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:07/24/2023

  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.

  I signed up because they were ***** ***** After 3 months they are now charging me *****

  

  Business Response

  Date: 08/03/2023

  August 03, 2023
  
  BBB 20368860 
  *********************** (#XXXXX8485) 
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ********************** frustrations with an unexpectedly higher bill.
   
  We have reviewed the account and see that ****************** was changed to a larger data plan than was needed for his use. We have changed the rate plan back to the previous plan and credited the account $30 for the difference in the rate plan cost that he was charged. We have spoken with Mr. ******* and went over the changes and 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

• Initial Complaint

  Date:07/24/2023

  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 returned a phone, and Consumer Cellular is refusing to provide my credit of $85.00 dollars. They are also trying to overcharge me on my monthly statement. They are claiming that I'm 30 days late, even after providing proof from my bank that they have been paid. Their supervisors failed to provide assistance, and were very rude. (*************, Hose, these are all supervisors involved). There was also, no information about a deadline sent in the box with the phone or any date provided for when the phone should be returned. I also did not know that a phone was being sent because previous supervisors conveyed that they were not sending a phone. Lastly, I requested a new phone and not a used phone.My resolution is for my bill to be credited the $85 dollars for the returned phone and my billing statement updated. Showing that I'm current.Thank you

  

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  BBB File No. 20367772
  *********************** (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.
  
   Ms. ***** Knights Consumer Cellular Link II flip phone was processed for warranty on 5/25/23. When the warranty replacement device shipped, a prepaid return shipping label was included to return the defective device by 6/24/23. When the device was not received back by that date, the return was cancelled and an insufficient return charge (IRC) of $34.99 for the replacement device was applied to the account. As a courtesy, we have set up a return for the warranty replacement, per Ms. ******* request. Once the device is received back and found to be in like new condition, we will apply a credit of $34.99 on the account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  The last payment received on the account was $30.03 on 5/23/23 for the service dates of 4/14/23 5/13/23. The balance due on the account is $85.05 and includes $34.99 for the **** $20.03 for the service dates of 5/14/23 6/13/23 and $30.03 for the service dates of 6/14/23 - 7/13/23. Please know that the account is currently past due in the amount of $20.03. To prevent an interruption in service, **************** will need to pay the past due balance immediately.
  
  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: 07/28/2023

   
  Complaint: 20367772
  
  I am rejecting this response because: The slip included with the phone has no expiration date or no return date. I was never told to return anything by 5/24/23 or any other date. Also, I have been current, and on time with my payments. Payments were made in May, June, and July.  Consumer Cellular should have the replacement phone in their possession. I should currently have a zero balance.

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

  

  Business Response

  Date: 08/10/2023

  August 10, 2023
  
  BBB File No. ******** Rebuttal
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Ms. ******* return was processed on 8/02/23 and a credit of $34.99 was applied to her account to offset the insufficient return charge. The account now has a credit balance of $10.00, which will automatically be applied to her next invoice.
  
  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:07/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March, 2023, I switched my cell phone service from ******* Wireless to Consumer Cellular. Since that time my husband has not been able to receive calls except *********. He has missed several calls from his Doctors and did not get a notification that they had left him a voicemail. My phone worked ok. Recently I began to have problems with my phone so we switched to a different cell phone carrier.On my iPhone now I have 2 different IMEI and ICCID numbers. I have contacted Consumer Cellular to try to get the issue resolved to no avail.With Consumer Cellular I had an e-sim card and now I have a physical SIM card with my new carrier. I think the e-sim card may be part of the problem but cant get anyone to help resolve the issue.Please help me get this fixed.

  

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  BBB File No. 20363547
  ************************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Ms. ************************** iPhone 12 Mini offers dual SIM technology allowing the device to have two phone numbers. Dual SIM devices have two **** numbers; one is for a physical SIM and one is for an eSIM. Both **** numbers are listed on the iPhone even when only one is in use.
  
  **************************** can delete the eSIM by going to Settings > tap Cellular or *********** > tap the plan you want to erase > tap Delete eSIM. Please note that this will not delete the **** number associated with the eSIM. **************************** can find more information at *************************.
  
  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: 07/26/2023

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

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular sent an updated sim card. I put it in my smart phone and it would not work. Contacted CC and was told that since I had an older phone it was not compatible with the new sim card. I was therefore forced to purchase a new smart phone. CC said they purchased new towers and that is why the sim card would not work with my phone. My position is that I should not be held responsible for CC's equipment, i.e., having to purchase a new phone when the one that I have is just fine.

  

  Business Response

  Date: 07/23/2023

  July 23, 2023
  
  BBB File No. 20359436
  ********************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. 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. With our transition to AT&T towers it is necessary to have a new SIM card activated; however, we are not able to confirm the compatibility of a device until the new SIM card has been activated and tested. 
  
  In Section 1.2 of our Wireless Customer Agreement (WCA), "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 do apologize that ********************** phone is not compatible with our AT&T network. As a courtesy, we have applied credits totaling $99.58 to the account to help offset the cost of the ZMax 11 ************ purchased on 7/21/23. The account now has a credit balance of $76.03, which will automatically be applied to future 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
  

  Customer Answer

  Date: 07/23/2023

   
  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:07/20/2023

  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.

  Im contacting you because of what I perceive as a false claim in their advertising, made by my cellular phone company, Consumers Cellular. In their advertising and if you call into their customer service department, they will tell you that they offer an Unlimited Usage program, when in fact, at a certain level of usage, they will cut off your cell phone to any internet usage, regardless of need. I feel that this company should not be allowed to claim that they offer unlimited service when they dont.What happened to me was this. I have been a customer of ********************************************** since 8/2019. I had a need, this last May, to use my phone as a hot spot, which meant I would be using data. I understood that service would slow down after reaching 50 GB. I was NEVER aware that Consumers Cellular would totally stop my internet usage if I reached 90 GB of service, which I did. Now my cell phone service still worked, but internet service was gone. When I called them, they told me, the system shut me off and that there was nothing they could do. Its in the fine print, so contacting an attorney is of no use, but go ahead. Since Im an average ***, Im looking for your help to look into this and maybe other cellular phone companies to make sure that they cant say they have unlimited service if they in fact can end your internet service if you reach a certain usage limit. To me that's not "unlimited service". Also, I feel that with so many medically dependent people using internet dependent equipment for communications with their doctors office or hospital that companies should be prohibited from totally cutting off service.I would love to speak with you about this, if youd like to call me, please do. My conversations have been recorded by Consumers Cellular, as many companies do, so my information/story can be verified.

  

  Business Response

  Date: 07/26/2023

  
  July 26, 2023
  
  BBB File No. 20351594
  *********************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. 
  
  Once a customer has used 50GB of high-speed data in a billing cycle, their data speed will be reduced. This information is available on our website and states On unlimited data plans, access to high speed data may be reduced after 50GB of use, and you may experience slower speeds for the remainder of your billing cycle.
  
  As well, 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 three 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. Customers can log into their online account and reinstate the feature, however, If the high level of usage continues, the service will continue to be interrupted.
  
  Information about suspending a feature of any service is in our Wireless Customer Agreement under Section 1.2 and states We may modify, suspend or discontinue any function or feature of any Service or terminate your Service entirely at any time without notice for any reason
  
  On 6/20/23, the customers data was disabled due to high usage in a three day window. As the customer had exceeded the maximum allowed 50GB of high speed data, their data speed remained at a reduced speed until the new billing cycle started on 6/28/23.
  
  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
  

  Customer Answer

  Date: 07/26/2023

  I will disagree with the intent of ********* E's statement, especially the following statement "On 6/20/23, the customers data was disabled due to high usage in a three day window. As the customer had exceeded the maximum allowed 50GB of high speed data, their data speed remained at a reduced speed until the new billing cycle started on 6/28/23."

  When they cut us off we were already at 90 GB of service usage.  We had been using our cell phone as a "hot spot" starting around May 21st.  So our "irregular usage" had been occurring for almost a month before Consumer Cellular shut us off.  Then, after even calling them to explain what we were doing (using our hot spot feature), they still prevented us from having internet.  "nothing we can do about it".  Her statement that we had unusually high usage the 3 previous days is probably true, but given the context that we had been using it that way for the previous 30 days seems like a silly statement to make.  So I feel the intent of her statement is to mislead from the facts that we had been using their services, that way and the fact fact that we had reached a number of data usage limit (90GB) that Consumer's Cellular has set as a "cut them off" level.  If this statement is not true, why when we called them and explained what was happening why DIDN'T they say "OK, thanks for letting us know what's happening, we'll turn on your service, it's just going to run at the slower service rate, like when you exceed the 50GB level".  Also, we wish our service had remained on, BUT THEY TOTALLY STOPPED/CUTOFF our service and told us they couldn't turn it back on.  Listen to the call, please.  When the new billing started, it true, our internet turned back on, it better have.  But by that time we were done using our cell phone as a hot spot, because we had end our time at our cottage and had gone home where we have internet service.
  

  So ********************** are you saying that Consumer's Celluar doesn't have a "stop all service" if someone reaches 90GB of service in a month?  I so, again please listen to our phone call to your company and hear what we were told.

  Please change/stop your advertising saying you have "unlimited service", when in fact you end service once a customer reaches 90GB of usage.
  
  

  Customer Answer

  Date: 08/02/2023

  I haven't heard anything from the BBB or Consumer's Cellular since I replied to your last notice.  Why did I get this?

• Initial Complaint

  Date:07/18/2023

  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.

  Consumer Cellular. Totally miss represented their services. I asked when looking into the service if my phone is compatible and would I get good service at my house I was told both would be "great ". Both completely untrue. Spent many hours on the phone with customer service. Every one of them couldn't figure out the problem. Finally I got someone who told me my 3 year old cell phone was not supported. I missed many important phone calls while working out the problem with CC. They should be accountable for their horrible business ethics. My cell phone is very important to my business and they completely dropped the ball costing me money and I even had to send them money to even get a sim card from them. This might not be a huge problem but its costing money to many people who like me can't afford throwing money out the window. Thank you for your attention in this matter.

  

  Business Response

  Date: 07/26/2023

  
  
                 
  July 25, 2023
  
  BBB 20341370
  ***************************** (****7742)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The customer is welcome to use their own phone as long as it can use a GSM SIM Card, it is VoLTE (voice over LTE) compatible and it is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we are unable to guarantee the compatibility of any phone that Consumer Cellular did not sell to the customer. We understand Mr. ********* frustrations and have waived all invoices and fees incurred during their time spent attempting to have their device work with our services.  
   
  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:07/18/2023

  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.

  Control over my phone, changing app access to my personal information. Billed my account for a product that I never ordered and didn't want nor authorize! Breaking privacy laws. Unreliable, not providing the service agreed upon to provide, violated contract laws. Allowing random scam calls to access my phone. Selling my information to unlawful entities. I expect a full refund directed to ****************** at ******************************************************************************************** as well as a compensation payment and an appollogy in writing! Fraudulent activity is unlawful in the **. It is unacceptable a punishable by law!

  

  Business Response

  Date: 07/27/2023

  
               
  
  July 27, 2023
  
  BBB #********
  ******* Nex (#*****0043)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 
  We spoke to the customer. Their concerns are regarding receiving calls from an incarcerated family member. We did confirm incoming calls from the prison on 6/26/23 with their Consumer Cellular device. 
  Collect phone calls are the default calling option from jails served by a prepaid service. When calling a number, these services do not allow inmate collect calls to be billed to your number, making it necessary for the customer to establish an account with the prepaid service to accept phone calls from the jail. Consumer Cellulars service cannot receive Collect Calls. Unfortunately, we cannot guarantee you can receive these types of calls on our service. 
  We recommend calling cards for the other party or adding a line of service to their account for the other party if that is allowed.
  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:07/18/2023

  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 recently had to stop payment on a check,the first time in 6 years. Due to finances being to short to cover the check,And now they're treating me like a convict.And refusing to turn my phone back on,I just informed them that I entered the information in my bank bill pay.Of which they will have on Monday 7/24/23,I told them on the phone before doing this.That my wife gets paid on Friday 7/21/23,I told the operator that I might start looking into another carrier (first time in six years).

  

  Business Response

  Date: 07/22/2023

  July 22, 2023
  
  
  BBB #********
  *********************** (#*****9648)
  
  Dear BBB,
  
  Thank you for contacting us regarding Mr. ****************** complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the billing on their account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. A payment was posted to Mr. ******* account on 07/10/2023 in the amount of $64.77 for service from 05/25/2023 06/24/2023 and was returned by the bank on 07/18/2023 due to the customer placing a stop payment through their bank.  When the payment was returned, the account became past due and service was automatically suspended.  The total amount due to restore service is $89.77, which includes $64.77 for service and also a bank fee of $25.  Once this amount has been posted to the account, service can be restored to their cell 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: 07/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************;  The money was sent yesterday by my banks' bill pay, they should have it on Monday - the 24th. That depends on the **** doing their job, the amount sent was $89.77

• Initial Complaint

  Date:07/18/2023

  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.

  On June 25,2023 my Mom attempted to port her phone number. She was trying to switch from Consumer Cellular to Cricket. We called Consumer Cellular to get the necessary information. We spoke to representative after representative. They kept saying they were not the department we needed. Finally we spoke to a man that said he made the transfer but it was up to Cricket to finish it. The transfer never went through. We stopped the auto pay and my Mom got a new number. To this day Consumer Cellular continues to try and bill my Mother. They are even calling my phone daily.

  

  Business Response

  Date: 07/21/2023

  July 21, 2023
  
  
  BBB #********
  Armario Hill
  
  
  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 process needed to transfer their number to a new provider.  However, we are not able to locate our customers account with the information provided.
  
  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:07/17/2023

  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've been trying since 6/29/23, to receive refunds owed to me from CC. I've called several times and I'm not getting anywhere. The amounts to be refunded are $153.08, $243.47, $125.53, and $117.89. These amounts were quote to me on 7/5/23, by the Billing **** ***** A total of $522.08 is owed to me. Please help me to get my monies returned to me. I feel like, as a Senior Citizen I've been taken advantage of. I'm not getting the service that I asked for due to false advertising. Please help me.

  

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  
  BBB #********
  ******************************* (#*****6356)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by this issue.
  
  ******************** contacted Consumer Cellular to purchase new phones; however, after the orders were processed, they decided to cancel the purchase.  The initial payments for the phones, which were pending authorization from their bank, were cancelled and not paid to our service.  Once an order is cancelled, it can take 5-7 business days, or longer, for the financial institution to release funds.  Since the purchases were cancelled, Consumer Cellular did not collect funds, and no refund is due to our customer.  To confirm when the funds will be available, it will be necessary for ******************** to contact their bank.
  
  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