended outcome, weve waived all current invoices, bringing the account to a $0 balance. The customer can call in and reinstate their account at no cost and continue service with Consumer Cellular, or we will assist them with porting to a new carrier if the customer so chooses.   
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  

  Business Response

  Date: 10/09/2023

  BBB 20631883
  *********************** (*****3716)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach **************** multiple times, but we were unable to speak with them. When initiating a port, a date is scheduled out in advance on which the transfer will occur. If the information has already been entered into the open port, the transfer will proceed automatically. An email is sent out 48 hours before the process begins, stating the port-in will occur automatically within 48 hours if no action is taken. Were sorry to hear of Mr. ******* situation, and while we understand this wasnt the intended outcome, weve waived all current invoices, bringing the account to a $0 balance. The customer can call in and reinstate their account at no cost and continue service with Consumer Cellular, or we will assist them with porting to a new carrier if the customer so chooses.   
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
   

  Customer Answer

  Date: 10/10/2023

   
  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:09/20/2023

  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.

  Im filing this complaint for my 87 year old mother. Her phone has NOT worked since December of 2022 or sooner.She has paid her monthly bill of whole time up until I had to call and terminate the cell phone for not working. Consumer Cellular refuses to pay her back for the money shes paid and the phone not working.The ringer didnt work and I called in July trying to see if they could fix the problem and they couldnt!!Charged her for the month of August after I cancelled the phone. Now they expect payment.

  

  Business Response

  Date: 09/28/2023

  
  
                 
  September 28, 2023
  
  BBB 20630868
  ********************* (*****5657)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customers service was not working properly over such an extended period. However, upon review of the account, we do not see any calls or chats to our ************* in an attempt to resolve this issue. Additionally, monthly invoices for the active account were sent, and manual payments were received. As there is sporadic usage, the payments taken for previous service are valid and will not be reimbursed. However, as a courtesy, we have waived the final charges on the account. There is now a zero balance,and nothing further will be due.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  

  Business Response

  Date: 10/04/2023

  
  
                 
  September 26, 2023
  
  BBB 20630868
  ********************* (*****5657)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customers service was not working properly over such an extended period. However, upon review of the account, we do not see any calls or chats to our ************* in an attempt to resolve this issue. Additionally, monthly invoices for the active account were sent, and manual payments were received. As there is sporadic usage, the payments taken for previous service are valid and will not be reimbursed. However, as a courtesy, we have waived the final charges on the account. There is now a zero balance,and nothing further will be due.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 10/12/2023

  I tried getting this matter corrected in July but the phone my mother was given DID NOT work from the beginning. The calls coming in to her phone was where I tried calling her myself to see if the phone would ring and it would not.

  I would appreciate her receiving the money back that she is due from paying her bill account when the phone NEVER worked to begin with! 
  Now thats the correct and descent thing to do.