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:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************. 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?The account the name was under was *********************, my daughter and my initials, and her email *********************** Something needs to be done here.

  

  Business Response

  Date: 07/26/2023

  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: 07/30/2023

  
   
             
  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

  Customer Answer

  Date: 08/08/2023

  I have never asked for this to be closed. CC is still being difficult when all I want is to return their worthless phone. Here is my correspondence with them since then including their ***** attempt at a solution.

  **************** (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.
  [PK79G3-YEYVL]
  
  
  
  
  
  
  cath r <**********************> Wed, Jul 26, 8:36?PM (13 days ago)
  
  
  to Consumer
  
  
  
  
  
  
  
  I have an email you sent me that said I no longer have to abide by easy pay agreement. I am not withdrawing either complaint until you send me a prepaid label and let me return the phone to you so you can inflict it on someone else.
  
  
  
  
  
  cath r <**********************> Thu, Jul 27, 7:45?AM (12 days ago)
  
  
  to Consumer
  
  
  
  
  
  
  
  Copy of said email also going to BBB and to **** Just thought you'd want a 'heads up' since you've been 'so reasonable.'

  I also got a bill they still want me to pay 64 dollars. I just want to return the phone--What's the problem?

   

  
  
  

   

  Customer Answer

  Date: 08/08/2023

  ****** may have been all nice to you, he's been abusive to me. This matter is NOT closed.

  Customer Answer

  Date: 08/14/2023

  I am determined you reopen this complaint. I've never received any indication of a so called payment plan, or my offer to send their phone back hasn't been accepted when its unusuable, and now I'm being harrassed by emails like this:

   

  
  
  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:
  
  
  Unlimited talk and text
  starting at just $20 a month
  
  
  
  Reliable connections
  on the best nationwide networks
  
  
  
  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

  I get these emails twelve times a day! When they have me worried they're going to hurt me somehow they say c*** like this. I will give the phone back to them--it was wrong of them to paint me as crazy to you and make you close my case. I want it reopened and you to rule in my favor. You didn't even notify me you were closing my case so it doesn't count.

• Initial Complaint

  Date:07/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Iphone13 from Consumer Cellular in September of 2022. I started having trouble fairly soon afterward thinking maybe I better add insurance on the phone. I tried calling them, and they said that I was past the time that I could add Applecare. However, I have had continued problems with my service. I have continued to pay the bills, but can't receive phone calls from folk in my small valley. My husband can, and he has the same service. I also couldn't call back to my elderly mother when we were in *******. They advertise that they have the same service as the big carriers, i.e., ATT, but my brother who uses ATT could call our mom from ******* when I couldn't. They say they have problem solved everything and that they can't do anything else, suggesting that I try another service. I live in a rural area, so many services aren't available. I had Apple check my phone as well, and it didn't find any issues that would affect the service.

  

  Business Response

  Date: 07/26/2023

  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: 08/02/2023

  August 02, 2023
  
  BBB 20326969
  ************************* (#XXXXX7333)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for *********************** frustration with receiving calls. We understand how inconvenient this can be.
  
  We have spoken with ******************* regarding the issue that she cannot receive calls from a specific service provider. We are currently working with our head carrier to determine where the issue is, whether it be on Consumer Cellular's side or the other carrier. Due to the complexity of the issue and working between our carrier and the other carrier, we have been unable to resolve it at this time. But we are actively working to resolve this for ********************
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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.

  Near the end of April 2023, I received notification from CC to change my SIM card. On or about April 27, 2023, I did that. I had problems immediately. I went to see the tech person at Target, CC's go-to for phone issues. I had NO phone service where I live. I was told by the tech person at Target that he was told that it was a 5G upgrade. It was NOT! Consumer Cellular changed my SIM card to **** from ******** without telling me; I told them when I signed with CC that **** has poor service in our area and that I needed to have ******** as the provider. I asked the ** person to make a notation on my account to NEVER change me to ****. I was assured that would not happen. The phone service was fine until then. I learned that they had, in fact, put me on the **** Network after making it clear that **** had no reliable service in our area. Calls even dropped while calling through my wifi! I was not warned that they were changing me to ****, I got no information from them AT ALL about this change. I went to both of the East side *********** Targets to see the tech people several times trying to resolve the problem. I was told by one of their ** people that they guessed I'd have to go to another provider. After spending nearly a month trying to resolve this with CC, I looked for a replacement phone provider. When I got another provider (********) the phone service was moved on June 20, 2023. Then I get a bill for $66.85 from CC for the 5+ weeks I had virtually no service at my residence. I asked for an adjustment on the bill and was basically told that having to drive blocks from my house to make phone calls meant that their service WAS connected, and that not being able to make calls from where I live was not a factor. I could not make an emergency call from my residence! It WAS a factor, I don't mind paying some amount for the time the line was connected; but I do mind paying for 5+ weeks of nearly no phone service. (Acct# ********** Thank you.

  

  Business Response

  Date: 07/22/2023

  July 22, 2023
  
  BBB File No. 20319127
  ******************************* (Account No. *****1837)
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We are in the process of moving all of our customers onto our preferred network of AT&T and no longer using ******** towers. 
  
  We do apologize for the service issues ******************************* experienced on our AT&T network. As a courtesy, we have waived the balance due on the cancelled account. The customer will receive one final invoice reflecting a zero 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: 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.  I appreciate Consumer Cellular's response removing the charges for this bill.  I'm honestly sorry to have been forced to move to another cell provider due to AT&T's poor cell coverage of this area of ***********.  AT&T has known this for the ten years I've lived here and they have done nothing to correct it.  ******** does cover my area and that's who I'm with now.  Thank you for finding resolution in this matter.

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

• Initial Complaint

  Date:07/13/2023

  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 went to Consumer Cellulars web site to explore switching to them for new cell service. I entered my phone's imei # to confirm the devices compatibility with their system. Their web site did confirm that my device was compatible with their system. I ordered a sim card from them to switch my service from US cellular to Consumer Cellular, and requested that my existing phone number be ported to my consumer cellular account. After receiving the sim card I called consumer cellular customer service to activate the sim card and have my number ported. The agent at consumer cellular ported the number then informed me that my device may not work because it was a 3g device. Now I do not have any cell coverage. Consumer cellular informed me that I have to upgrade my device to 5g. I would not have considered switching to consumer cellular if their web site would have stated that my device was not compatible. It's a bait and switch scam that is designed to fleece me out of more money and hold my phone number hostage. They sign you up, switch you over and leave you with no service. They did not give me any options to return to my previous carrier, and are now holding the phone number that I have had for nearly ***************************************************************************************************** me to contact them. I am also a type 1 diabetic that needs the security of cell coverage due to complications with my disease. The deception that has been forced on me by consumer cellular has caused great stress and has affected my well being, and at this point can not be satisfied with an apology.

  

  Business Response

  Date: 07/20/2023

  July 20, 2023
  
  BBB 20319546
  ************************* (#XXXXX1632)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ****************** frustrations when starting service. We verify the customer's IMEI (serial number) to see the capability on the phone. However, when bringing a device from another company, that carrier may have made changes to the phone software that is not provided with the ***** We found ****************** phone compatible with the ***** however, once we placed an active Consumer Cellular SIM in the phone, it had limited access.
   
  As a courtesy to **************, we have sent him a new phone, free of charge. Also, sending it by express mail so he is not without service for longer.
   
  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:07/13/2023

  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 promotional discount of $200 on the purchase of a new phone was promised, but not applied to my account. This, despite no less than five weekly phone calls to a Consumer Cellular customer service supervisor, each one promising that I would be getting a discount, and that it would be applied to my account within the week. It's now over a month since the phone purchase, and now they're saying that they can't implement the discount before the first payment installment comes due, so I have to wait until the next billing cycle to see the discount. When I asked for something written to document that a discount was pending, the customer service representative refused. I'm old, but I'm not stupid.

  

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  BBB #********
  ************************* (#xxxxx9707)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We can confirm that ******************** purchased the ******** ****+ 2023 Quartz Black 512GB on 6/02/23. Through 6/02/23, the **** + (2023) was on promotion for $200 off, for a total of $599 plus tax. Sadly, the ordering system did not apply the promotion correctly to Mr. ********* order.
  
  We have successfully applied the $200 credit towards Mr. ********* account. As the ******** was purchased on an EasyPay plan, the credit was applied towards the plan in $32 increments. This allowed a total of $192 to be applied to the EasyPay plan, bringing the remaining total due down to $544 or 17 installments to be applied to future invoices. The remaining $8 was added to the account as invoice credit and will be applied to the next invoice due in August.
  
  We do apologize for any inconvenience the delay in the promotional credit has caused. 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: 07/18/2023

   
  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.

  It sure took longer to resolve than promised by customer service supervisory staff on no fewer than four consecutive weekly calls. Communication seems to be a problem for Consumer Cellular, which is saying something for a telecommunications company.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/12/2023

  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.

  Poor customer service. All of my calls to customer service have a 45 minutes wait. In comments about the service it is always made clear by the complaints that 45 minutes is the norm.

  

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  BBB File No. 20312339
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the frustration caused by hold times. Our hours of operations are Monday Friday, 7:00 am 8:30 pm Central Time and Saturday Sunday, 8:00 am 7:30 pm Central Time; online chat is available daily from 8:00 am 7:00 pm Central Time. Our hold times have been 15 minutes or less for the past several months. 
  
  We continue to actively hire new representatives at all seven of our call centers in ******, *******, ******** and ********. While we understand this does not address the customers immediate concerns, we do hope that our hiring goals at our call centers will continue to reduce the hold times that our customers are experiencing.
  
  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:07/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Truth in advertising/false advertising. Consumer Cellular targets their advertisements towards seniors. The advertisement boasts of cell phone service and they either say "as low as" or "beginning at" $20. Based on this available rate, I signed up with Consumer Cellular because they sell it at Target and activation is very easy. When I received my first billing and/or when I spoke with the **** I was informed that the bill would be $25 including tax, and so many gigabytes of internet service. I used the service for approximately 4 months. Each month, my bill continued to increase from $25 ending at maybe $36 (Consumer Cellular has the exact billing amount on record). The final bill I received I was surprised but I went on and I paid the bill to be done with Consumer Cellular&#**;s services. In the next few months, I then received a bill for $11.85. I phoned Consumer Cellular on yesterday, and I spoke with a *** and at some point in our conversation the *** suggested that I speak with a supervisor. When I spoke with the supervisor I didn&#**;t receive the satisfaction I wanted which was for the supervisor to say "I can waive the $11.85". So I just let her know that I have no intention of giving Consumer Cellular any more money. Shortly thereafter, I received an email and the $11.85 bill had increased to $16 and some cents. I then proceeded to block Consumer Cellular and move forward from there and call H333735363534353136**H.

  Customer Answer

  Date: 07/12/2023

  I humbly request that Consumer Cellular does not contact me via email. I would appreciate CC using BBB's process for contact. Thank you. 

  

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  
  BBB #********
  *************************************** (#*****5548)
  
  
  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 billing on their closed 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. An invoice detailing the final charges on a closed account is sent, which includes the date when payment for an account set up with automatic payments will be processed.
  
  Our customers account was closed on 05/09/2023 with final charges of $11.45 for service from 05/06/2023 08/09/2023. However, as a one-time courtesy, we have waived the final charges, and the account is now paid in full.
  
  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: 07/13/2023

   
  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:07/12/2023

  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 purchased a phone through Consumer Cellular for my elderly mother and paid the bill each month. When my mother passed away in November of 2022, I called and canceled this service. Much to my surprised I was billed again and again and again until April of 2023 when I finally put a hold on my credit card to stop the charges. Now we are here in July where I am getting threats of collections for $56.99 for service that should have been ended eight months ago. Today I called again to see what this was about. The first representative I spoke with, "***," was incredibly rude -- speaking over me, sighing loudly, and not answering my questions. The second gentleman I spoke with was able to help me complete the cancellation (again). He spoke with a supervisor who stated that if I want to dispute these charges I would need to send them a copy of my mother's death certificate.First of all, my mother's death certificate contains private, sensitive information that I don't think the Consumer Cellular employees need to have access to. I could take a black marker and redact everything except her name and date of death but somehow I don't think that would work for them. I want my money back and the charges of $56.99 removed. It's obvious this company was created to take advantage of seniors. If I do not find resolve here, I am going to contact an attorney about a class action suit. From what I have been reading, I am certain there would be thousands upon thousands of class members. I mean exactly what I say. I know the proper channels to do so, and it wouldn't cost me a *****.

  

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  
  BBB #******** 
  ********************* (#*****7173)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding Ms. **************** complaint and allowing us the opportunity to respond.  We are sorry to hear of her mothers passing and wish to send our condolences to the family.
  
  We apologize for any frustration caused to **************** when talking with our representatives by phone; this is not the type of experience we want for our customers, and we have forwarded the information to the appropriate department for review and training.
  
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date. An invoice detailing the final charges on a closed account is sent, which includes the date when payment for an account set up with automatic payments will be processed.
  
  Service was canceled on 07/12/2023 when we were made aware of the customers passing.  We have no record of a call previous to this date requesting to cancel the service.  The balance remaining, $56.99, includes charges for service between 03/21/2023 06/14/2023, when the account was suspended.  However, as a courtesy to ****************, we have waived the final balance, and the account is now paid in full.
  
  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:07/12/2023

  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.

  My mother, *********************************, uses a Consumer Cellular phone. She recently mailed back a defective device, in a prepaid envelope provided by Consumer Cellular. She was told she would not be charged for the returned item. On the most recent invoice, a charge dated 7/11/2023 for $59 was listed for "Insufficient Return Charge". I called customer service on 7/12/23 around 11:00 AM PDT and spoke with ****** (not sure of spelling) who said they had not received the returned item and would not remove the charge. She then put ****, a supervisor, on the line. He saw that the phone was in transit but not yet received and said that he would not remove the charge until they had received the phone. The charge, however, should be removed as my mother shipped it to them in their own prepaid mailer -- we should not pay for something that *** have been delayed by the shipping company or by Consumer Cellular's inability to process the return in a timely manner. The charge of $59 should be removed from the bill.

  

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  
  BBB #********
  ********************************* (#*********)
  
  
  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 returned phone and processing the refund for the device.  The ********************** Link II - Black 8GB return was received and processed on 07/12/2023 with a credit of $59 applied to the account to offset the charge for the device.
  
  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: 07/19/2023

   
  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:07/11/2023

  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.

  The end of June we call Consumer cellular to ask that my husband beput on the international calling plan because he is going to ******. We were told no need ****** can be called without international calling. My husband flew to ****** today. He tried to use his phone to call his friends to pick him up. His phone was not working. He called me on a strangers, phone telling me he needed help. He was able to reach his friends through that strangers phone. I came home at 5:30. I called Consumer cellular spoke to. ****** told her the problem at 5:45. She said his play phone in my phone were on international calling. No problem I hung up I tried to call wouldnt work 5:50 I called back to Consumer, and spoke to ******, she tried Bills phone wouldnt go through. I tried to call his friends phones one friend is from ******** and he was in ******. It wouldnt work so you just was nice. She made a phone call from her office to ****** to my husbands friend and we spoke through his phone . We hung up ****** and I were cut off. Two minutes later I called **** and told her the story she looked for supervisors at 6:27. She gave me **** who told me I had to call ************ then put the telephone number I wanted and hit the pound sign I did, and it still did not work so at 6:45 I called and got ******* and I gave her my IMEI the type of phone I had and she said shes looking for international roaming to set up my phone. Meanwhile, I got an email from Consumer cellular saying that my husbands phone was set up with international not to worry about it and that I had originally two emails from them. So I called could not get through. Meanwhile ******* got a hold of **** who is a supervisor who told me to call ************. Then he said oh were having trouble reaching ******. Nobody can call weve had troubles reported from a lot of people. Yet ****** from Consumer called my husband in *************. I need to reach my husband. Does anyone know what they are doing?

  

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  
  BBB #********
  ********************* (#*****6790)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding *************************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the international service with Consumer Cellular.
  
  Consumer Cellular offers international roaming in select countries.  Customers would need to contact us about 2 weeks before they leave, or as early as possible, to enable this on their account. International roaming rates vary and can range from $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message sent or received, and $0.10 - $0.40 per MB of data usage. Here is a link to more information about our international usage and rates: ***************************************************************
  
  ************ contacted our customer service on 06/26/2023, asking for international calling to be enabled to allow calling to ******.  However, the feature needing to be enabled was international roaming to allow the phone to make and receive calls and text messages during their trip to ******. ************ contacted customer service when it was discovered the phone was unable to connect to a network and could not be used, at which time the international roaming feature was enabled and the phone would need to be powered off and back on to connect to local towers. However, on 07/13/2023, ************ contacted our customer service and requested the international features to be disabled due to not getting the issue resolved with the connection.
  
  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