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:08/27/2023

  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.

  My husband keeps getting mail from these. He just wants them to stop mailing stuff to him. He doesn't know how they got his address. He wants some money from them. He wants $ ***** dollars. We are recovering from covid. We are on oxygen. We are social security. We want them to stop bugging him. We are not with them. Resolution, we want our money back. Thank you.

  

  Business Response

  Date: 09/03/2023

  
  
               
  September 3rd, 2023
  
  BBB 20528592
  ******* & ******************************;
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  We have added the name, address, and number to our do not contact list. 
   
  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:08/26/2023

  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.

  In May I switched my Cellular service from Consumer Cellular to Spectrum. The day I switched my account over, which involved a Consumer Cellular employee, I considered my account closed. I paid what I thought was my last bill. A month later I receive a bill from Consumer Cellular, for what they said was my last bill. I never receive statements in the mail, I always had my payment automatically withdrawn from my checking account. Since they could no longer do that, they did nothing. They never sent me a bill until after I did not pay the last bill. It included late fees. I called Consumer Cellular and agreed to pay my last bill and explained why I missed my last payment. I asked for the late fees to be removed and they said no. I could no longer pay online because my account was closed. I mailed a check for the amount of my last bill minus the late fees, to the ******** office which they received. They now continue to send me a bill for $29.13, which I will not pay, and they are threatening to send it to a collection agency. There is no invoice I can look at because my account is closed. And they offer no option of discussing this with one of their employees.

  

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  BBB File No. 20526419
  ******************* (Account No. **********
  
  
  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.
  
  Ms. ******************** account was immediately cancelled when her number transferred to her new service provider on 5/13/23. The payment received on 7/06/23 was for the service dates of 4/07/23 5/06/23. The balance due on the account is $34.13 and includes late fees. Upon receipt of $19.13 for the final prorated service dates of 5/07/23 5/13/23, we can waive the late fees.  
  
  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:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After receiving several advertisements from Consumer Cellular for an "Unlimited $55 for 2" option, I decided I would try switching myself and my son from ******** This came after many calls to CC and ******* to understand my options. I asked many questions and had pages of notes. I decided to proceed. I ordered and paid for the new sim cards and began the process with ******* of transferring the lines. After I received the sim cards, I was instructed to again call CC to switch over the phones. At that time, I discovered the "Unlimited plan" advertised was truly not unlimited. It was only up to a certain amount of data which was NOT how this was constantly advertised. At that point I was in limbo with my phone, with the transfer of my line in process. I finished my line but did not transfer my sons. I ended up paying more than expected, and re-read the ad many times to see if there was a note, a *, or any indication that this was not an unlimited plan. My unlimited plan I had with ******* was unlimited...this plan is not. It is very misleading advertising and truly not what I thought I was getting

  

  Business Response

  Date: 08/29/2023

  
  August 29, 2023
  
  BBB 20523485
  ************************* (#XXXXX6398)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Ms. ***** frustrations with our data plan.
  
  With unlimited data plans, there are no limits to the amount of data a customer can use. However, data speed is reduced once a customer has used a preset amount of data. This is a general standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. Once a Consumer Cellular customer has used 50GB of data in a billing cycle, their data speed will be reduced for the remainder of the cycle.
  
  The information about our unlimited data plan is available in our Wireless Customer Agreement on our website, section 1.3: For customers enrolled in our largest data plan, access to high speed data will be reduced if the plans data limit is exceeded, and you will experience slower speeds for the remainder of the billing cycle. This information is also provided in the startup pamphlet that is sent out with every phone, on page 5.
  
  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 do appreciate the feedback shared 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.
  
  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:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Switched home phone number of my mother to Consumer Cellular. Phone has not worked properly since the switch, have made numerous calls to company but phone still does not work. **************** is nonexistent, just spent 40 minutes on the phone and problem still not addressed. I made numerous requests to escalate the matter, only to be told there no one available and they could not promise a return call. My 91 year old Mother is being billed every month for a service that doesnt work and company will no address issue.

  

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  BBB #********
  ************************ (#xxxxx2983)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond. All our devices include a one-year manufacturer warranty that can replace the device due to any internal issues that *** arise. Sadly, the *** Wireless Home Phone Bases warranty expired in January 2022. Additionally, when the Home Phone Base was purchased a protection plan was declined to be added that could replace the device in the future if needed.
  
  We absolutely understand that unexpected purchases can be inconvenient and even daunting. Thankfully, ************ does qualify for an additional EasyPay plan on his account to help spread the payment out over time. The new Consumer Cellular Verve Home Phone Base is $89.00 plus tax, or $17.00 plus ******** and 24 payments of $3.00 on the monthly invoices. Here is a link to view this device: *************************************************************************************
  
  The order can placed by logging in to the online account at www.consumercellular.com/login and selecting Replace/Upgrade (in red) under the current Home Phone Base. ************ can then choose the new device from our selection. He can also contact our phone support at ************ to place an order as well.
  
  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: 09/12/2023

  September 12, 2023
  
  BBB #********
  ************************ (#xxxxx2983)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond once more. Sadly, the *** Wireless Home Phone Bases warranty expired in January 2022 and we were not notified of any issues until Februrary 2022. Additionally, **************** Home Phone Base does not include a protection plan that would replace it after the warranty period has ended.
  
  While we will not be replacing the device as it is no longer covered by the warranty, ************ has a couple of options. He can contact our phone support at ************ and complete all troubleshooting steps that will be provided to him by a phone agent; these have been declined in the past. Or, he can absolutely purchase a new Home Phone Base to resolve this issue. The order can placed by logging in to the online account at www.consumercellular.com/login and selecting Replace/Upgrade (in red) under the current Home Phone Base. He can also contact our phone support at the above number to place the order.
  
  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: 09/14/2023

  September 12, 2023
  
  BBB #********
  ************************ (#xxxxx2983)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond once more. Sadly, the *** Wireless Home Phone Bases warranty expired in January 2022 and we were not notified of any issues until Februrary 2022. Additionally, **************** Home Phone Base does not include a protection plan that would replace it after the warranty period has ended.
  
  While we will not be replacing the device as it is no longer covered by the warranty, ************ has a couple of options. He can contact our phone support at ************ and complete all troubleshooting steps that will be provided to him by a phone agent; these have been declined in the past. Or, he can absolutely purchase a new Home Phone Base to resolve this issue. The order can placed by logging in to the online account at www.consumercellular.com/login and selecting Replace/Upgrade (in red) under the current Home Phone Base. He can also contact our phone support at the above number to place the order.
  
  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: 09/14/2023

   
  Complaint: 20523333
  
  I am rejecting this response because:  The phone base has not worked properly since unit was purchased.  I have made numerous calls to company and each time I followed all instructions to resolve the issue, which only worked for a short period of time.  My 91 year old mother has become so frustrated she would stop using phone.  It is truly a sad day when a company this size would refuse to accommodate my mother, if only for the aggravation and the lost time of not being able to use her phone.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/25/2023

  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 have ordered a new cell phone from them ******* Galaxy S23 an upgrade from my ******* Galaxy S10e I also purchased from them new. After activation the new phone would not hold a battery charge. I contacted them via phone and advised them of the problem. They indicated they would send a replacement at no charge. We also discussed re-activating my S10e so I would have cell service until the new phone arrives. The told me to go to Target here in Tulsa for a **** card. today, 8-25-2023. Both do not have **** cards. I called again to ************ for answers and was told me replacement phone is on hold and they would not respond to my need for a **** card. ************************* entered the conversation. I ask to cancel the upgrade and return the phone. Told me that I could not return the phone and cancel the upgrade. I have asked that the replacement phone not be sent while we work on a settlement. I do not want to block payment and cancel my account of over ten years with Consumer Cellular. However, I am sure they will not suspend payments on the new phone while working on a settlement. I want to return this defective phone and return to my s10e NOW

  

  Business Response

  Date: 09/02/2023

  September 2, 2023
   
  BBB #********
  *************** (#xxxxx8084)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ************ complaint and allowing us the opportunity to respond. We apologize for the experience he has had with our customer service, as well as the issues he experienced with his ******* Galaxy S23. When a phone order is placed on an existing line, the customer has ********************************************** return for any reason. The ******* Galaxy A23 was outside of this return window and was not eligible to be returned.
   
  ************ loyalty and long-standing account are important to us. As a courtesy, we are stepping outside of policy and allowing the ******* Galaxy S23 to be returned to Consumer Cellular for a refund. A free return label will be sent via email. When returning the phone, ensure the phone has been reset and all personal data cleared through the phone's settings menu. We recommend removing the Gmail address from the phone before completing the Factory Reset.
   
  For a phone to be returned to Consumer Cellular, the phone must be in like-new condition. Any physical damage (including cosmetic damage such as scratches to the screen or casing) or damage due to liquids or extreme temperatures voids the return option. When we receive the returned device, it will be inspected before processing. When it passes inspection, the credit will be issued back to the customer in the same way they originally purchased the phone. If it is found not to be in like-new condition, the return will be denied, and the damaged device will be returned to the address on file. As the phone has an active EasyPay plan, the full payment will come due. However, ************ can contact our phone support at ************ to reinstate the EasyPay plan until the device is paid off.
   
  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: 09/14/2023

  September 2, 2023
   
  BBB #********
  *************** (#xxxxx8084)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ************ complaint and allowing us the opportunity to respond. We apologize for the experience he has had with our customer service, as well as the issues he experienced with his ******* Galaxy S23. When a phone order is placed on an existing line, the customer has ********************************************** return for any reason. The ******* Galaxy A23 was outside of this return window and was not eligible to be returned.
   
  ************ loyalty and long-standing account are important to us. As a courtesy, we are stepping outside of policy and allowing the ******* Galaxy S23 to be returned to Consumer Cellular for a refund. A free return label will be sent via email. When returning the phone, ensure the phone has been reset and all personal data cleared through the phone's settings menu. We recommend removing the Gmail address from the phone before completing the Factory Reset.
   
  For a phone to be returned to Consumer Cellular, the phone must be in like-new condition. Any physical damage (including cosmetic damage such as scratches to the screen or casing) or damage due to liquids or extreme temperatures voids the return option. When we receive the returned device, it will be inspected before processing. When it passes inspection, the credit will be issued back to the customer in the same way they originally purchased the phone. If it is found not to be in like-new condition, the return will be denied, and the damaged device will be returned to the address on file. As the phone has an active EasyPay plan, the full payment will come due. However, ************ can contact our phone support at ************ to reinstate the EasyPay plan until the device is paid off.
   
  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: 09/14/2023

  I have returned the phone with the return label provided me. 

  Yes, I did do a factory wipe and reset on the phone. 

  I see that my account with CC shows a credit, but I have not received a credit as of yet.

  The phone has a defective battery and would go dead without notice. 

   

   

  

  Business Response

  Date: 10/04/2023

  October 4, 2023
  
   
  BBB #********
  *************** (#xxxxx8084)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ************ complaint and allowing us the opportunity to respond. Their phone return was received and processed on 9/12/2023. A credit of $111.05 was issued to the card used to make the purchase, and the remainder of the EasyPay plan was marked completed and removed from the 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: 10/12/2023

  My complaint was resolved by Comsumer Cellular to my satisfaction. They did accept the defective phone back and refund my money. I have never received an apology from them for the abusive way they treated me. I am currently looking at other cell phone service providers. It is a shame that after nearly twenty years, they treat me this way.

   

• Initial Complaint

  Date:08/25/2023

  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 my service with consumer cellular several months ago and they claim I owe them $65.00. They call my home phone frequently and sent me letters saying they are calling a collection agency if I do not pay. I called them to inform them once again of my cancelation and told them to stop harassing me. They insist I owe them the money because I switched phone service. They never said that when I first canceled and have not used my phone since. They continue to harass me. Please tell them to stop. My home phone is in their system ************ in case they need it.Thank you,***********************

  

  Business Response

  Date: 09/04/2023

  
  
                 
  September 04, 2023
  
  BBB 20522960
  ***********************(****6230)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Weve spoken to the customer and were able to come to a resolution. ****************** canceled his account on 6/26/2023, but stated he intended to cancel sometime in April. After reviewing the account usage, we see there was usage until 4/26/2023, making the charges until that date valid. After speaking to ******************, we reached an agreement to where they would pay $30 towards their final bill and Consumer Cellular would waive the remaining balance. ******************** account is now canceled in full with no remaining 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: 09/05/2023

   
  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:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 19 Aug. 2023, I tried to get my cell phone service back to Consumer Cellular (CC), after ************** LIED to me 3 times to get me to join. As of 25 Aug., I have driven to *********** Target and back, with CC personnel telling the Target tech representative that my phone was working. Still does not work. NOW they are saying I have to BUY ANOTHER sim card and make an appointment with Target to get the work done again. 24 Aug., a tech support operator at CC had me BUY a $10 sim card. The Target tech worker had his phone on speaker. She said that I would receive an e-mail from her before I got home, giving me the code to reactivate my phone. When I got home, the only e-mail from CC was 3 days BEFORE, congratulating me for having my service reactivated (still doesn't work). I have spent 3 HOURS on chat with CC today (25 Aug.), but the "highest ranking supervisor" has said I have to get a new phone number because ************** "owns" my old number. When I said to go ahead and give me a new one (he said it would be temporary until my old number was released), he found "issues" and could not get my phone up. He furthermore said he would have to make an appointment for me to go back to Target AGAIN (6th 100-mile round trip), so they could work with me. The phone person on 24 Aug said that I could go home from Target, that it was "all taken care of" and that I would have an e-mail waiting with a link to turn on my phone. It is now SIX DAYS WITHOUT SERVICE!

  

  Business Response

  Date: 09/04/2023

  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: 09/04/2023

  
  September 04,2023
  
  BBB 20522496
  *************************** *****2433
   
  
  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 his concerns about his experience trying to get a working phone; we understand any frustrations this may have caused. We advised we will be forwarding up the issue regarding his troubles with our Consumer Cellular Verve phone. As a courtesy for his travels and experience, we applied a one-time credit of $30.63 to his account; this will be applied to any future bills.
  
  Regarding his phone service, ******************** purchased and activated a retail SIM card and inserted it into a new third-party device. He advised that the new device is now able to make and receive calls.
   
  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:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that I could bring my phone over to consumer cellular and it was compatible with consumer cellular satellite towers. It's a lie. It does not work with the towers at all. *****************************

  

  Business Response

  Date: 08/29/2023

  August 29, 2023
  
  BBB 20521638
  ***************************** (#XXXXX0342)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ************************** frustrations with the compatibility of his device with **********************.
  
  In many cases, a customer can bring their phone or device to our service. If the device is 4G LTE, VoLTE compatible, unlocked, and GSM, we are more than happy to try it. We recommend contacting the seller of the device or the provider the device is from to ensure the phone is unlocked and GSM/VoLTE compatible. We can check to see if it will work with our service using the phone's **** (unique identifier); however, this will give us basic information on the phone. If the company the phone was initially purchased from made any software changes for their network specifications, it would not show on the **** information. While we have had great success with most third-party devices, we cannot guarantee the functionality of all devices or all features of a non-Consumer Cellular device with our service. Until our SIM card is inserted, and the service is active.
  
  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:08/24/2023

  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 called consumer cellular back in November of 2022, told them my phone was broken and to transfer my number, fine I got a pin and talked to *****, who said number was transferred to new company and the account was now closed, so today I see that all along you have auto drafted money every month, 10 months later, why are you still charging me for service, I dont have service with u anymore, the phone number linked to the account is ************. Ive called numerous times and I was told my account is closed. Please refund me all my money back, and close my account..

  

  Business Response

  Date: 08/26/2023

  August 26, 2023
  
  
  BBB #******** 
  *************************** (#*****3608)
  
  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.
  
  We have confirmed ****************** phone number was transferred to a new provider on 11/10/2022. However, the account did not automatically cancel, and billing on the account continued. The account is now closed, and charges after the date of cancellation have been waived.  A credit refund request for $279.42 has been forwarded to our accounting department. Once reviewed and processed, a check will be mailed to the billing address on file, which can take two to three weeks.
  
  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: 08/26/2023

   
  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:08/23/2023

  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.

  Consumer Cellular has exposed my financial information by weak on line systems or possibly people inside selling information related to auto bill pay. My phone account was stolen from under me TWICE in one year with Consumer Cellular . This means that another person could easily buy a sim card and go online to retrieve my account leaving me without service and exposing me to credit card and impersonanation with my name and email. believe somewhere in that company information is either sold or online easy to enter. But why me? I am over 65, have no issues with old husbands or boyfriends and do not know why they are targeting me.Once they take away my phone account to another company they then use my number to gain access to all accounts with wire transfers, cash ATM withdrawals with card requests, and applications to buy cars. Companies dealing with seniors need to be careful and stop responding in a non chalant way as they have in the past. "oh it happens a lot now a days" is not good enough. Because I have never had this happen by a company in all my years and because fraudsters know how easy it is to get in to accounts at consumer cellular or possible an inside job. I am tired of telling me "we are doing everything we can do" NO YOU ARE NOT! otherwise my account would not be broken into twice in one year. This is taking advantage of seniors and financial abuse!I have been subjected to being without a phone for weeks ,being refused to get my phone line back, having to change numbers on all accounts, Having to freeze my credit and all with risk of financial ruin with getting into retirement account. This has caused such and anxiety and anguish. I have been looked at suspeciously and asked questions by the claims departments at my bank, geI have had to file *** reports and had to call other parts of us regarding ATM withdrawls.This is rediculous way of doing business! I dont think this is really being truly understood by this company

  

  Business Response

  Date: 08/25/2023

  August 25, 2023
   
  BBB #********
  ************************* (#xxxxx0496)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond. We are terribly sorry for the experience she has had twice in the last year with her Consumer Cellular account. A *** Swap scam (also known as Port-Out Scam, *** Splitting, and Simjacking) is a type of account takeover fraud that generally targets a weakness in two-factor authentication and two-step verification in which the second factor or step is a text message (SMS) or call placed to a mobile telephone. This allows fraudsters to take over phone numbers so they may have access to financial and personal accounts. Sadly, this type of fraud is common with all carriers.
   
  After reviewing the account, we see that someone accessed the customers online account in the morning of 12/26/2022 and activated a *** Card purchased at a retail location. This effectively placed ************** phone number on a different *** Card or phone. On 12/27/23, someone identified as ************** contacted our phone support and requested a Port Out PIN. The number was transferred to another provider that day, and the Consumer Cellular account was canceled. ************** called in on 12/28/23 to notify us she was without service. The online account was immediately blocked after being notified that she had not transferred her number or activated a *** Card. This would prevent further activations from happening online.
   
  After several escalations and numerous contacts with the other provider, we retrieved ************** phone number as of 2/08/23. As a security measure, the online account remained blocked to prevent online activations. On 5/21/23, ************** contacted us to remove the block from the online account. She was notified that she would be responsible for any changes or charges that occurred on her account after that time.
   
  Sadly, we do see that someone accessed the customers online account on the morning of 8/17/2023 and activated a *** Card purchased at a retail location. This placed ************** phone number on a different *** Card or phone once more. ************** contacted us the same day due to the email notification she received after the *** Card was activated. At that time, the online account access was blocked once more. Unfortunately, she decided to cancel her account and service as of 8/21/23.
   
  Consumer Cellular bills are in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. As a courtesy, we have backdated the cancellation to 8/17/23 and waived the final charges. We can confirm nothing further will be due on the account.
   
  If anything changes in the future, we would love to work with ************** again. 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: 09/04/2023

  August 25, 2023
   
  BBB #********
  ************************* (#xxxxx0496)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond. We are terribly sorry for the experience she has had twice in the last year with her Consumer Cellular account. A *** Swap scam (also known as Port-Out Scam, *** Splitting, and Simjacking) is a type of account takeover fraud that generally targets a weakness in two-factor authentication and two-step verification in which the second factor or step is a text message (SMS) or call placed to a mobile telephone. This allows fraudsters to take over phone numbers so they may have access to financial and personal accounts. Sadly, this type of fraud is common with all carriers.
   
  After reviewing the account, we see that someone accessed the customers online account in the morning of 12/26/2022 and activated a *** Card purchased at a retail location. This effectively placed ************** phone number on a different *** Card or phone. On 12/27/23, someone identified as ************** contacted our phone support and requested a Port Out PIN. The number was transferred to another provider that day, and the Consumer Cellular account was canceled. ************** called in on 12/28/23 to notify us she was without service. The online account was immediately blocked after being notified that she had not transferred her number or activated a *** Card. This would prevent further activations from happening online.
   
  After several escalations and numerous contacts with the other provider, we retrieved ************** phone number as of 2/08/23. As a security measure, the online account remained blocked to prevent online activations. On 5/21/23, ************** contacted us to remove the block from the online account. She was notified that she would be responsible for any changes or charges that occurred on her account after that time.
   
  Sadly, we do see that someone accessed the customers online account on the morning of 8/17/2023 and activated a *** Card purchased at a retail location. This placed ************** phone number on a different *** Card or phone once more. ************** contacted us the same day due to the email notification she received after the *** Card was activated. At that time, the online account access was blocked once more. Unfortunately, she decided to cancel her account and service as of 8/21/23.
   
  Consumer Cellular bills are in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. As a courtesy, we have backdated the cancellation to 8/17/23 and waived the final charges. We can confirm nothing further will be due on the account.
   
  If anything changes in the future, we would love to work with ************** again. 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: 09/06/2023

  I wanted to make sure the record is straight that I did not say I would accept all" responsibility" for returning online format as All  I wanted to do was pay my bill! Why should I be any different than any other person when it comes to being online? I have never been treated like this or  had this happen in all the companies I have been with at all; expecially 2x in the same year having the phone account taken from under me!

  Dispite the total chaos and I am not doing business with this company, I will have to accept this case as they have agreed to help with the small amount of remaining bill with the closure of my account.

  Customer Answer

  Date: 09/06/2023

   
  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,
  
  *************************