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.
478 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:08/23/2023
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.
Please see uploaded letter dated August 22 2023. It has all of the detailed information it it.
Business Response
Date: 08/30/2023
August 30, 2023

BBB File No. 20512432
***************************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.

Part of the warranty replacement process requires we speak with the customer to confirm the correct shipping address, as well as verbally advise the customer that the phone must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.

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.

********************************* ******* Galaxy A53 5G was processed for warranty replacement on 8/09/23. When we received the defective device back on 8/18/23, it was denied for return due to physical damage to the charging port and an insufficient return charge (IRC) of $449.00 was applied to the account. We have included pictures of the denied return; the first picture is of the **** of the device and the second picture is the damage to the charging port.

Due to the physical damage to the charging port, the phone is not eligible for return for a refund or exchange and the charge of $449.00 remains valid. We understand the answer provided is not the answer the customer was 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: 08/30/2023
I will be sending Back their ******* galaxy A53 5G phone this week! I don't won't or need this phone. All I ask is that they stop trying to charge me for any of their phone's. I sent them the old ******* galaxy A53 5G phone, now I'm send them the new replacement phone as well! So, I do not wish to be charged for any of the phone's because they will have both phone's back!
Sincerely,
***************************** Email: **********************
Customer Answer
Date: 08/31/2023
I just sent back the ******* Galaxy A53 5G replacement phone that replaced the old ******* Galaxy Cell Phone. Now Consumer Cellular has both cell phone, and I do not want to be billed anymore from Consumer Cellular! Sincerely, *****************************
Business Response
Date: 09/08/2023
Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the return of the ******* Galaxy A53 5G.

Our shipping department has gone outside the return policy and is accepting the device for return and a credit of $449 has been applied to the account to offset the original denied return charge. The account has been cancelled, effective date 09/02/2023 and the balance remaining, due 09/22/2023 is $90.68 for service through 09/02/2023.

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: 09/11/2023
I am rejecting this response because: I don't feel that I should owe Consumer Cellular put me through. Sending *** to knock at my door late at night, and I had to keep mailing the ******* Galaxy A53 5G phone back to Consumer Cellular, and I had to go without a phone, that I needed so badly for my job and Consumer Cellular, didn't care if I lost my job over a phone not working. I don't feel that I owe Consumer Cellular $90.68 for service I did not have. And I'm very glad that I am no longer with this company, because their service is very bad. They don't have any store's where you can go into for service. You have to go to a Target store, and most Target Store's don't have someone there to help you. And if you can find a Target store that has someone their in my area, They are not very knowledgeable about consumer Cellular product's! And their product's are not the latest products on the market, and half-the time their phone's don't work well!

Sincerely,

*****************************`
Initial Complaint
Date:08/22/2023
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.
Bought a phone in Nov. 22 from Consumer Cellular for $189. Phone has a year warranty. Phone failed ( processor) in June 23. Checked with 3 sources, all said send it back to get warranty. Followed their procedures was told if not dropped or wet warranty would cover. They sent me a new phone and a bill for $200. They agreed the phone failed but was bent. Not bent. Said screen was scratched, it wasn't. Side scratched, it isn't. Several calls no satisfaction. It appears a warranty at Consumer Cellular is of no value.
Business Response
Date: 08/29/2023
August 29, 2023

BBB File No. 20508840
********************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.

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.

When we received *************************** Consumer Cellular ZMax 5G on 8/17/23, it was denied for return due to physical damage as the phone is bent. The phone was sent back to ************** and an insufficient return charge (IRC) of $199.99 was applied to his account. We have attached pictures of the damaged phone to this complaint. The first picture is of the **** of the device and the next two are of the damage. If ************** would like to return the warranty replacement device and it is in like-new condition, we will accept the return to offset the IRC.

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:08/22/2023
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.
A couple of months ago I discussed with a Consumer Cellular Repsentative that someone else name showed when I called others and that I would like for my name (*******************) to show instead. I was sent a new SIM card that was suppose to eliminate the problem and start showing my name. As of this date my name still does not show. Also, my emails have started showing up on my Cell Phone. I did not request or agree for the service to start. I do not want my emails to be shared with my Cell Phone in any way and would like for that service to stop ASAP.
Business Response
Date: 08/31/2023
August 31, 2023

BBB File No. 20507491
******************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Service providers sync their records with a database called CNAM; CNAM contains the name associated with a specific telephone number. When a Caller ID correction is submitted, the change in information is submitted to CNAM. It is then up to all other carriers to sync their databases to CNAM to receive any recent changes. Carriers are not required to do this, so the timeframe for the correction to work across the board can vary and may not always be reflected by every carrier everywhere. Landline companies, including cable and VoIP companies, can take up to ninety days or longer. In our experience, those providers sync with CNAM to update their Caller ID information much less frequently than others do.

In addition to this, certain phones, especially landlines devices, can save caller ID information automatically once they have been called. If the name is not cleared out, even after the provider has synced with CNAM, then the incorrect Caller ID information will continue to show. If this occurs, the end-user of the equipment will need to physically clear the information from the Caller ID device.

A request to update the caller identification to Wireless Caller was processed on 8/31/23. Unfortunately, Consumer Cellular does not offer personalized identification of Caller ID so we are unable to list the customer's name as requested. Please be advised, it can take up to one week to complete. Please make sure your number is deleted from any other Caller ID device previously called in order to reflect the correct information.

If the customer does not wish to receive email on their phone, they will need to remove the email account from the device. We do not have remote access to our customers equipment. They can remove the email account by going to Settings ? Accounts ? select the email account to remove ? tap Remove account ? tap Remove account again to remove the email 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: 09/01/2023

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:08/21/2023
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 sent my husband and I new sim cards for our phones and did not tell us that they were switching our service from ******** to ATT&T cards. We need to have ******** coverage at our second home in the mountains in case of an emergency. So, we cancelled with CC on 7/31 and changed to a ******** plan. Since then my credit card has been charged 3 times for a total of $133.55. I did not receive a final invoice since I was signed up to receive online statements and was locked out of my online account once I cancelled service. When I called today for an explanation of the charges I was put on hold multiple times (for approx 45 min) while the young lady consulted with a "specialist" whom I was never able to talk with. She finally emailed the last 2 invoices to me. I still believe that I was overcharged since the final bill should have only been for about a week's service 7/24-7/31/23. Also, CC refused to unlock my husband's phone after multiple calls by us and the representative at ********. So, we had to pay for a new phone for my husband. HIs phone would have been compatible with ******** if they would have unlocked it. The new phone cost $101.76. I would like to be compensated for the new phone, a review of my final charges that are easy to understand, and absolutely NO additional charges from CC placed on my credit card.
Business Response
Date: 08/24/2023
August 24, 2023

BBB 20501954
***************************** (#XXXXX1917)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ******************** frustrations with the recent service change. We have tried reaching **************** and have been unsuccessful.

We understand ******************** 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. In Section 1.2 of our Wireless Customer Agreement, "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're sorry that the customer did not understand we would be moving away from ******** entirely.

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 that there were three charges on the account. The first was a regular monthly bill due for service from 6/25/2023-7/24/2023 for $81.53. Then the final statement of $20.02 for service from 7/25/2023-7/31/2023. Also, the phone payoff that **************** had set up on a payment plan of $32.

We provided the code to unlock the device. However, the phone did not accept the unlock code we had on file. We would be happy to troubleshoot this further. To get the phone to recognize the code, we recommend powering the phone off and back on again, then inputting the unlock code. If the phone continues not to accept the code, a master reset is recommended. If **************** would like assistance with this, she is welcome to contact us.

Although our devices are eligible to be unlocked to be used with third-party services, they are sold and made to be used with Consumer Cellular service and are not guaranteed to work with other networks.

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: 08/25/2023

Complaint: 20501954

I am rejecting this response because: We already attempted the "fix" that ****** suggested to get my husband's phone unlocked (without success) when we switched our carrier to T-Mobile. As stated in the initial complaint, we already purchased a new phone at ******** similar to the one my husband had at a cost of $101.76. That is the amount that would satisfy this complaint.

Sincerely,

*****************************
Business Response
Date: 09/11/2023
September 11, 2023

Rebuttal BBB 20501954
***************************** (#XXXXX1917)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the continued frustrations that **************** has experienced with unlocking the phone.

We have tried reaching her on the number provided in the complaint, and when we called, we were told that she was unavailable at that number. We have also tried the other number on the Consumer Cellular account and have been unsuccessful.

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: 09/20/2023

Complaint: 20501954

I am rejecting this response because: I don't know what "******" means that she got a response from someone that said I was "not available at that number" when she called. I did get voicemail messages and have called her back 3 times; most recently just a few minutes ago. Twice I left messages when I returned her calls and this time I got a busy signal. I'll try again in a little while.

Sincerely,

*****************************
Business Response
Date: 10/11/2023
October 11, 2023

BBB Rebuttal #********
***************************** (#xxxxx1917)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that our service will no longer meet ************************ needs. We have provided the code to unlock their device. However, the phone did not accept the unlock code we had on file. That is the only code that has been provided to us by the manufacturer.

We do apologize that we are not able to unlock the phone with the code provided by the manufacturer. Although our devices are eligible to be unlocked to be used with third-party services, they are sold and made to be used with Consumer Cellular service and are not guaranteed to work with other networks.

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:08/18/2023
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.
On 8/13/2023, in trying to transfer my cell phone service to a different provider, it was discovered that a carrier lock was placed on my phone by ATT via Consumer Cellular. Because of this, I was not able to transfer my service. In contacting Consumer Cellular regarding this issue, they advised a proof of purchase for my phone had to be provided prior to them releasing the lock. Note that the phone was given to me by my daughter, after she upgraded to a newer phone. I sent the proof of purchase to *********************************** as told. I was advised it would take up to 72 hours to verify purchase and release the lock. On 8/18/2023, I called regarding release of the lock placed on my phone, as the lock had not been released, as promised. I was advised that they gave me the wrong email address and that I should send it to ************************************** After doing so, I am now told that I have to wait an additional 72 hours for review of the receipt before they can release the lock. This has been very frustrating, as I see no valid reason for them to request proof of purchase in order to release the lock. It clearly shows in their record that I brought this phone to Consumer Cellular. Cell phone service has gotten extremely poor in my area since CC recently made changes to their network. Thus, the reason for my needing to change providers. But, although they claim there is no contract when you sign up for service, I feel like I am being held hostage to this company by them placing this lock on my phone. I would like this company to release the lock placed on my phone, so that I can transfer my service to a different carrier.
Business Response
Date: 08/22/2023
August 22, 2023

BBB File No. 20490906
************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We do apologize that our customer was not provided the correct email address to send the proof of purchase for the iPhone 8 Plus.

Upon reviewing the receipt and the lock status, we found that the device is not locked to Consumer Cellular. We recommend they contact Apple directly as we are unable to determine which provider the device is locked to.

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: 08/22/2023

Complaint: 20490906

I am rejecting this response because:

The lock on my phone was placed by Consumer Cellular. If the phone was locked when I brought it over to CC, I would have had to get it unlocked prior to getting service with CC which was not the case. Consumer Cellular recently switched to using ATT towers and upgraded my SIM card after the switch, and my phone is now locked to ATT. I would like CC to remove the lock so that I can transfer my service to a different provider.

Sincerely,

*************************
Business Response
Date: 09/06/2023
September 6, 2023

BBB File No. ******** Rebuttal
************************* (Account No. **********

To Whom It May ********

Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. We do apologize, however, when reviewing the receipt and the lock status, we found that the device is not locked to Consumer Cellular and received the message S2388 US Loaner and Service Picker policy -iPhone 7 and newer". We recommend they contact Apple directly as we are unable to unlock the device or to determine which provider the device is locked to.

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
Apple was contacted on September 1, 2023 and, after sharing my phone screen, they confirmed that the phone was locked by Consumer Cellular. In order to remove the carrier lock CC placed on my phone, a reset had to be performed. After resetting the phone, the CC carrier lock was finally removed. I have attached the email received from Apple with the case number that was provided regarding their assistance with this matter. Im extremely disappointed in CC but I am happy Apple was able to assist.
Initial Complaint
Date:08/18/2023
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 mom had this account, she passed away unexpectedly. Despite contacting customer service for a refund, and transfer of phone number, I was told that I have to keep paying the bill and I will be refunded and number will be transferred. This never happened and I am still paying bill and still have not have number transferred. I want a full refund, and line transferred, and my mother credibility restored. This is not ok.
Business Response
Date: 08/23/2023
August 23, 2023

BBB #********
*************************** (#xxxxx6742)

Dear BBB,

Thank you for contacting us regarding Ms. ********* complaint and allowing us the opportunity to respond. We were able to reach out to ******************** and provide our deepest condolences for the passing of her mother. We understand that this is a difficult time, and we want to make her request to transfer the number to another provider as smooth as possible.

The account and line do need to remain active for the transfer to another provider. ******************** will need to let the new provider know the Consumer Cellular Account Number and Transfer PIN, along with her mothers name and address. Those are the key things that we will use to verify the transfer request. As long as that information matches, our system will release the number automatically when the request comes in and cancel the account.

Additionally, once the account is canceled, we can post a credit for any charges accrued past her mothers date of passing. For us to be able to post any credits, a copy of the Death Certificate will need to be forwarded to our ******************* She may send this via email as a ".PDF" attachment to *********************************** She may also fax a copy to ************, or mail a copy to:

Consumer Cellular
Attn: Billing
*****************************************************>********, ** 97224

Thank you for allowing ** 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: 08/30/2023
August 23, 2023

BBB #********
*************************** (#xxxxx6742)

Dear BBB,

Thank you for contacting us regarding Ms. ********* complaint and allowing us the opportunity to respond. We were able to reach out to ******************** and provide our deepest condolences for the passing of her mother. We understand that this is a difficult time, and we want to make her request to transfer the number to another provider as smooth as possible.

The account and line do need to remain active for the transfer to another provider. ******************** will need to let the new provider know the Consumer Cellular Account Number and Transfer PIN, along with her mothers name and address. Those are the key things that we will use to verify the transfer request. As long as that information matches, our system will release the number automatically when the request comes in and cancel the account.

Additionally, once the account is canceled, we can post a credit for any charges accrued past her mothers date of passing. For us to be able to post any credits, a copy of the Death Certificate will need to be forwarded to our ******************* She may send this via email as a ".PDF" attachment to *********************************** She may also fax a copy to ************, or mail a copy to:

Consumer Cellular
Attn: Billing
*****************************************************>********, ** 97224

Thank you for allowing ** 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: 09/09/2023
September 09, 2023

BBB #********
*************************** (#xxxxx6742)

Dear BBB,

Thank you for contacting us regarding Ms. ********* complaint and allowing us the opportunity to respond. We were able to reach out to ******************** and provide our deepest condolences for the passing of her mother. We understand that this is a difficult time, and we want to make her request to transfer the number to another provider as smooth as possible.

The account and line do need to remain active for the transfer to another provider. ******************** will need to let the new provider know the Consumer Cellular Account Number and Transfer PIN, along with her mothers name and address. Those are the key things that we will use to verify the transfer request. As long as that information matches, our system will release the number automatically when the request comes in and cancel the account.

Additionally, once the account is canceled, we can post a credit for any charges accrued past her mothers date of passing. For us to be able to post any credits, a copy of the Death Certificate will need to be forwarded to our ******************* She may send this via email as a ".PDF" attachment to *********************************** She may also fax a copy to ************, or mail a copy to:

Consumer Cellular
Attn: Billing
***************************************>********, ** 97224

As of 9/09/23, the number has not been transferred to another provider; and the account has remained active. We have also not received a copy of the Death Certificate for our records. 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: 09/13/2023
September 09, 2023

BBB #********
*************************** (#xxxxx6742)

Dear BBB,

Thank you for contacting us regarding Ms. ********* complaint and allowing us the opportunity to respond. We were able to reach out to ******************** and provide our deepest condolences for the passing of her mother. We understand that this is a difficult time, and we want to make her request to transfer the number to another provider as smooth as possible.

The account and line do need to remain active for the transfer to another provider. ******************** will need to let the new provider know the Consumer Cellular Account Number and Transfer PIN, along with her mothers name and address. Those are the key things that we will use to verify the transfer request. As long as that information matches, our system will release the number automatically when the request comes in and cancel the account.

Additionally, once the account is canceled, we can post a credit for any charges accrued past her mothers date of passing. For us to be able to post any credits, a copy of the Death Certificate will need to be forwarded to our ******************* She may send this via email as a ".PDF" attachment to *********************************** She may also fax a copy to ************, or mail a copy to:

Consumer Cellular
Attn: Billing
***************************************>********, ** 97224

As of 9/09/23, the number has not been transferred to another provider; and the account has remained active. We have also not received a copy of the Death Certificate for our records. 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:08/16/2023
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.
Double payment taken from my credit card, that I did not know they kept on file after my bank paid with the monthly amount due on the same day and when I called about it, they stated that they never got the electronic check, which my bank shows it was received before midnight on the due date and they charged my credit card the same. When I called, they lied and said I was enrolled in the auto-pay for my credit card monthly payment and when I went to their website to see how my account was set up, it showed every payment from the 1st payment had always been from my bank as an electronic check and paid on time. This was a breach of my trust and non-approved use of my credit card that was to be used for the initial set up only. I want my double payment refunded immediately and an apology for lying and the unauthorized use of my credit card.
Business Response
Date: 08/17/2023

August 17, 2023

BBB 20481638
************************* (#XXXXX4996)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ************** frustrations regarding the auto-pay service.

We have reviewed the account and see that the account was initially set up on auto-pay in July 2022. Since ************ had been making payments before the due date, nothing was charged through the auto pay until July 2023. We have removed the auto pay per ************** request and refunded the auto payment.

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:08/15/2023
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.
On July 28, 2023, i contacted Consumer Celluar regarding a solicitation for phone service. Upon speaking to the representative I requested that my phone service be transfered. I was give instructions to contact my current carrier and was assured that all of my three phone lines would work on the Consumer Celluar network. Upon transferring my phones, only one phone worked on the network. I was then told that one of my phones (non-working), needed a new sim card. I ordered the sim card from Consumer Celluar, and upon installation, it did not work. After days and hours on the phone attempting to get my remaining two phones online, i was told that the latter phones would not work on Consumer Celluar and that in order to use their service i would have to purchase Consumer Celluar phones. The phones were purchased at a cost of more than $1400.
Business Response
Date: 08/22/2023
August 22, 2023

BBB #********
*************************** (#xxxxx9885)

Dear BBB,

Thank you for contacting us regarding ********************** complaint and allowing us the opportunity to respond. We absolutely understand the importance of having a reliable phone, and experiencing a smooth transition when switching providers. We do apologize for the experience that the customer had during his switch to our service.

In many cases, customers can bring their own phones to our service. As long as the phone is at least 4G LTE, unlocked, GSM, and VoLTE capable, we are more than happy to give it a try. We do recommend contacting the seller of the device to ensure the phones are unlocked and GSM/VoLTE compatible. Sadly, while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service. However, we do have a Trade-In Program if the customer decides to purchase a new phone through Consumer Cellular. We have smartphones starting as low as $99 plus tax.

As a phone was recently purchased on ********************** account, he has 30 days from 8/13 to contact our phone support at ************ to set up the Trade In Request if needed. The Trade In Credit can either be refunded to the customer or applied to any active EasyPay plan on 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
Business Response
Date: 08/30/2023
August 22, 2023

BBB #********
*************************** (#xxxxx9885)

Dear BBB,

Thank you for contacting us regarding ********************** complaint and allowing us the opportunity to respond. We absolutely understand the importance of having a reliable phone, and experiencing a smooth transition when switching providers. We do apologize for the experience that the customer had during his switch to our service.

In many cases, customers can bring their own phones to our service. As long as the phone is at least 4G LTE, unlocked, GSM, and VoLTE capable, we are more than happy to give it a try. We do recommend contacting the seller of the device to ensure the phones are unlocked and GSM/VoLTE compatible. Sadly, while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service. However, we do have a Trade-In Program if the customer decides to purchase a new phone through Consumer Cellular. We have smartphones starting as low as $99 plus tax.

As a phone was recently purchased on ********************** account, he has 30 days from 8/13 to contact our phone support at ************ to set up the Trade In Request if needed. The Trade In Credit can either be refunded to the customer or applied to any active EasyPay plan on 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
Business Response
Date: 09/04/2023
August 22, 2023

BBB #********
*************************** (#xxxxx9885)

Dear BBB,

Thank you for contacting us regarding ********************** complaint and allowing us the opportunity to respond. We absolutely understand the importance of having a reliable phone, and experiencing a smooth transition when switching providers. We do apologize for the experience that the customer had during his switch to our service.

In many cases, customers can bring their own phones to our service. As long as the phone is at least 4G LTE, unlocked, GSM, and VoLTE capable, we are more than happy to give it a try. We do recommend contacting the seller of the device to ensure the phones are unlocked and GSM/VoLTE compatible. Sadly, while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service. However, we do have a Trade-In Program if the customer decides to purchase a new phone through Consumer Cellular. We have smartphones starting as low as $99 plus tax.

As a phone was recently purchased on ********************** account, he has 30 days from 8/13 to contact our phone support at ************ to set up the Trade In Request if needed. The Trade In Credit can either be refunded to the customer or applied to any active EasyPay plan on 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: 09/06/2023

Complaint: 20472270

I am rejecting this response because: Not only did they falsely assure me that all my phones where transferabble, now they want the phones that did not transfer to be traded in for a fraction of their value. This is a very unethical operation. I guess i will simple have to appeal for assistance through my State Attorney General.

Sincerely,

***************************
Business Response
Date: 09/23/2023
September 23, 2023

BBB Rebuttal #********
*************************** (#xxxxx9885)

Dear BBB,

Thank you for contacting us regarding ********************** complaint and allowing us the opportunity to respond once more. While we do apologize that the correct expectations for bringing a third-party device to our network were not set with them, it was their decision to purchase a new device to continue with our service.

When purchasing through a retail partner or directly through Consumer Cellular, there are phones to fit almost any budget. We have Android phones starting at $99.00 plus tax and Apple iPhones starting at $429 plus tax. If a customer is not satisfied with their purchase, we have a return policy period. As long as the phone is in like-new condition, it can be exchanged or refunded for any reason during that period. We empathize with ********************** situation and understand their frustration; however, it was ultimately their decision to purchase a high-end phone. Sadly, the return period has lapsed, and the device is not eligible to be returned.

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:08/15/2023
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.
I have been defrauded by this company and you closed my previous case without even notifying me after they lied.
Customer Answer
Date: 08/15/2023
This isn't so much an attachment as my complete history with these people copied from where I posted it on the ****
CONSUMER CELLULAR HAS DEFRAUDED US AND WE DEMAND COMPENSATION.

Maddiecat4atJuly 18, 2023 17:55
Copy of Email to Consumer Cellular
My name is ***********************. My account number was *********. We signed up for ********************** a few months ago. I am 74 years old, I am a widow living on SS, I live with my daughter, who is disabled. We have a landline but we need a cellphone for when the phone or elec are out or when we are out in the car. We were impressed by the promise of complete coverage. The problem is that we were never able to get a signal at our house or within a five mile radius of our house. We called a service line and were told it was probably just weather conditions and that it would improve. The fact is that since last Sept. when we got your service, we were never able to make a complete phone call. Sometimes it would connect and then cut off.
Having had enough, we called to cancel your service in the hopes we could find something better elsewhere. A horrible woman informed us that she would not cancel our account unless we sent her $90. I guess that was for the last month, when we were unable to use the phone at all, and some jacked up price for a phone that doesn't work. We tried to get her to allow us to return the phone but she refused.
I do not have $90 to send you in one payment. Could you at least have enough decency to allow us to pay $10 a month until this is paid off? I have to find some other service and pay for that. Our whole relationship with Consumer Cellular leaves a bad taste in my mouth. We paid you for months for nothing and now you want more. Really?
***********************
P.S If it helps you, the account was under *********************, my daughter and mine's initials and our contact email was her email **********************. I await your reply. As you can see I've also filed a BBB complaint. Hope you enjoy that.

FCC Consumer Help CenterJuly 31, 2023 12:28
Hi ****,

Thank you again for your submission to the **** The FCC's role in this process is to facilitate a conversation between you and your provider. We received a response from your provider to your Ticket No. 6345913.

Here's what happens next:

Your provider is required to send you a written copy of its response. Keep in mind, If the carrier sends the response by postal mail, it could take up to 10 days for you to receive the response.
Please review your provider's response. If the issues you raised in your ticket remain unresolved, you can reply directly to this email with a short description of the problem.
Keep in mind that billing adjustments or other actions by your provider could take time to implement.
If we do not hear from you within 30 days, your ticket will be closed.
If you have new issues with your provider, you can file an additional complaint by going to: consumercomplaints.fcc.gov

Maddiecat4atAugust 06, 2023 20:26
(I'm copying my latest correspondence with these people and their refusal to help me. I hope you can help me agree to let them let me return the phone (and I haven't received any letter. They lie. I'll gladly give the phone back--I don't want it and they can resell it. It was never used so fair and square.
**************** (Consumer Cellular)
Jul 26, 2023, 16:01 PDT
Hello ******************,

When ordering the Consumer Cellular ZMax 10 on 9/22/2022 you signed up for our EasyPay finance plan agreement. Because our EasyPay program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement. All new customers are required to use our AutoPay program with EasyPay. The customer will receive a full invoice showing all charges each month and then on the due date, we will automatically apply the amount due to the credit or debit card on file. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file.

When placing the order, you put a downpayment of $9.25 (included taxes) with a monthly payment of $4 per month for 24 months. At the time of cancelation, you were at 9 payments out of 24, with the remaining balance being left at $64. If you would like, we can send you a copy of your Easypay agreement via email.

Thank you for choosing Consumer Cellular,
****************
Executive ********************************************* ************
******************************
J C
Jul 20, 2023, 17:00 PDT
The phone itself came at 90 dollars. I don't understand what the sixty four is for. You charged me what 50 cents a month? I'm still not dropping my complaint. I would like to see this end with you giving me a prepaid label and me sending you BACK the phone which I've looked and has HORRIBLE reviews and cannot be resold. The top resale value is 7 dollars. We also have the receipt where we paid you. This still smacks of highway robbery. I think I'm being fair. What do you think? I think that's fair.
**************** (Consumer Cellular)
Jul 20, 2023, 14:12 PDT
Hello ***********************,

We would like to waive the remaining invoices on your account. All that will be left is the remaining EasyPay balance left for the Consumer Cellular ZMax 10 at $64.

We can split the balance of $64 into ten payments of $6.40 over ten months. We can start this payment arrangement this month; just let us know what date.

If you'd like to set this up, please reply to this email. We can set up the payment arrangement with autopay if you'd prefer, or we can set it up for you to call in and make monthly payments.

Thank you for choosing Consumer Cellular,
****************
Executive ********************************************* ************
******************************
J C
Jul 19, 2023, 16:34 PDT
I have also filed with the **** Intend to look into other places to file as well.
J C
Jul 19, 2023, 16:33 PDT
I have an agreement that says I paid for the phone which was 99 dollars to begin with. That sounds good but not good enough--not yet. Not enough to withdraw my claim.
**************** (Consumer Cellular)
Jul 19, 2023, 15:08 PDT
Hello ***********************,

We've received your complaint from the BBB and would like an opportunity to discuss your concerns. 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 you experienced.

We can split the balance of $99.81 into ten payments over ten months. We can start this payment arrangement this month; just let us know what date. The ten payments would be split up as follows: one payment of $9.99 and nine payments of $9.98.

If you'd like to set this up, please reply to this email. We can set up the payment arrangement with autopay if you'd prefer, or we can set it up for you to call in and make monthly payments.
Thank you for choosing Consumer Cellular,
****************
Executive ********************************************* ************
******************************
This email is a service from Consumer Cellular.

Maddiecat4atAugust 06, 2023 20:28
UNDERSTANDING YOUR FINAL INVOICE
ACCOUNT #: *********

Dear *************************,
We appreciate the time you were on service with us. Your cellular account is closed and a final invoice was sent to you a few weeks ago. A final invoice generated because we bill monthly fees and usage in arrears, which means after your bill cycle has closed. This final, prorated invoice covers charges up to the day your service ended.
You can verify the last day of charges by reviewing page two of your invoice. Here you will find the Monthly Summary section. The Billing End Date shown is the date your service was cancelled. It is the last day charges were billed.
Example of where to look on your invoice:
Monthly Summary example image
Your final invoice is now past due. To review your final invoice and/or make a payment now, click on the button below.
View / Pay My Invoice
QUESTIONS?
Were here for you. Simply visit our Contact Us page or give us a call at ************** and one of our friendly, award winning U.S. based support team will be happy to help you.
We thank you for your business. We hope to have the opportunity to provide you with cellular service again in the future.
Sincerely,
Consumer Cellular Customer Service
All I'm asking is to return the phone--I won't drop the complaint until then. Make them understand that! I appreciate your help.

Maddiecat4atThursday at 17:39
Consumer Cellular LogoWe'd love to have you back. Reactivate today.

Call **************

Dear *****,
You deserve more options and fewer fees which is why wed love for you to come back to Consumer Cellular.
Reactivate your account today to enjoy:
Low Price icon
Unlimited talk and text starting at just $20 a month
Nationwide coverage
Reliable connections on the best nationwide networks
Established in 1995
Friendly, knowledgeable, and U.S.-based customer service

Ready to stay more connected for less? Reactivate your Consumer Cellular service today its easy and free.

Call **************

Hassle-free calling with our 100% U.S.-based customer support team
Call center hours:
Mon-Fri 6AM - 7PM PST
Sat-Sun 7AM - 6PM PST

Learn more
I received this is email yesterday and they have been calling and openly harassing me every day about my bill. We both known I will give them their phone I just hope you will help me make that clear. Thank you!

Maddiecat4atYesterday at 17:50
More harrassment! I want them to leave me alone if they won't agree to my resolution.
Consumer Cellular LogoGive us the chance to impress you all over again

Call **************

Dear *****,
You deserve more options and fewer fees which is why wed love for you to come back to Consumer Cellular.
Reactivate your account today to enjoy:

Low Price icon

Unlimited talk and text
starting at just $20 a month

Nationwide coverage

Reliable connections
on the best nationwide networks

Established in 1995

Friendly, knowledgeable, and
U.S.-based customer service

Ready to stay more connected for less? Reactivate your Consumer Cellular service today its easy and free.

Call **************

Hassle-free calling with our 100% U.S.-based customer support team
Call center hours:
Mon-Fri 6AM - 7PM PST
Sat-Sun 7AM - 6PM PST
Learn more

2023 Consumer Cellular, **** Terms and Conditions subject to change. New service activation on approved credit. Cellular service is not available in all areas and is subject to system limitations. All other products are trademarked by their respective manufacturers. Privacy and Security. Do not reply to this message.
If you wish to unsubscribe from promotional communications, please click here. You may still receive transactional and account related emails from Consumer Cellular.
This message was sent to: **********************
Consumer Cellular
****************************************************-8517

Maddiecat4atYesterday at 17:51
I have received no propositions on how to fix this and keep me from going in the poor house. Someone needs to take up my case.

FCC Consumer Help CenterToday at 10:15
Hi ****,

Thank you again for your submission to the **** The FCC's role in this process is to facilitate a conversation between you and your provider. We received a response from your provider to your Ticket No. 6345913.

Here's what happens next:

Your provider is required to send you a written copy of its response. Keep in mind, If the carrier sends the response by postal mail, it could take up to 10 days for you to receive the response.
Please review your provider's response. If the issues you raised in your ticket remain unresolved, you can reply directly to this email with a short description of the problem.
Keep in mind that billing adjustments or other actions by your provider could take time to implement.
If we do not hear from you within 30 days, your ticket will be closed.
If you have new issues with your provider, you can file an additional complaint by going to: consumercomplaints.fcc.gov

Maddiecat4atToday at 11:25
They also lied on my BBB inquiry. Text here: BBB also closed my case without contacting me.
July 30, 2023

BBB 20332040
*********************(*****6798)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *********************** started service on 9/29/2022 and cancelled on 7/16/2023. Our Risk-Free Guarantee allows new customers to try our service and if they choose to cancel within the first 45 days or 500 MB of data use, whichever comes first, we will waive any service fees. This information is provided in our Start Here Guide included with any retail purchase as well as throughout our website.

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 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.

Because our EasyPay program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement. All new customers are required to use our AutoPay program with EasyPay. The customer will receive a full invoice showing all charges each month and then on the due date, we will automatically apply the amount due to the credit or debit card on file. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file.

As a courtesy we have waived all current invoices, leaving the $64 remaining on their EasyPay plan. Weve attempted to negotiate a resolution with ****************** in the form of a payment plan, where they would pay $6.40 over the course of ten months as means to accommodate their request to pay off the balance in installments. Unfortunately we were unable to come to an agreement, and while we understand this is not the answer ****************** is seeking, our position has not changed and the charges remain valid.

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
None of this has happened. None of it. They have not listened to my suggestion to return their phone, they've not sent me a bill, they've not even set up their precious payment plan and most importantly they made me look like a liar. Now they're sending mass emails to my daughter who, like I said, is the email we used for the account which was our initials saying they want us back and making her, disabled and very mentally ill, even more paranoid. This is harrassment when all I want to do is return the phone and forget the money. They broke their promises, I signed no contracts, nothing. No easy pay c*** Worst of all they made me look like a liar and I want my case carefully considered, I want them to stop harrassing my child, and I want to forget I ever knew them because it was the worst experience of my life. I won't pay for a useless phone which they can have back gladly. They don't deserve my money including the FOUR dollars they made me pay for a phone that never worked from day one.
Customer Answer
Date: 08/15/2023
As for their precious easy pay agreement, I received this in a email weeks ago. A contract by the way without my signature or any real evidence I signed it because I don't think I agreed to what they swear I agreed to.
Business Response
Date: 08/17/2023
August 17, 2023

BBB #********
************************* (#*****6798)

Dear BBB,

Thank you for contacting us regarding ********************************* complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the cancelation process and final billing on their account.

Our customer started service on 09/29/2022 with an order placed online at www.consumercellular.com for the Consumer Cellular ZMax 10 smartphone using our EasyPay program. Our Risk-Free Guarantee allows new customers to try our service, and if they choose to cancel within the first 45 days or 500 MB of data use, whichever comes first, we will waive any service fees. If they have purchased a phone from us, we will send a postage-paid shipping label to return the phone and refund the cost of the phone after inspection. This information is in our Start Here Guide, included with all equipment purchases, and throughout our website. Due to the phone being outside the Risk-Free Guarantee, the device is no longer eligible to be returned for a refund.

Because our EasyPay program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay Agreement, electronically accepting the number of payments and the terms and conditions of the agreement. All new customers are required to use our AutoPay program with EasyPay. The customer will receive a full invoice showing all charges each month and then on the due date, we will automatically apply the amount due to the credit or debit card on file. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file.

As a courtesy we have waived the last two invoices; the balance of $64 remaining on their closed account is the remaining due for the purchase of the Consumer Cellular ZMax 10 purchased through the EasyPay plan.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 08/17/2023

Complaint: 20471825

I am rejecting this response because:
I would like to see a copy of our acceptance of the agreement plus we would like a written itemized bill. This is still unacceptable since the phone was never used. I tried to use it once when my car broke down and I was stranded on the side of a highway but I couldn't get coverage in your mighty coverage area. You've been thieves and nothing but an inconvenience and I don't pay 64 dollars, a large sum for me, for something worthless. If you want any money, I'll send you four dollars every month if you give me a payment book like I supposedly agreed to pay for the phone. That way you'll get all your money in 16 easy months! Just like I was to get the useless phone.
Until then expect me to drag this out to the bitter end. By the way, ****************** I emailed you a while ago when this began why am I just now hearing from you? Another case of you ignoring me? You people are such crooks.

Sincerely,

*********************************
Customer Answer
Date: 08/17/2023
I don't know how you electronically sign something. I don't remember this, it wasn't saved on my daughter's email while I'm using, I don't think it happened. It's rotten to cheat people this way.
Customer Answer
Date: 08/19/2023
Far from the itemized bill I asked for and no explanation about the charges and no proof I signed anything. If they REALLY want something, I'll send them the 4 dollars a month. The phone's worthless and I'd get it paid off per this magical hidden agreement I was supposed to have signed they have no proof of. These people are crooks and I hope you listen to me this time. They also need to stop tormenting my mentally ill daughter with their constant ads! They turn her into a basket case and I don't want to pick up the pieces. It's terrorism and they should be reprimanded for emotional terrorism.
Customer Answer
Date: 08/21/2023
Thank you so much for listening to an old mountain woman. They're still being unreasonable but its nice to know you're on our side... Now.
Customer Answer
Date: 08/30/2023
This isn't more info, just to see what's going on with the case and to let you know I'm watching. I hope its not closed again without my knowledge.
Customer Answer
Date: 09/08/2023
Fine. It's obvious who you believe and I'm being screwed but over a period of time. Very, very, very, last time I ever bring anything to you and I'm not going to encourage anyone to turn to you.
Customer Answer
Date: 09/22/2023
We reached a tenative agreement with CC through you where we'd agreed to unfortunately pay 5 dollars a month for a useless phone and we've done that for two months only to get these email today:
DELINQUENT COLLECTION NOTICE
ACCOUNT #: *********

Dear *************************,
Your inactive cellular phone account with ********************** is seriously past due. The total amount due is $59.00.
To avoid late fees and further collection efforts, we need to receive your payment immediately.
To Submit Immediate Payment: Click here
Pay By Phone: Call (800) 455-8103 with a credit/debit card
Mail Payment: PO Box ****, ********, ** 91109-****
Please note: payments submitted by mail could take much longer to post to your account. Your account will be considered overdue until payment has cleared.
Thank you for your prompt attention to the matter. We value your past business and the opportunity to serve you. If payment has already been sent, please disregard this notice.

This email was sent to my daughter's email, which I've asked them not to do, and had her in tears. Since this disagreement they seem to get off on harassing her and now this has her afraid they'll somehow take something away from us more than they already are. I know you're no help, I've come to accept that but you need to let them know I'm paying for the phone as the non existent agreement said. They need to -back--off. They'll get their money in the same time as if I stayed with their sorry a**** and it takes real big men and women to harass the elderly and the mentally ill.
Business Response
Date: 10/04/2023
October 4, 2023

BBB #********
************************* (#*****6798)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any inconvenience caused by the cancelation process and final billing on their account.

The remaining due on their closed account, for the purchase of the Consumer Cellular ZMax 10 purchased through the EasyPay plan, is currently $59.00. We have offered to set up a payment arrangement on the account to enable payments to be made in the amount of $5.90 for ten months. However, ****************** did not agree to this arrangement. While payments of $5 have been received on 08/28/2023 and on 09/28/2023, without having the payment arrangement on the account ****************** will continue to receive past due notices in addition to monthly late fees of $5 per month. We would recommend our customer contact ********************** at ************ to speak with one of our representatives and have a payment arrangement set up to avoid further collection efforts and 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
Customer Answer
Date: 10/12/2023

Complaint: 20471825

I am rejecting this response because: I have set up an agreement with you. Nothing was given for me to sign, nothing was given for me to respond to, certainly not a 5 dollar late fee. Not to mention you're terrorizing me. This needs to end. I have also sent you another 5 dollar check with copies of the checks. Leave me alone.

Sincerely,

*********************************
Customer Answer
Date: 10/12/2023
I hope this makes you feel warm and tingly inside you **** money grubbers.
Chat started on 12 Oct 2023, 10:09 PM (GMT+0)
(10:09:22) *** J.C joined the chat ***
(10:09:22) J.C
I have been fighting with you the past 4 or 5 months after canceling my account because you insist on saddling me with a phone that I have no desire to keep or pay for but have been told I signed an agreement about. I had thought I had come to a payment agreement with you only to learn on BBB this must have happened in my imagination. I have sent you three checks and that's all you're getting from me monthly--5 dollars. There was no payment plan given to me, I suggested the five dollars, and there are to be no late fees because I have honored our agreement.

(10:09:24) Consumer Cellular
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(10:12:22) Consumer Cellular
We apologize for keeping you waiting; an expert will be with you shortly. Please be sure to keep this window open to save your position in the queue (shown below). Feel free to check out our frequently asked questions here: *******************************************. If you'd prefer to set up a callback request, please call ************.

(10:15:09) *** ************** joined the chat ***
(10:15:12) **************
Hello, thank you for chatting! My name is ***** and I will be assisting you today! I truly appreciate your patience while we took care of everything to get to you. Please give me a moment to review your request.

(10:15:25) J.C
Fine.

(10:16:40) **************
JC, I'd be happy to assist you with any questions you have about your service today! May I please have your last name and the *** on the account?

********** J.C
*******. Pin number probably **** if that. I went through this before.

(10:17:50) **************
Thank you for verifying your account today! Please give me a moment to review the account.

(10:19:00) J.C
I just want to state that the payment agreement is **** not **** and I wasn't told about late fees. You have gotten three 5 dollar checks and that's what I agreed to. My account needs to reflect that.

(10:21:50) **************
I am still reviewing this, JC.

(10:22:05) J.C
Alright.

(10:28:24) **************
JC, I see that there is a remaining balance of $59 on the account for the purchase of the phone. You were offered the option of setting up a payment arrangement where you would make 10 payments of $**** monthly. I recommend setting up the payment arrangement as this will stop the collection efforts that you are receiving.

(10:29:27) J.C
Fine. Do it and send me the **** bill.

(10:30:02) J.C
I want to be shut of you people. All I have left to show for it is a useless paperweight I can't sell and a bunch of bad memories. 'People's cell phone' indeed.

(10:30:35) **************
Is there something wrong with the phone? If it just needs to be unlocked, it can be unlocked once it has been paid off.

(10:31:15) J.C
I'm not your customer anymore--it never worked and it never picked up. I really don't want to talk about it so just set up the plan.

(10:32:10) **************
I certainly will, JC. I just wanted to see if there was some way I could make the phone valuable for you. Please stay with me.

(10:32:30) J.C
Fine.

(10:34:05) **************
I've submitted the request to have the payment arrangement set up. The payment arrangement will be for 10 equal installments of $****. This is also going to stop collection efforts and late fees. Once the phone has been paid off, we can unlock it for you and it can be used with another carrier.

(10:34:54) J.C
Great. Fine. Beautiful.

(10:35:58) **************
JC, as of right this moment, you don't have to do anything else. We have submitted the request to the department that handles these types of payment arrangements to get this set up for us, so you are all set for right now.

(10:36:01) *** J.C left the chat ***
Customer Answer
Date: 10/12/2023
Please forward this to them as proof, please.
Initial Complaint
Date:08/15/2023
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 purchased a phone over a month ago from consumer cellular and it does not work. I went back to straight talk a month ago because i cant be without a phone. I want a new replacement or my money back. My model number is zmax 11. I also called zte phone manufacture to say that i want a replacement.
Business Response
Date: 08/17/2023
August 17, 2023

BBB File No. 20470265
*************************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers a Risk-Free Guarantee period to try our phones and services. If within the first 30 days or 500 MB of data use - whichever comes first, the customer is not completely satisfied with our service, they may simply cancel and we will waive any service fees. Customers remain responsible for any international long distance, roaming, text and data charges, as well as directory assistance charges, other third party charges and applicable taxes, etc. If they have purchased a phone directly from us, we will send a postage-paid shipping label to return the phone and refund the cost of the phone after inspection. All equipment must be in like-new condition in their original packaging. Devices must be returned with no physical damage (cracks, dents, scratches, unsanitary) or damage due to liquids or extreme temperatures to be eligible for a refund or exchange.

Mr. *************************** established service and ordered the Consumer Cellular ZMax 11 on 6/07/23. **************** called in on 7/15/23 to notify us that his phone was fixed as of 7/14/23 with the assistance of a friend.

While Mr. ******* account was cancelled outside of the 30-day Risk-Free Guarantee period on 7/22/23, as a courtesy, we have set up a return for the Consumer Cellular ZMax 11. To be eligible for return, the device must be received back at the warehouse by 9/05/23 and must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com

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