Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

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

Customer Complaints Summary

1,487 total complaints in the last 3 years.
474 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is *************************************. I live in ******,**. On June 24, 2023 my cousin suggested I try Consumer Cellular for cheaper phone service. I contacted them. I Was Never allowed to see or get to choose my phone. Rep online just told me they had a phone that would work real well and it was $179.00. I could pay $7.00/mth until paid off. I had never bought a phone as my kids have done it for me through the years. So I agreed. Made the deal. Monday , I received phone from ********, my son set up the phone for me. To start off, Not All my contacts/photos were transferred over to This Phone. Then Phone Does Whatever It wants When It Wants. I'm on phone or doing web searching and Phone Kicks Me Off. Ads After Ads Come On and On. I Can't hear the person I'm having conversations with, Because I Am Being Interrupted By Ads. You Can Imagine how long it took me to type this statement here. I Called CC and was told I Had To Pay Off the phone Before I Could Get Another phone. That's All I ever heard from All of the Reps I Talked To About This problem kept telling me the same thing,I Had To Pay For The Phone first. The phone turned off completely. I didn't know what had happened to it. Called CC on my iPad. Apparently No One Knew what happened. Whole 3 days I had No Phone. I called CC Again. Same Thing, I had to pay for the phone first. Asked to speak to his Supervisor and Rep laughed at me and finally I was speaking to a Supervisor. He told me how to turn on the phone. I did tell him, why the other employees didn't know what he just told me to do. It would of saved me the Big headache of All. He said Now my problem was solved. Not! I'm Still fighting with the phone, But the $9.00 I pay for insurance is good for nothing. I Have to PAY for the phone whether it works or Not. I even made a payment of $56.00 to try and pay it off faster. I Still owe $126.00 for it. Phone Still giving me Headaches. Got my son and **** at work to look and see if they could help me. Thank You ??
Business Response
Date: 09/14/2023

September 14, 2023

BBB/20582184
************************************* (#*****4739)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for any inconvenience this has caused **********************. We had the pleasure of speaking with the customer.

As discussed, if the phone is in a new condition, we are glad to extend the return policy and allow for an exchange. As a part of the process, we will send a prepaid return label with the new device.

********************** can view Consumer Cellular phones on our website at
*************************************************************

If the first phone is more expensive than the second one, they will receive a credit on their next invoice. The difference will be due upon checkout if the first phone is less costly than the second phone. If they exchange for another of the same model or price, there will be no charge.

Thank you for choosing 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:09/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Consumer Cellular would not release my cell number from May to August 2023 causing me to be billed additional periods, some of which were at the same time as my new carrier charged)------------May 4--requested transfer code to release my phone number / May 8--informed by new carrier ******* mobile that consumer cellular would not release number / May 14-- requested another transfer code to release my phone number / May 15 --informed by ******* mobile that consumer cellular still did not release number / June 12/14 -- billed by both Consumer Cellular and xfinity / July 7 -- requested another transfer code to release my phone number, FORCED TO PAY PAST DUE BILL OF $131.20 BEFORE PROVIDING CODE (If my number had been released when initially requested this bill would not exist.) / July 28 -- number still not released from consumer cellular, requested another transfer code / Aug 7 -- phone number finally released / Sept 5 -- Past due bill from consumer cellular for $124.19 (for **********
Business Response
Date: 09/12/2023

September 12, 2023

BBB #********
*********************** (#*****8415)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for Mr. ******* frustration regarding Consumer Cellulars policy surrounding the release of numbers, service fees, and inconvenience.

Consumer Cellular releases or denies the transfer-out of numbers based on matching information. We do this to maintain account security. After reviewing Mr. ******* account records, we can verify that on 5/8/2023 and 7/72023, Consumer Cellular returned the request to the new provider because of incorrect or missing information. On 8/05/2023, Consumer Cellular received a request with matching information; we then released the number and canceled the account.

When an account is closed, there is always a final bill, pro-rated, for service through the cancellation date.

Unfortunately, we cannot offer a refund due to usage, as the customer used the plan purchased. The final balance is $124.19, which includes service from 6/12/2023-8/5/2023, the cancellation date, and one late fee. We would happily waive the late fee once payment is received.

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:09/08/2023
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.
My wife and I became Consumer Cellular (CC) customers after the service was promoted to ** by AARP. We were overseas this July and August so I asked CC to enable roaming prior to leaving the US. Once overseas I disabled *********** and *********** Roaming on my phone to make sure I would not incur mobile data roaming charges. Meanwhile I could not access my voicemail. Nothing CC chat agents were trying was resolving my voicemail issue. On 8/14/23, chat agent ************** told me to reset my network settings. It did nothing to fix my voicemail issue but the agent failed to warn me this was going to erase my wifi paswords and enable *********** and *********** Roaming (which I had kept disabled) on my phone. I noticed the issue caused by the chat agent's action on 8/17/23, re-entered wifi passwords and disabled *********** and *********** Roaming. By then my phone had consumed 1.6 GB of roaming mobile data unbeknownst to me, most likely due to background apps and to traffic that would otherwise have gone thru wifi had my wifi passwords not been erased. The 1.6 GB of unwanted roaming mobile data resulted in a $370 surcharge in my current bill. I contacted CC yesterday on chat. Their position is that the roaming data were consumed whether I wanted it or not and they refuse to accept any responsibility when it is obviously the request of their chat agent that triggered the issue. I am not asking for money back, I am only asking for a credit matching the surcharge so that my wife and I can continue being happy CC customers like we were until this issue occurred.
Business Response
Date: 09/19/2023
September 19, 2023

BBB 20577244
*********************** *****0907

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 Mr. ******* concerns regarding the international data charges incurred while traveling abroad. Unfortunately, due to the use of the international services, we are unable to credit the total $359.06 for the data charges; however, we credited half as a one-time courtesy. $179.53 has been applied to Mr. ******* account, leaving his balance due on 9/17/23 at $214.20.To avoid international data charges in the future, we recommend using airplane mode or connecting to Wi-Fi internet and turning off cellular data in his phones settings.

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: 09/28/2023
I accepted Consumer Cellulars resolution offer for the sake of expediency. However I need to point out two facts:
1) After an initial telephone contact with Consumer Cellular employee **************, I attempted to call her multiple times the week of 9/18 to discuss the terms of her proposed resolution. My calls were not returned.
2) ************** commented To avoid international data charges in the future, we recommend using airplane mode or connecting to Wi-Fi internet and turning off cellular data in his phones settings.. Her comment is either insincere or denotes a lack of knowledge of the case. I pointed out many times during my communications with Consumer Cellular that I had taken great care to keep mobile data and roaming data turned off on my phone. They had remained turned off until their chat agent instructed me to reset network settings which turned mobile data and roaming data on. All of this is clearly visible in my phone invoice and chat transcripts.

Sincerely,

***********************
Business Response
Date: 10/04/2023
October 03, 2023

BBB Rebuttal 20577244
*********************** *****0907

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.

We spoke with *********************** on 9/22 and reviewed with them that the final payment of $214.20, the balance remaining after the credit of $209.81 was applied to the account. *********************** paid the remaining balance due on the account; no further credits were to be applied. We discussed the precautions to avoid international data use, as it is important to occasionally check the device settings while using the international service to prevent data roaming charges.

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:09/08/2023
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.
My consumer cellular account is associated with phone number **********. I ported out this number a month ago and ended the phone service. I still have $129.68 credit on my account, which is unused and eligible for refund to me. I contacted the company's customer service before porting out the number, and they told me I could request a refund for the remaining credit after I ported out the number. I did so after porting out the number. However, after several weeks of waiting, I received no reply from consumer cellular. When I reached out the customer service again, I was told I cannot receive the refund and the credit would remain on my account. I do not understand why I cannot get a refund for my unused credit. The action is like stealing my money as I do not want to return to the service by consumer cellular. I request to properly issue my refund ASAP because your company has no right to take away my unused credit.
Business Response
Date: 09/13/2023
September 13, 2023

BBB #********
******************* (#xxxxx8978)

Dear BBB,

Thank you for contacting us regarding Kejian Shis complaint and allowing us the opportunity to respond. Upon reviewing the account, we see that a large overpayment was available for a refund. As a security measure, refunds can only be returned via their original payment method. As multiple cards were used for payment in small amounts, all available payments have been refunded to their original cards.

Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******************* once again. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:09/08/2023
Type:Order 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.
Paid the bill on a monthly basis to Consumer Cellular for the GrandPad for my sister *********************** in ************** ****. During the Labor Day, I (****************************) travelled to **** for my 50th high school class reunion and decided to see my sister. I checked to see as to her GrandPad working because a couple of weeks ago the area was hit by 10 tornados. Well my sister stated that the GrandPad was not working and checking it the systems shows that it is NOT tied into the network. This only means that Consumer Cellular is being paid and NOT providing any service.
Customer Answer
Date: 09/13/2023
Consumers Cellular made a claim that the bill was one month behind but yet 3 months of payments were made with no service. Therefore they owe me several months of service. Therefore they owe me several months of free services to balance out things or they can refund my money and I cancel my account.
Or I can report my case to ** attorney General with proof of ALL payments.
Thank you
Customer Answer
Date: 09/17/2023
Since Consumers Cellular has been paid for several months and thus the grandpad had service therefore my account should have credit.
My account for the grandpad can be cancelled therefore Consumers Cellular owe service for payments.
Business Response
Date: 09/19/2023
September 19, 2023

BBB #********
*********************** (#xxxxx5304)

Dear BBB,

Thank you for contacting us regarding Mr. ****** complaint and allowing us the opportunity to respond. We absolutely understand the importance of a working device, especially when a loved one is concerned. Upon review, the GrandPad account was suspended for non-payment as of 7/12/2023.

Unfortunately, the payments on the account were being received after their due dates; and the payment due in **** was not received. Because of this, the account was suspended in the middle of July. While Consumer Cellular did receive two subsequent payments after the suspension, the full past due payment had not been received and the account remained suspended. As of 9/10/23, the account was auto-canceled for having no active lines.

We would love to provide the **************** one more. If ************** would like to reinstate the account, he can contact our ************* at ************. For security reasons, we are not able to reinstate an account via Online Chat or written request. At that time, he can make the past due payment of $47.27 to reinstate the account. As the account has been inactive for over 60 days, the GrandPad will need a new SIM Card to resume service. Our phone support would be happy to order this for ***************

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: 09/19/2023

Complaint: 20574752

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 09/19/2023
Since consumers cellular refuses to acknowledge my issue then they should refund my payments for the past two months of lack of service and I will stop ALL automated payments.

*********************************;
Initial Complaint
Date:09/07/2023
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 signed up with this service a few months ago when I first moved to my new address. Family member suggested I try the service. I called them to sign up with the service I told him I had my own phone I would just need the *** card. I signed up with the service I was given misinformation regarding the amount that the service would be for two lines I tried several times to cancel with them and transfer my number to another company I was able to do it with one of my numbers however I was not able to do it with my main number I've had that number for over 12 years all of my doctors have it and all of my business contacts have it and now I've had to change and get a new number however I would like my number back and I've been given a hard time regarding this they added an extra line in and I've been billed for three lines for the last 3 months. I was told my number was canceled I want my number back as well as my service back but with another company without having to pay such a high amount I'm on a fixed income and I cannot afford that.
Business Response
Date: 09/11/2023

September 11, 2023

BBB 20568064
********************************* (#XXXXX6617)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Ms. ********* frustrations with her billing.

We have reviewed the account and see that the account has been credited as if she had just the two lines of service on our promotional unlimited plan for $55 plus tax. We have spoken with ******************** and explained that the final balance on the closed account is $168.75, and we will waive the $20 return check if she pays $148.75 in full. ******************** has agreed to make this payment.

Since the account is canceled, she can retain her number and port it out if the payment and account are restored by 10/2/2023.

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: 09/12/2023

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,

*********************************
Customer Answer
Date: 10/12/2023
I was informed by Ms ****** that this matter could be resolved by October 2nd in the amount that is stated in the letter to the BBB from them, however I received an email last week with the amount that is listed in the invoice from them. They are in violation of their agreement and I would like this matter addressed before we have to go to the next step of a lawsuit.
This is the second complaint I filed against this business I thought we had came to an agreement however I received an email that went against the agreement that we agreed upon. Next step now is to file a lawsuit against this company I was trying to avoid that and I'm still trying to avoid that but I will do it if necessary. I was trying to resolve the matter without doing that. I would like my phone number released and returned to me a number I've had for over 12 years we agreed upon an amount for me to pay however I received an email stating otherwise. Please assist in this matter
Business Response
Date: 10/19/2023

October 19, 2023

BBB ********
********************************* (*****6617)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 9/11/2023 we previously spoke to the ********************************* regarding their concerns and reached the agreement that if the customer paid the balance of $148.75 by 10/02/2023, we would reinstate their line and assist with porting their number to a new provider. The current account balance stands at $173.87, the initial $148.75, a $20 chargeback fee as well as a standard $5.00 late fee. We have not changed our stance on waiving the additional charges once we receive payment of $148.75, unfortunately the line in question has been inactive for more than 30 days meaning the number has been released to the network and cannot be retrieved. We understand this is not the answer ********************************* is seeking; however, our position has not changed.

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: 10/31/2023
I never saw another notice from BBB to respond that it was resolved. This complaint is actually the second one that I submitted with BBB in regards to this company. From the original complaint I had an agreement with them to make a payment and they would release my number however when I went to make the payment it would not allow me because it was still trying to charge me the original amount rather than the agreed amount. I'm about to file a lawsuit with them I already started the paperwork I was trying to resolve it without having to do that I had this number for over 12 years oh my doctors family members everybody has this number and now I have to lose this number because of a greedy company. I have an appointment with my attorney on Thursday complete the paperwork if they can help me get it resolved before then I will do so,if not I am following through with the lawsuit.
Initial Complaint
Date:09/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone from them on 08/24/2023 they shipped the phone to me on 08/28/2023 I paid $98.49 for the phone up front. The phone does not work. I called them and told them. They told me that they would send me a shipping label to send the phone back. I never received the shipping label by mail. I called and they stated that they would send me a email with a shipping label so I could send the phone back. I have not received by email. I want to send the phone back to them and I want my money refunded to me.
Business Response
Date: 09/15/2023

September 15, 2023

BBB #********
***************************** (#XXXXX8787)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Ms. ******* frustrations with receiving the return label.
We have reviewed the account and see that the phone was delivered to our warehouse on 9/15/2023. As long as the device is in new condition, **************** will receive a refund within 7 to 10 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
Customer Answer
Date: 09/15/2023

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:09/05/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am receiving unwanted unsolicited junk mail from Consumer Cellular, and I want it to stop immediately! I want my address permanently removed from Consumer Cellulars mailing list.
Business Response
Date: 09/07/2023
September 07,2023

BBB 20556214
*************************

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.

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

Thank you for 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: 09/07/2023

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:09/01/2023
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.
Consumer Cellular contact us in May ***************************************************************** our phones which they would provide. Reasons for this were murky; however, research appeared to indicate it was bc CC had changed cellular service providers (CC is a reseller). Once SIM cards rec 'd/installed, neither of our phones worked correctly...Thank goodness we still keep a landline!! Contacted CC to work through setup manually. This worked on one of our telephones *************) and has ever since. On the "main" line however, it has not. There have been repeated service outages on that phone number *************) requiring repeated calls to CC, each time there was a laborious reset of phone (and not always the same one btw). Ten days ago in mid-Aug had enough when ** rep couldn't get phone to work after multiple attempt and "fixes" and requested new SIM card which ** rep agreed to send. Phone out again yesterday (31AUG) and today(1SEP). Contacted CC and discovered no SIM card on order. To add insult, the ** rep offered to send one if we paid for it even though it is clearly their original SIM card that's the problem (FYI, both telephones are same make/model; **** works OK with "new" card; **** does not).
Business Response
Date: 09/12/2023
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: 09/14/2023
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: 09/14/2023


September 14, 2023

BBB 20555369
********************* (*****4606)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach the customer to discuss the complaint with them, but they did not answer or call back. 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.

If you are experiencing network issues on your device, there are several self-help troubleshooting steps you can attempt that *** resolve the issue.

For your Android smartphone:
1.      Confirm your phone has the latest software and operating system. This can be found on most Android devices by navigating to Apps > Settings > Software Update,or Apps > Settings > System > Advanced > System Updates.
2.      Confirm *********** is enabled on the device. This can be done by navigating to Apps > Connections > Mobile Networks and ensuring *********** is turned on.
3.      Verify VoLTE is enabled on the device. For most Android devices this can be found by navigating to Apps > Settings > Network & Internet > Call > Tap to enable VoLTE.
4.      Power your device completely off, wait one full minute, then power the device back on again. It can take anywhere from a few minutes to an hour for the phone to reconnect for the first time once it's powered on.
As a courtesy, we have credited the $5.41 shipping charge for a new SIM 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: 09/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this request for extension of time to respond to the original complaint acceptable to me.

Sincerely,

*********************
Customer Answer
Date: 09/16/2023
[email protected]
What is the next step since complaint is not resolved (Consumer Cellular claims to have contacted us; they have not...)? FYI, when we agreed to businesses request for extension of time to respond, you, BBB, took that as a resolution of the complaint when it was no such thing. One of the numbers/phones still does not work (in fact it is unable to make calls at this very moment) so issues have not been addressed and business has not contacted the account holder even though they claim to have done so.
*************************
Initial Complaint
Date:08/31/2023
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.
I took me three days and several calls to Consumer Cellular to get two phones switched from ******** I had to purchase a new phone when a sim card was cancelled due to errors with CC. This cost me more than 10 hours of time, 60 miles of driving and the purchase of a new phone. I have attached the chat explaining all of this in my documentation.
Business Response
Date: 09/09/2023
September 9, 2023

BBB File No. 20549963
*************************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Mr. *************************** established service with two lines of service on 7/27/23. On 8/02/23, one of his lines successfully ported in and the second line successfully ported in on 8/04/23. We have applied credits totaling $9.28 for the time he was unable to use his service. The balance due on the account is now $21.58 and is due on 9/14/23.

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

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