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:09/18/2023

  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.

  Due to frequent and repeated service failures and the refusal of Consumer Cellular to permanently correct the problem, I canceled their service on September 9, 2023. However, a week after I canceled their service and after I paid the amount on their final invoice of $17.15, they fraudulently charged my credit card $30.95 for another month of service.In addition, my account was not credited for the frequent outages I experienced. I am elderly, and disabled and depend on my cellular phone service for many of the services I require, but other than their insincere apologies, I was never compensated for their repeated outages.

  

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  BBB File No. 20622359
  *************************** (Account No. *****1761)
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  When ******************************* account was cancelled on 9/09/23, the final invoice included $30.95 for the service dates of 7/26/23 8/25/23 and $17.15 for the final prorated service dates of 8/26/23 9/09/23. As usage reported through the cancellation date, the charges are valid. As ******************** paid $48.10 on 9/15/23, the account is paid in full. He will receive one final invoice reflecting a zero 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: 09/26/2023

   
  Complaint: 20622359
  
  I am rejecting this response because:despite repeated outages, no credit was provided, nor was any effort made to correct the ongoing problems. I was charged for unlimited phone calls and texts and I will not pay for services that were not provided.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/17/2023

  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 canceled my account with consumer cellular in June and they continued to bill even after repeated calls verifying my account was cancelled. They just keep billing me and taking an automatic payment from me for service not rendered. When I call them to try to rectify the situation they are very **** and hang up on me when I ask why Im being billed and continue to pay for an account that has been cancelled. This company is breaking the law.

  

  Business Response

  Date: 09/25/2023

  September 25, 2023
  
  
  BBB #********
  ******************************* (#*****5486)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when cancelling their account and service with Consumer Cellular.
  
  Ms. ********* account has been closed as of 09/17/2023.  We have waived the charges after the date of last usage, 07/28/2023, and a refund request for $19.45 has been forwarded to our accounting department.  Once reviewed and the refund is approved, a check will be mailed to the billing address on file.  This process can take up to 3 weeks to complete.
  
  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:09/16/2023

  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.

  Consumer Cellular is making it impossible to get the information that I need to get to transfer my account to another provider. I have been hung up on, put on unending holds, and sent to websites that are broken. All I need is my account number and a PIN, and these people are making it impossible to achieve.

  

  Business Response

  Date: 09/23/2023

  
                 
  September 23, 2023
  
  
  BBB #********
  ********************* (#*****0302)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  We are sorry for **************** frustration regarding Consumer Cellular's policy surrounding the release of numbers.
  
  Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. In addition to the account holder's first and last name, account number, and billing zip code, accounts have a Secure Port Out PIN (****) assigned to each phone number. When transferring to a new provider, the **** must be included with the request to enable the number to be released. For convenience, we emailed an invoice. The customer can find the account number under Invoice Information on the upper left-hand side. We can send the **** by text or email at the customer's request.
  
  We would be happy to help transfer the customer's number. Once we receive the request from the new service provider with matching information,Consumer Cellular will release the customer's number and cancel the service.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:09/15/2023

  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 purchased a phone from Consumer Cellular (CC) for $799.00. The phone arrived, but within a week I could not shut it off. They sent me a label and instructions (attachment B) and I returned it.I found out my return was denied (attachment C) due to a screen scratch. I received the phone back.I made no less than 30 phone calls to CC to rectify the situation, but so many reasons why not and they included: It is too late now it is beyond the 30-day period. The phone cannot be returned more than once. Cannot repair it, it will not be the same phon in like new condition. Once the phone is denied that's it.I talked with customer service and supervisors about these statements because they have no credibility. Their bottom line is no refund or exchange.Like-new condition was something that came up often and is: the item looks and works as if it has never been used. I read the line that the Device must be returned in like-new condition in (or) "MAY" be denied a return.I had the screen replaced, *** when I received it I sent it off to CC, *********************** with a letter. I got a call from ********* who told me that once a device is denied there is no possibility of refund or exchange, also because I had it repaired the warranty is void. She offered me 3 months free phone service. I declined CC has no warranty. Per ******* (attachment K), the repairs they did are good and the warranty still stands (the warranty is from 5/25/23 through 5/24/24).Due to the issues Ive encountered with CC, my only interest is in a refund in full, and return the phone to CC.I have done everything that I agreed to. I am a senior with AARP membership. I'm a long term customer, and I would appreciate it if CC would step outside of their norm and allow the return of my like-new phone for a full refund.

  Customer Answer

  Date: 09/22/2023

  These attachments go with my complaint.

  Customer Answer

  Date: 09/22/2023

  Attachments that did not fit on complaint

   

  

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  BBB File No. 20612679
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. In order for a device to be returned to Consumer Cellular, the device must be in like-new condition. Any physical damage (including cosmetic damage) or damage due to liquids or extreme temperatures voids the warranty. The requirement that devices must be in like-new condition with no physical damage is not one that can be waived. This information is available in Section 1.1 of the Wireless Customer Agreement (WCA) that is sent out to all customers and states Devices must be returned in a like-new condition in their original packaging. Devices that are damaged (including water damage), unsanitary, dented, cracked, scratched or missing all original kit components may be denied a return.
  
  Once the new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. As a matter of course, returned equipment is received and processed in a safe and controlled environment within our shipping warehouse. When Consumer Cellular receives the equipment, the **** number is verified to confirm that the correct phone was received. Once we have confirmed the **** number, the phone is inspected and if any damage is found during the inspection, pictures are taken of the **** number of the device and the damage for our records. This is done to ensure that any obvious physical damage is recorded immediately.
  
  We resell returned phones to our customers at a discount as Certified Risk-Free phones and are only able to resell phones if they are in like-new condition. When our customers buy a Certified Risk-Free phone, they are promised a like-new phone. It is unethical and illegal for us to resell a phone with scratches or other damage.
  
  ***************************** purchased the ******* Galaxy S23 on 5/25/23. On 6/05/23, ****************** contacted customer service and set up a return for the ******* Galaxy S23. When the device was activated on 5/31/23, there was no mention of the device having arrived with scratches. 
  
  The ******* Galaxy S23 was denied for return on 6/28/23 due to physical damage with scratches to the display and was shipped back to the customer the same day. We have spoken with ****************** and she advised that she had the screen replaced and would like to return it. Unfortunately, replacing or repairing the screen also voids the manufacturers warranty as the phone is no longer in like-new condition.
  
  We would be happy to assist with troubleshooting the device and if the phone needs a repair in order for it to work, we can possibly assist with that in good faith; however, we are unable to accept the phone for return. 
  
  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: 10/03/2023

   
  Complaint: 20612679
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/06/2023

  Rejection reason:

  1. Truth is, I received an email awhile ago with basically all of the information that was in CC's response letter. I found that the response of theirs gave no indication that they had read my complaint or attachments. This says to me that I'm not being listened to or heard and that my concerns are of no value to CC.

  2. They gave an offer that is less than their original offer of 3 months free service (given to me verbally in a phone call). I rejected that also.

  3. The reasons they give for not being able to accept my return and issue my refund (canceling the contract) have no credibility. I clarified this specifically. None of their reasons that I've challenged have been mentioned by CC.

  4. The BBB cases I brought into the complaint seem to be ignored, and these same cases are settling, or have settled, in direct contrast to the reasons they give me for not being able to accept my return and provide a refund.

  This is not as brief a rejection reason as may be expected, but these are the reasons.

  If I need to change that, please tell me and I will do my best.

  Thank you, **************************

• Initial Complaint

  Date:09/15/2023

  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 recently switched to the Unlimited plan. I was advised that this plan includes "unlimited" data, but only the first 50gb is high speed, and after that point the rate may be throttled. I expected this, and it was reasonably clear. However, when I approached the 50gb ***** my data usage was suddenly shut off without warning. I called customer service, and was told that I can reactivate my data, but that there is another ***** somewhere in the *****gb range, at which point all data will be shut off and cannot be reactivated until the next billing cycle. A manager confirmed this; apparently the exact cutoff is automated and is not a specific number, so I can't even plan for it. The so-called Unlimited plan is NOT Unlimited. Again, I understand the rate is throttled after 50gb. But what is deceptive is the fact that the Unlimited plan does, in fact, have a secret limit that is impossible to know, at which point all data is shut off.

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  BBB #********
  ******************* (#xxxxx1499)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding Mr. ******* complaint and allowing us the opportunity to respond. While our data plan is unlimited data transfer, there are only 50GB at 4G/5G data speeds. Once the customer reaches the 50GB limit, we will slow their data speeds for the remainder of the billing cycle. This is an industry-standard practice that we follow, and we do have one of the highest limits for usage.
  
  Reducing the data speed helps protect against the possibility of unlimited data plan customers using high volumes of data that *** occupy an unreasonable share of network resources. As a preventive measure, we recommend that our customers connect to their home or via public Wi-Fi whenever available. This will not draw from the accounts data plan and will extend the plan's allotted data.
  
  While we previously had an industry standard Fair Usage Policy that would cut off the data connection after 65GB were used, we no longer have this policy. The data speed will be 1.5Mbps for the remainder of the accounts billing cycle. This is great news for our customers, as 1.5Mbps is a very reasonable speed to continue to use many of the features on their phones. However, some website or files *** take longer to download. The only exception to this policy is if 10GB or more are used during a 3-day window. To protect customers from unexpected or extreme charges, and to assist us in identifying fraud, the collections processor will auto-suspend accounts with excessive usage. A notice is sent to the customer so they can contact our ************* to identify the issue and to reinstate their data service.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20610688
  
  I am rejecting this response because: this does not address the claim made by two separate phone agents that data usage may be cut off entirely past an unknowable point. I feel I made myself reasonably clear that I am not disputing the slower rates past 50gb of data usage, yet that is the main topic of the response. Nor am I disputing that there may be temporary breaks in service.
  

  Again, I was informed by two different phone agents (including a so-called manager) that there is a hidden, flexible threshold at which point ALL data is suspended and CANNOT be reinstated until the next billing period. This is the basis of my complaint. If this is not true, then I would like it stated plainly and on record that there is no permanent cutoff for the ************** plan, and I recommend you seek better qualifications for your phone agents than geographic location. If, however, it is true, then it is deceptive and dishonest to call a plan Unlimited when it does, in fact, have secret limits beyond which all data servicing stops.
  

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

  Customer Answer

  Date: 09/28/2023

  If anyone actually read my complaint, you would see my issue was not addressed. I explicitly said that my complaint is NOT about the rate being throttled after 50gb, but that is what the response addressed. There has still been no response regarding the actual issue, which is that my data may be completely shut off--not throttled, but stopped entirely--at some point.

• Initial Complaint

  Date:09/14/2023

  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.

  Im having an ongoing problem with lousy reception while others around me chat away , customer service is aggressive, my visual voice mail is shutting off weekly. When I mentioned that the service I receive is nothing close to what is advertised I was told thats just an add it doesnt happen if Im paying for that service I should be receiving it as ADVERTISED ON TV . I feel they are openly defrauding people.

  

  Business Response

  Date: 09/23/2023

  September 23, 2023
   
  BBB #********
  ******************* (#xxxxx6159)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ********* complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the recent service issues that were experienced.  As it pertains to service coverage, as with any cell phone provider, performance may be impacted by transmission limitations, terrain, in-building/in-vehicle use, and capacity constraints. Because of this, service interruptions are unavoidable and will be ongoing. Per the Wireless Customer Agreement (WCA), ********************** does not guarantee the availability of a wireless network, and services may be subject to certain device and compatibility limitations, including network availability.
   
  Additionally, we apologize for their negative experience with our customer support agents. We appreciate their feedback; we have forwarded this to the appropriate department for review and training. We strive to provide excellent customer service with every call and chat.
   
  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: 09/24/2023

   
  Complaint: 20601175
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/13/2023

  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 canceled at the end of the month for bad customer service and other service issues. Consumer cellular billed me over 50 dollars to close the account. They did not include an address to mail the payment or an envelope. I strongly disagree with being charged a 50 fee to close my account with them. I called and was very rudely told if I don't have a pin for my account and can't get a text with a code on a phone I no longer have the bill will go to collections. The rude person insisted time after time that I had a pin code. I don't have it and just wanted to rid of them and was willing to pay the false closing fee to be rid of them. He said very unkind things and hung up on me. I called back later and got someone else who helped me pay the false bill and was helpful. I want to complain that they charge a fee to close the phone account with them. I had no contract and I didn't owe any money to them. I also want to complain at the poor customer service they provide when seeking help with the service which led me to seeking another company, I did find a great one that has been a joy to work with. My purpose on complaining about consumer cellular is to go on record that I object to the billing me to close the account and to go on record that I should not be treated to such abusive customer service representatives. I know that not all the people are bad, the last person was professional and thankfully helpful.

  

  Business Response

  Date: 09/15/2023

  
  September 15, 2023
  
  BBB #********
  ************************* (#XXXXX0199)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations that ****************** experienced with our customer service and canceling the account.

  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 ****************** experienced. We appreciate the shared feedback and are constantly looking for ways to better serve our customers. We have forwarded Ms. ******** concern to the appropriate department for further review and training.

  Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider;service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. We have reviewed the account and see a regular monthly bill due on 9/6/2023 for service from 7/17/2023 to 8/16/2023 for $34.82.Then, a final partial bill for service from 8/17/2023 -8/30/2023 for $17.99.For a total of $52.81

  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: 09/22/2023

   
  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.  I'm shocked you would send me a bill for 50+ dollars but am satisfied  you only charged me 17+ when I called in for an accounting of the charges.  Nothing you can do or say will make up for the condescending, ugly comments some of your customer representatives made over the last year.  I am thrilled with the price and service of my new cellular carrier.   I never would have found them if your poor customer support hadn't led me to find a new carrier.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2023

  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.

  Last week I was notified that the *** card on my moms phone had to be changed and that Consumer Cellular was sending out a new one. On or about 9/9 the new *** card was received and exchanged. On Sunday 9/10 I was advised that my mom no longer had the ability to text via groups of 4 or more numbers. She does not have an issue with 3 or less. Today 9/13 I reached out to customer service for support. Call 1 associate hung up. Call 2 excellent employee. She indicated step 1 would be a reset. She advised that the reset would disconnect the call. And would follow back ** In about 3/4 minutes. Unfortunately, the reset took longer than expected and therefore I missed the call. Call 3 employee ******. He stated that the issue was not CC rather other individuals phones. I disputed this as group texts with 3 or under zero issue its when I add a 4th the texts fail. He started that companys have a 10 **** Not sure why he kept saying this as the issue is for messages at 4. I went through all the steps that I have taken. He stated that Consumer Cellular doesnt really have a process for my issue. Seeing that this happened after the new *** card is activated I wanted a new card. ****** explained that my mom would be charged. ****** failed to resolve the issue. He advised per his boss if I wanted a new *** card I would be changed and that the text issue is others issues and not CC. This is absolutely unacceptable. You forced a *** change she did not. Her phone needs to be fixed ASAP. ****** refused to prove bosses name or the **** It was my understanding that Consumer Cellular provides support to our elderly consumers. ****** delivered a much different message. Is this company nickel and dimeing seniors?

  

  Business Response

  Date: 09/15/2023

  
  September 15, 2023
  
  BBB #********
  ************************* (#XXXXX3099) Filed by ***********************************
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations ****************** and ********************** experienced with the recent SIM change.

  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. Section 1.2 of our Wireless Customer Agreement states, "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 have reviewed the account and see that the troubleshooting was completed, and the service is working correctly.

  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 ****************** and ********************** experienced. We appreciate the shared feedback and are constantly looking for ways to serve our customers better. We have forwarded ****************** and ************************** 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: 09/16/2023

  Good afternoon,

  A Representative with the social media team was able to resolve the issue within 15 minutes with zero out of pocket An absolute shame that the employee that handled the call did not take any actions to resolve. Maybe he needs to be trained or Consumer Cellular needs to update their training manuals.  

• Initial Complaint

  Date:09/12/2023

  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 called the business and requested account number and wouldn&#**;t give me my account number over the phone. I asked this of 2 people and neither one would. I just wanted to pay bill and I couldn&#**;t. Secondly, my phone died and I used another phone to call them and asking for assistance on how to turn my phone back on and they couldn&#**;t tell me over the phone how to turn my phone back on - which button I should be pushing on my phone.

  

  Business Response

  Date: 09/15/2023

   
  
  September 15, 2023
  
  BBB #********
  ********************* (#*****2824)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for any frustration this has caused **************. We spoke with the customer about her concerns.
  

  Regarding Consumer Cellular providing a customer's account number, ************** is correct. We can only confirm this information is personal or specific to the customer. They can view this information on the customer's online account via emails from **********************, and we can mail an invoice. To help the customer, we have sent her an invoice by mail.
  

  ****************** purchased her phone at Target on 5/18/2023. The customer must return equipment purchased from our retail partners to the store. The return policy varies for each retail partner; customers can find it on the sales receipt or at customer service.
  

  If the customer wants a replacement, their phone has a one-year manufacturer warranty. Please know that the phone must remain in like-new condition, with no physical or water damage, to be covered by the manufacturer's Warranty. The warranty process requires the customer to complete all necessary troubleshooting to determine the cause of the device's problem. The Warranty is approved once they meet the troubleshooting steps and Consumer Cellular sends a replacement phone of the same or a comparable model free of charge.
  

  The account shows current use. However, should the customer require assistance with their phone, we would be happy to assist. 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:09/11/2023

  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 84 yrs old senior citizen. I ordered a SD card from Consumer Cellular Aug 11th 2023, I sent it back on Aug 14, 2023 thru their p.o. return label they sent me to ******** ******. I called Consumer to ask why being charged $10 for S&H, as i been customer there for many years. they wouldnt reimburse me I cancelled my acct the in August 20 2023, asked for refund of $37.80, they said they wouldnt give me my $10 S&H. . They said they issued refund for $27.80, in Aug 22, 2023.f but my statement doesnt show it.As of Sept 11, 2023, still havent got the $37.80 back. Filing a dispuet w my bank/ also with BBB

  

  Business Response

  Date: 09/14/2023

  September 14, 2023
  
  BBB File No. 20584806
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular has a 14-day return period for equipment on existing accounts, 30-days (45 days for AARP and USAA members) for new accounts. During this time, the customer can exchange or return equipment for a refund, however, the shipping fee is not refundable.
  
  Ms. ************************* final invoice generated on 8/20/23 for the prorated service dates of 8/01/23 8/17/23. When we received the ** card for return on 8/22/23, a credit of $27.80 was applied to Ms. ******* account. Due to the credit being applied to the account after the invoice generated, the credit was not reflected on the invoice. However, the credit was automatically applied to the balance due and when AutoPay ran on 9/07/23, **************** was only charged $1.90 for the final prorated service dates. 
  
  **************** will receive one final invoice reflecting a zero balance due. **************** can view the credit of $27.80 on page one of this invoice under Adjustments. 
  
  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