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:08/15/2023

  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 just absolutely HATE HATE HATE consumer cellular. Worst customer servcie, crappy systems put in place, and they do not care how much or how badly they s**** over their customers. My new phone was fully activate and transferred. I logged into pay my bill, it had an alert that said finish activating new phone. I figured I mustve missed a step. But no that was not the case. Now my new phone and old phone have ZERO service, SOS only. Chat won't help me for security reasons, I have to call, but now I have no phone to make a call with!! I need to go to work today and make $200, and cannot because my phone IS my job, it is REQUIRED to do my job. So I want my next 2 months service only free, I will pay the device payment, if my device gets fixed and works again. But you screwed me out of necessary income, so you are going to pay me back by way of waiving my next 2 months of service, Which still leaves me screwed out of $100. I am getting blamed for their error, customer service refuses to actively listen to understand the issue, and won't fix it. My interaction with customer service has left me feeling so depressed and suicidal I cannot take it.

  Customer Answer

  Date: 08/15/2023

  Finally spoke to someone who cared to help.  Got it fixed, mostly.  Parts of my phone are now totally different and wrong and Idk why or how to fix.  Either way I got screwed out of working and I want a credit for 2 months of service, just the service, not the device payment.  Or you could credit $100 towards the device payment.  Either way works for me, as you prevented my working with your error and I want compensation for that, in order for it to be fully corrected.  I will not pay for someone elses error. 

  

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  
  BBB #********
  ***************************** (#*****0225)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  

  All our phones come with a new SIM Card preinstalled for easy activation, including phones that are eSIM capable. We make the activation process streamline and as easy as clicking a button, as many customers need more familiarity or skill to switch to a physical SIM Card. Unfortunately, when the customer submitted the activation of their e-sim, it deactivated their old phone, and the new phone needed the ** code scanned to complete the activation process. We assisted the customer and finished the activation. We are glad to confirm the new phone is active.
  
  We are happy to forward their concerns on the activation process to the correct department for review. While we cannot guarantee that Consumer Cellular will change this in the future, we heavily emphasize our customers'opinions on how we may provide a better service to them.
  
  We are sorry we cannot offer two months of free service as customer service resolved the issue as soon as the customer reported she had activated the new sim. As we cannot meet the customer's request, and the customer did not use the whole plan purchased, we placed a $30.06 credit on their account as a courtesy.
  
  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: 08/16/2023

   
  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:08/14/2023

  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 switched cellular carriers on May 31, 2023. When Consumer Cellular still hadn't released my phone number to my new carrier I called them. On 6/3/23 I spoke with ****** and she said that I hadn't gotten a special pin from them for the transfer. I got the special at that time. On 6/6/23 they still hadn't released my phone number. At that time I spoke with ******** who informed me that my service wasn't cancelled with Consumer Cellular yet. ******** said she was closing my account gave me what my closing charges were going to be on the next bill I received for services through June 6 2023. I agreed with that. I received another bill on June 30 for services in July. I called back and spoke with ******** again that I should not be getting a bill for services after 6/6. She said that she would fix the charges. On 8/12/23 I received another bill this time for services in July. I have been with another carrier since 5/31/23. I am getting tired of having to call them every month to stop charging me for services I no longer get from them.

  Customer Answer

  Date: 08/15/2023

  I was in contact with Consumer Cellular again yesterday 8/14/23 and they have agreed to remove the charges for July 2023.  I will follow up with my credit card for the August billing to make sure they don't charge it.  If they don't charge my card additional fees then I will get back to you that I am satisfied the issue is closed.

  

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  
  BBB #********
  ************************* (#****0238)
  
  
  Dear BBB,
  
  Thank you for the opportunity to address Ms. ******** concerns.We are very sorry to hear of the customers frustration.
  
  We spoke with the customer and are glad to report; ********************** issued a full credit back to 6/6/23 when we released the customers number to their new provider. There is no balance due.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I reserve the right to reissue it if they bill my credit card for the month of August.
  
  *************************************************

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my mother a GrandPad through Consumer Cellular on Dec 7, 2022 for Christmas. The ** had not been able to connect, so we had to call the company for assistance. Throughout the moths, I called and spoke to CC about calls being dropped, video calls not showing both screens, etc. They then told me that they would send a new SIM card and hopefully that would solve the problem. It didn't. I called them AGAIN, and now am being told that the device is mine to keep, it should've been returned within 2 weeks, (I bought it for Christmas, so wasn't even hooked up till after) Even after they sent me a SIM to "CORRECT THE ISSUE". And the manager told me to sell it, it's mine to keep. FIRST OF ALL, why would I sell a non working devise??? How can you tell a customer that? I have not received a full month of usage out of this Grandpad, they have about $600 dollars of my money and I have a non working device.

  

  Business Response

  Date: 08/21/2023

  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: 08/22/2023

  
  August 22, 2023
  
  BBB 20457417
  ******************************* (#XXXXX3862)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations that ****************** has experienced with our **************** and returning the device.
  
  ****************** started service on 12/7/2022 and canceled on 8/11/2023. Our Risk-Free Guarantee allows new customers to try our service, and if they choose to cancel within the first 30 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 all equipment purchases, including SIM-only orders, and throughout our website.
  
  After reviewing the account, ****************** contacted us in April 2023 due to service issues. We could not complete full troubleshooting since the account holder and the GrandPad user lived in different locations. Then in May, we spoke regarding the service issues and sent a new SIM card to the users address. Unfortunately, both SIM cards sent were returned to Consumer Cellular.
  
  As a courtesy to the customer, we have offered to waive the final billing on the account for $59.63. ************** has agreed to this credit. 
  
  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

   
  Complaint: 20457417
  
  I am rejecting this response because: I was told in January, when we first set it up that they could not help us since my sister was not on the account.  (Yes we live in different states, my sister is in the location of the Pad).  So I had to go thru the hassles of adding her, while still tryingto keep the tech on the phone, who was trying to get us to just call back.  That is when this all started.  They can see on my account that there was NEVER a full month of usage out of that Pad.  I was then told after the *** card incident (which 3 were sent out, only one was received after being sent to another state) that if that didn't work, the next step was to replace the Pad.  That was never addressed again!  If that was the case, we would've tried another device and moved forward.   They offered to adjust my bill, which they did do, but that STILL did not fix the issue with the device not working.  I have NEVER heard of a reputable company that gives you 30 days on an electronic device!  No warranty?  No customer support at all, this is unacceptable, especially dealing with Seniors.  And then to be told to sell the device?  A nonworking device??  I stand by my statement and will continue to tell my situation to all that will listen.  I wish I would've read the reviews before making my decision, many many unhappy customers.  This is terrible company, for anyone, but especially to a vulnerable Senior. Shame on you!
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/02/2023

  Hello,

   This response from the Consumer Cellular company is unacceptable.  They did nothing to rectify the broken unworking equipment that I purchased.  How can a company NOT have any warranty (more than 30 days) on electronic equipment?  *********** is horrible, and taking hard earned money from Seniors!

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 3- I canceled my account with **********************. I spoke with a customer service representative and received a transfer pin upon closing my account. July 10- they automatically drafted ***** from my bank account and explained to me that amount was for my regular bill (*****) plus fees for cancellation. Aug. 1- I received another bill for ***** therefore I reached out to the Consumer Cellular Chat line to speak with a customer service representative. I screen shot our conversation which was confirmation that the service was canceled and the invoice was canceled as well. I ask if I would have to pay anything and his response was no. Aug.10- $***** was automatically drafted from my bank account. I immediately called ***************** only for them to say my account was never cancelled and that was the cost for the previous month. They finally said they did cancel my account on July 3rd but I still owed $24.13 and they would send me a check for $29.76. I am reaching out to BBB for assistance and reporting purposes in that no one else is scammed in this manner and hopefully I can get the full amount of $***** returned to me.

  

  Business Response

  Date: 08/20/2023

  August 17, 2023
  
  BBB 20452234
  *************************** *****7802
   
  
  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 the remaining balance due on her account; we understand her concerns about not receiving the remaining $24.13 of the $53.89 that was due. Since ************** did not use much data during the billing cycle before canceling, we applied a credit of $32.75 to her account. This credit will be sent to her as a check and will arrive within the next 2-3 weeks. ************* has no account balance due and will receive no further invoices.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:08/09/2023

  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 currently am a customer of **********************, ************. Because of issues with my phone and networks (wi-fi) going to 5g. I bought a new phone through CC and was trying to activated it yesterday but a number of techs,(because their system keep timing out, as it is today) could not get the phone to activate (about 4 hrs yesterday,)Now I am attempting to reactivated my phone, the same one I was using they say it will take up to three days. They don't seem to care that I followed their instructions that new phone would not connect. It is their phone and their network and my phone did work. I feel this is unacceptable, because it was not my doing of the failure to connect and of all times I have a serious heart issue which is causing me to not to be able to drive. I was in communicates with my doctors yesterday and because of something not my doing, I must be penalized. This is no far fair business..

  Customer Answer

  Date: 08/10/2023

  Compliant has been resolved...

  Thank you for your assistance.

   

  ***************************

   

  

  Business Response

  Date: 08/16/2023

  August 16, 2023
  
  BBB #********
  *************************** (#xxxxx9370)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ****************** complaint and allowing us the opportunity to respond. Upon review of the account, we do see that the new ******* Galaxy S22 was activated via the customers online account. Sadly, after completing standard troubleshooting steps with our online chat agents, the phone still was not placing calls out. 
  
  We absolutely understand that it can be frustrating when a new device activation does not go smoothly. Our representatives offered troubleshooting steps that typically resolve service issues right away. Unfortunately, it is possible that either the phone itself had a defect or the new *** Card was defective. Without additional troubleshooting such as trying a new *** Card in the new phone, or doing a Factory Reset on the phone, we would not be able to tell what exactly the issue was.
  
  We did offer to reactivate ****************** old phone. This required submitting a request to AT&T to have the old *** Card made available for reactivation. It can take up to 72 hours for this request to be processed and completed. Since we are resellers of AT&T, we have to send these requests to AT&T. Because of this, we have to wait for the technicians to electronically 'scrub' the *** card and notify us this has been done. We can then contact the customer to have the old *** Card reactivated for service.
  
  As of 8/10/23, the old *** Card had been activated and ****************** service has been restored. Also, a return request had been set up for the new ******* S22. We can confirm that this has been received by our warehouse, and will be processed within the next 5 business days. As long as the phone is in like-new condition, ****************** will receive the refund shortly.
  
  
  As a courtesy, for being without service for a couple of days, we have applied a $10 credit to the customers account. He now has $27.79 due 8/16/23. Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order two new phones from Consumer Cellulat and I put ***** care on both phone and when I called in to activate phones made sure they were covered for lost and stolen phones . I had one fall in the lake and called first he tells me I have addition and I know I had ***** so he tells me to call the number file the claim Asurion does not have my phone in the system I have to call back several times finally ***** manager gets on the line he tells me one had assurion the other had ***** care the one that went in water was assurion but does not cover lost or stolen but he will get this resolved and call us back . He could see where this was messed up one has one coverage one has the other so he would get it covered give him 24 hours I got a call back not from him but no one knew who so rep another supervisor read notes said no it could not be from what he was reading added . Or whatever it looks like I dont have coverage . Hold up everything Im reading on line says it is I bought coverage your reps told me it was covered when I activated the phones and now the one that happen to fall in water less than 15 days after I bought it is not covered no way I been with you almost 20 years and this is not happening someone needs to make this right yawl see the ***** everyone has a koleged it its nothing to you but a arm and a leg to me make it right guys

  

  Business Response

  Date: 08/12/2023

  August 12, 2023
  
  BBB File No. 20446731
  ******************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Our customer established service on 4/25/16. On 7/18/23, the customer ordered two iPhone 14 Pro devices via their online account. While placing the order, the customer opted for Asurion Protection for the first iPhone 14 Pro and added AppleCare+ for the second iPhone 14 Pro. 
  
  AppleCare+ for iPhone extends *********** coverage and technical support to two years from the original purchase date of the iPhone. As well, it adds up to two incidents of accidental damage coverage every 24 months. Each incident is subject to a service fee of $29.00 for screen damage or $99.00 for any other damage, plus applicable tax. AppleCare+ is not insurance and does not cover the phone if it is lost or stolen.
  
  Asurion is a protection plan that primarily covers physical damage to the phone. It also effectively extends the manufacturers warranty after that coverage ends in twelve months. Asurion is not insurance and does not cover the phone if it is lost or stolen.
  
  Unfortunately, as both AppleCare+ and Asurion Protection plans are not insurance, the device that the customer lost is not eligible to be replaced under either 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
  

• Initial Complaint

  Date:08/09/2023

  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.

  In Feb 2023, I got a new simi card for my Consumer Cellular phone so it would work for me on my trip to Ireland. The overseas service never worked the whole trip. I spoke to them about this and they apologoized and said due to them dropping TMoble for overseas calls they would need to give me I new **** simi card. On March 28th 2023 I had an appt. with the Comsumer Cellular in person help at the ********* ** Target on *******************. I arrived for my appt and 2 ladies were already waiting and had been there awhile and the service tech was not there (he was called away to a meeting the ladies told me). They had already been waiting over an hour and when the person reurned he had to finish with them 1st. Understandably. My 3pm appt turned into a closer to 5pm appt. I thought after he preformed the simi card swap I was good to go. On Aug 9 2023 I got a postcard saying I needed a new simi card. Called the help desk listed on the card, to find out that the Target person had mixed up the simi cards & put the bad Tmobil card back in the phione, not the new **** one. Now Consumer Cellular is sending me another new simi card and I will need to get another appt at the same Target & play the same game again, to attempt to get the **** card (which should have been installed) on Mar 28 2023. So I am right back where I started. I no longer have the dexterity to swap the card myself. I choice Comsumer cellular for the high customer service ************* I am very disappointed after only only having them under 2 yrs.

  

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  BBB 20445676
  ******************************* (#XXXXX7790)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ************************** frustrations with her experience at Target.
  
  We have reached out to ********************** and discussed the difficulties that she has experienced. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ********************** experienced. We appreciate the shared feedback and are constantly looking for ways to serve our customers better. We have forwarded ************************** 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
  

  Customer Answer

  Date: 08/19/2023

  Consumer Cellular has reached out to me and we are working on getting matters resollved.   They have been very proactive so far, so I am hoping to put this experience behind me.   They had to replace my phone and I need to receive the new phone and activate it before I will know if I am out of the *****.

  Customer Answer

  Date: 08/28/2023

  I have resolved all of my problems with Consumer Cellular and I am totally happy with the outcome, thanks to *************

  She was very understanding and really provided me with great service.   Please close my case.

• Initial Complaint

  Date:08/09/2023

  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 set up new service with Consumer Cellular on 7/14/23. I purchased a new phone from them with the new service. They advertise a 100% risk free guarantee. If you cancel within 30 days or 45 days if you are an AARP member you can cancel at no charge. My card was initially charged ******. I cancelled my service on 7/27/23. The phone was returned. I was only refunded *****. The difference being the shipping charge for the phone. No where in the wording of the 100% guarantee or anywhere else do they say the shipping fee is not refundable. I contacted Consumer Cellular and they would not refund the *****. This is false advertising. I want them to honor the guarantee and refund the *****.

  

  Business Response

  Date: 08/14/2023

                 
  August 14, 2023
   
  BBB #********
  ********************* (#XXXXX1956)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ************** with frustration with her Consumer Cellular service.
   
  With our Risk-Free Guarantee for our service, we offer to waive all service charges and provide a return label to return the phone free of charge. Then once the phone is returned and in new condition, the cost of the phone will be refunded to the customer; it does not include the shipping method chosen when having Consumer Cellular equipment mailed.
   
  Per our Terms and Conditions Section 1.1
   
  Your Agreement begins on the day we activate your Service and continues through the day your Service is terminated by you or us pursuant to the terms of this Agreement. There is no requirement that you maintain Service for a specific term length. With our 100% risk-free guarantee, as a new customer you may cancel your Service and return any Device purchased directly from us within 30 days (data usage is limited to 500MB) of activation of your Service, and we will waive the monthly service fee. You 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.
   
  As a courtesy to ************** we have refunded the $12.00 charge for shipping to her.
   
  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: 08/14/2023

   
  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:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not request any changes to my cell service. I was sent a new SIM card with instructions for installation. The new card would not activate. After 4 hours, 5 calls to Consumer Cellular and a trip to a target store, my phone does not work. CC customer service said I need a newer phone. My old smart phone was working fine before putting in a new SIM card. CC said they cant restore service to my previously working phone. CC put me out of service and will happily sell me a new phone to resolve the issue. CC should provide a phone while I price out replacements. They should stop billing while I am out of service. CC should offer a compatible cell phone at no cost or seriously reduced cost for putting my working phone out of service.

  

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  BBB #********
  *************************** (#XXXXX9898) Filed by *******************
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations that ************** has experienced with a recent SIM change.
  
  We understand the customer's frustration surrounding the ******** migration. Consumer Cellular is transitioning fully to the AT&T network to ensure that we provide our customers with the fastest data speeds and high-quality calls provided by AT&T. 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". Since ************** was using a user-provided device, we were unaware that it was locked to ******** and would only work on the *** network once unlocked. ************** was unable to have his phone unlocked through ********.
  
  After speaking with **************, we have waived the current month's billing for time without service. Also, offer a $80 credit towards purchasing a new phone. He has accepted the free month of service and declined the $80 towards a new phone.
  
  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: 08/21/2023

   
  Complaint: 20441193
  
  I am rejecting this response because: Consumer Cellular knew in advance it would put me out of service. They would not put my phone back in service while I looked for a replacement phone. They never called back from the executive office. CC messed up the porting of my number and caused additional delays in restoring my service with my new carrier ********* My **************** is cheaper than CC. It also appears that many, many CC customers have had the same loss of service after installing the new SIM card. Extremely poor decisions by the executive team at CC.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for unlimited talk, text, and data for my husband and myself. Consumer Cellular shuts off my husband's data every few days citing "excessive usage". When I call to complain, they turn his data on after telling me that we have a 50 Gig "cap" after which the service will be slowed down. I am fine with that. That is normal. What is not, is them shutting his data completely off. 10 days prior to the end of the billing cycle, they shut off his data and refused to turn it back on, citing, again, "excessive usage" and that their "system" would not let them turn his data back on until the next billing cycle. When I reminded them that we had unlimited data, they acknowledged this and apologized for the inconvenience but said it was the way their "system" was set up and they could not do anything about it, though my own data usage was uninterdupted.

  

  Business Response

  Date: 08/09/2023

  August 09, 2023
  
  BBB 20432753
  ********************* (#XXXXX1313)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ************ frustrations with the high usage suspensions.
  
  We have reviewed the customers account and found that their data was turned off due to a high amount of data used in a short period of time. To protect our customers from unexpected or extreme charges, and assist us in identifying fraud, if any line of service exceeds 10GB, **** texts/minutes, in a 3-day window, the service or feature will automatically be suspended. We are unable to turn off this feature as it is a protection to our customers. This information about suspending a feature of any service is in our Wireless Customer Agreement under Section 1.2.
  
  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: 08/09/2023

   
  Complaint: 20432753
  
  I am rejecting this response because: I pay for unlimited talk, text, and data. I understand that while Consumer Cellular feels the need to shut off my husband's data after a certain point for supposed high usage, I was not made aware of this at the time of signing up for their service, however I find I can deal with the inconvenience of calling to have his data turned back on if absolutely necessary even though neither Sprint nor ******** had any such policy when we were with them. 

  What I am NOT prepared to accept is Consumer Cellular completely deactivating his data and refusing to turn it back on, whether it is the way their system is set up or not, 10 days or any other amount of time, before the end of the billing cycle. I pay for a service which includes what they have acknowledged to be UNLIMITED talk, text, and data. There is a difference between slowing down the speed of the data after a certain point and completely turning it off. When I pay for UNLIMTED, I expect unlimited, even if it is slower after a certain point.

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