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:07/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular has left me with no phone service!

  

  Business Response

  Date: 07/10/2023

  July 10, 2023
   
  BBB 20287907
  ***************************** (#XXXXX4358)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ********************** frustration with no phone service. We worked with our carrier and resolved the issues with the service on his device. Confirming with ****************** that the service is working again.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
   

  Customer Answer

  Date: 07/10/2023

  Consumer Cellular
  
  The phone service has been restored and working since 6:00 PM
  on 7/7/2023.
  
  Thanks for the help,
  ************
  

  
  

• Initial Complaint

  Date:07/07/2023

  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 bought a Grand pad based on the knowledge acquired from the company answer to one question. The question is, does the grand pad work with **** so that I can buy and sell on ****.

  

  Business Response

  Date: 07/09/2023

  July 09, 2023
   
  BBB 20287694
  ******************************* (#XXXXX9711)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are happy to help with our products. We have spoken with ********************** and explained that the GrandPad. The GrandPad is a simple, smart, and secure tablet for seniors that effortlessly connects loved ones to their friends and family. The user experience with GrandPad is a breeze - seniors can make phone calls and video calls, send voice emails, check the weather, play games, listen to music, view family photos, and more on a private, secure network. 
   
  Due to the private network, there is limited access to other websites, and it does not offer the ability to download apps. Not allowing the ability to use ***** We have set up a return for the GrandPad device with *********************** 
   
  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:07/06/2023

  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.

  Over this 4th of July weekend, we were out in ************* and used our phones as a hot spot in order to stream some television. As we have understood it, our account is an "unlimited" plan, however, we have learned that at 50gigs usage leads to our phones being "slowed down" on access to usage. However, the only thing that happened as far as things being slowed down, was the ability to text and use the map program. This is a safety hazard and I feel that there is false advertising with the "unlimited" plan, because slowing the speed down did not make it so that we could not watch a tv show or movie, it made it so that if I or my husband were driving in an area we were unfamiliar with, the map was not accessible. If we needed to get in touch with each other for a minor emergency (does not require a 911 response) then we could not be in touch with each other. This is not acceptable, this is a safety issue and it seems to me if someone were ever harmed due to their phones being slowed and apps are unable to function, that could very much lead to a lawsuit. We called on two occasions to report the crippled nature of our phones once we began to experience the struggles with texting and map usage. They were unwilling to do anything to make my map program usable. The person that my husband spoke to today said that they even sent this concern to their manager and they said there was nothing that can be done until the 15th of July which is when our cycle is renewed for the next month.

  

  Business Response

  Date: 07/08/2023

  July 8, 2023
  
  BBB File No. 20284352
  ************************* (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 7/04/23, the customers data was disabled due to high usage in a three day window. As the customer has exceeded the maximum allowed 50GB of high speed data, their data speed will remain at a reduced speed until the new billing cycle starts on 7/15/23.
  
  Sending and receiving text messages (SMS) does not use data. To send or receive a picture or group message (MMS), a data connection is needed. However, this will not use data as MMS are included in the plan. 
  
  If the customer is experiencing issues sending or receiving text messages, it may be due to a signal issue. As it pertains to service coverage, all cellular service providers face the same challenges. Per the nature of the signal itself, it may be impacted by many things; a towers transmission limitations, weather, terrain, trees/foliage, in-building/in-vehicle use and even network capacity constraints are just a few. More remote or rural areas also tend to have fewer towers and this can result in less consistent coverage as well. It is also true that while inside a home, cellular connectivity can be further impacted by the building materials of the structure itself. Some of the more problematic materials are brick, cement, aluminum siding/roofing or stucco. 
  
  When customers experience a service issue, it can usually be resolved by simply powering the phone off and back on. If possible, doing this outside or near a window, where the signal is strongest, is best.
  
  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:07/06/2023

  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 currently have an outstanding balance with Consumer Cellular (CC) of about $60 but I do not believe this is fair in the slightest. CC placed a "ghost line" ( number: ************** ) on my billing account and charged me $15 monthly for at least 9 months but I'm not sure exactly how many. When I noticed this on my bill in fall/winter of 2023, I was told that they best correction they could do is provide me with a $30 credit even though the customer service rep could see at least one year of ghost charges. At that point, I decided that I would leave CC as a carrier, and per a conversation today (7/6/2023) with customer service, CC has charged me a "reinstantiation fee" for trying to come back to the carrier (which is odd because I wouldn't go back to CC) and have been emailing me about an outstanding balance. When I mentioned that I was not willing to pay this additional fee after CC has already stolen north of $90 from me, I was told that my bill would be sent to collections. When I asked for the notes associated with my account and the recording of the conversations that I had with customer service regarding my own account, they said that they are not able to provide those to me at this time. Additionally, they only allow me to go back to January 2022 with the invoices through the web portal, so I no longer can prove how long they did this. However, these ghost charges are easily verifiable with invoices that I know they still have.I would like a termination of all outstanding payments that I "owe" to Consumer Cellular and I would like for them to stop harassing me via email and forcing me to continue to deal with their unethical behavior and not submit this to my credit report. I simply want to be left alone, you've already won, just take the money you've already stolen and go. I've attached a few of the invoices below, if you search ****, the last 4 digits of the number, you can see that that line never made a single call or text or sent or received any data.

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  BBB File No. 20283522
  ********************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  *************************************** account was immediately cancelled after his line ported out to his new provider on 5/26/23. As a courtesy, we have applied credits totaling $103.20 to his account for the additional line fee, leaving a credit balance of $31.90. We have submitted a refund request for this amount. Refund checks are printed every Friday, however, refund research can take up to three weeks. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  Date:07/05/2023

  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.

  On March 17, 2023, we changed our cell phone service to Consumer Cellular (CC) based on their claim that we would receive essentially the same service as the major carriers but at a lower price. When we talked with a salesperson, we agreed to a family unlimited plan with five phones, and we were told (falsely) all five phonesthree iPhones and two ******* phonescould be used on CC. When we tried to activate five phones, we were told two ******* phones would not work on CC. So, we ordered two new iPhone 14s from CC and would pay full price for both over 24 months for a total of $929 each. We soon learned ********** about their services are false. The service was unreliable and slow. ************* would randomly stop working. Coverage was spotty when traveling. Unlimited calls and data were not unlimiteddata speed slowed down after reaching a certain threshold each month. After two months we decided to leave CC for another carrier and return the two iPhone 14s to CC for a refund. CC found some minor scratches on the display of one of them and sent the damaged phone back to us. We paid the balance owed and called them July 5, 2023 to request that it be unlocked so it can be used on another carrier. They refuse to unlock it for 180 days after purchase! (Apple Support says such a request may take a few days) Or, if we want it unlocked right away, there is a fee of $120. They said we agreed to this in the original agreement. Ive looked through pages of fine print and cant find that. My complaint is that I purchased the phone at full retail price. I own it, but I cant use it on any network except CC until sometime in September, 2023. Since CCs service is not satisfactoryand they guaranteed satisfactionI have purchased something for $929 that I cant use unless I pay the seller an additional $120. This is extortion on top of false advertising. It is capricious, retaliatory, and unreasonable. The simple solution is for CC to unlock the phone now with no fee.

  

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  BBB #********
  ************************************ (#*****5073)
  
  
  Choose a greeting
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by our companys unlock policy.  Devices purchased through Consumer Cellular contain our getting started guide with a copy of the wireless user agreement. The wireless user agreement outlines the lock policy for the device.
  
  As outlined in the agreement, Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. For a device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must be active on Consumer Cellulars service for at least six months, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer.
  
  We may unlock an iPhone prior to the required 180 days, as long as the account is paid in full and coverage in their area is showing a degraded or low signal, with the payment of an unlock fee. However, we have gone outside our standard unlock policy and ****************************** Apple iPhone 14 has been registered to be unlocked.  We have spoken with our customer and provided the steps needed to be completed on the iPhone 14 to complete the process.
  
  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: 07/11/2023

   
  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:07/05/2023

  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.

  The company promised to be less expensive than our previous plan, which was $55. They said that our plan would only be $40 per month. We bought 2 sim cards and paid for shipping after they verified that BOTH of our phones would be able to switch to this phone company under bring your own phone plan. When we got my child's sim card, it didn't work. They informed us after we called them and complained that the sim card was defective, so they sent us another sim card which also didn't work. So, they told us that her phone was not compatible-even though they verified that it WAS compatible before we signed up. THEN, we bought another new phone-which they AGAIN said was NOT compatible-AFTER they said that it would be. Then, they said to buy one of their phones and promised us that it would work. They put us on a payment plan, which was $3 per month, and they also enrolled us in an insurance plan for $4 per month that was 'guaranteed' to cover loss, theft, drops, breaks, spills, and if the phone was lost or stolen. THAT phone didn't work. So we called them again, and they said to report it to the insurance company of the plan that they sold us. The insurance company informed us that the phone was NOT covered because it was still under warranty by consumer cellular. So, we told them what THEIR insurance company said. They sent her another phone. Once I saw that the bill just kept going up, and it was nothing like they had promised-In the very beginning. I told them that we didn't want their service, and they asked us to return the replacement phone, so they could refund my money. So, we did that. NOW they have sent me a bill for over $200 when they already owed ME money. They refuse to refund my money. They insist that I owe them more than $200 and they will not negotiate with me. They refuse to accept that they lied to me, and they refuse to honor the insurance plan that they sold to me. They refuse to refund anything to me for this phone plan which has been nothing but a lie from start to finish

  

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  BBB File No. 20276440
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. To be activated on our service, a non-Consumer Cellular device must be fully unlocked, VoLTE-compatible and compatible with GSM network technology. We cannot guarantee the functionality of all devices or features of a non-Consumer Cellular device with our service. Please know, we cannot guarantee that a non-Consumer Cellular device will work with our service until our SIM card is inserted. 
  
  ************************* established service on 4/08/23, opting to use their non-Consumer Cellular device. On 4/28/23, a second line of service was added, again opting to use their non-Consumer Cellular device. On 5/11/23, it was determined that the device being used on the second line of service was locked to another service provider and they were advised they would need to get the device unlocked. 
  
  On 5/15/23, the customer purchased the ********************** ZMax 11 with an Asurion Protection plan using EasyPay. EasyPay is an interest-free financing option available for eligible customers. A down payment which includes the total taxes is required at the time of purchase, and payments are made monthly towards the purchase of the phone until it is paid off. 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. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement. 
  
  The Asurion Protection plan 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 does NOT cover the phone if it is lost or stolen. Per the Asurion Policy, the protection plan will remain active on a customers account until the customer activates a new phone, cancels the Asurion Protection plan, or if there are three claims filed within a 12-month period. The customers account reflects that the protection plan was cancelled through their online account on 6/02/23.
  
  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. On 6/19/23, after the necessary troubleshooting steps were completed, the device was replaced under the warranty. On this call, the customer was advised that the defective phone must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures. 
  
  On 6/22/23, the customer opted to cancel their account and their EasyPay balance was added to the account. When the original device was received back at the warehouse on 7/03/23, it was denied due to physical damage with scratches to the display and an insufficient return charge (IRC) of $99.00 was applied to the account. The device was shipped back to the customer the same day. 
  
  Once the new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. As a matter of course, returned equipment is received and processed in a safe and controlled environment within our shipping warehouse. When Consumer Cellular receives the equipment, the **** number is verified to confirm that the correct phone was received. Once we have confirmed the **** number, the phone is inspected and if any damage is found during the inspection, pictures are taken of the **** number of the device and the damage for our records. This is done to ensure that any obvious physical damage is recorded immediately.
  
  As a courtesy, we have set up a return for the warranty replacement device and as long as it is received back in like-new condition by 7/27/23, we will apply a credit of $99.00 to the account to offset the IRC.  
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20276440
  
  I am rejecting this response because:

  Consumer Cellular DID receive the new phone back -unused, and unopened. With the return label that THEY provided.

  I did indeed pay the down payment on the phone, the remaining balance is reflected in the billing statement issued from consumer cellular-It is $74.44. The rest of the fees is for phone service, which was charged to me for the month that occured after I cancelled my service and AFTER my account was paid in full. Consumer Cellular did return the original phone. However, it's locked and is not usable for other cell phone companies.

  We do not mind paying the $74.44. BUT, Consumer cellular must reimburse us for the Sim cards, shipping costs, and admit that they got the phone back-and stop charging us for service which we do not have.

  Here is the tracking information

  Delivered, Left with Individual
  9202 **** **** **** **** 61Delivered
  Add Nickname +
  
  ********** ,**
  **** Retail Ground--
  Ground Return Service
  
  
  Remove From Dashboard
  
  
  Add Delivery Instructions
  Note: DI not available for this package.
  
  Scan History
  
  Jun 309:05 am
  Delivered, Left with Individual
  ********,** 97223
  
  
  Jun 306:10 am
  Out for Delivery
  ********,** 97223
  
  
  Jun 295:32 pm
  Arrived at Post Office
  ********,** 97223
  
  
  Jun 294:33 am
  Arrived at **** Facility
  ********,** 97223
  
  
  Jun 293:55 am
  Departed **** Facility
  ********,** 97215
  
  
  Jun 2812:16 am
  Arrived at **** Facility
  ********,** 97215
  
  
  Jun 279:12 pm
  Departed **** Regional Facility
  ****** ** DISTRIBUTION CENTER
  
  
  Jun 278:57 pm
  Arrived at **** Regional Facility
  ****** ** DISTRIBUTION CENTER
  
  
  Jun 275:30 am
  Departed **** Regional Facility
  ************* ** DISTRIBUTION CENTER
  
  
  Jun 2712:34 am
  Arrived at **** Regional Facility
  ************* ** DISTRIBUTION CENTER
  
  
  Jun 2610:55 pm
  Departed **** Regional Facility
  *********** ** DISTRIBUTION CENTER
  
  
  Jun 269:05 pm
  Arrived at **** Regional Origin Facility
  *********** ** DISTRIBUTION CENTER
  
  
  Jun 264:23 pm
  Departed Post Office
  **********,** 93555
  
  Jun 2611:11 am
  **** in possession of item
  **********,** 93555
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/10/2023

  Consumer Cellular is NOW claiming that I didn't send the phone back to them-HERE are copies of the label they sent to me, which has the date and tracking number on it.

  

  Business Response

  Date: 07/20/2023

  July 20, 2023
  
  BBB File No. ******** Rebuttal
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. On 6/22/23, the customer opted to cancel their account and their EasyPay balance was added to the account. When the original device was received back at the warehouse on 7/03/23, it was denied due to physical damage with scratches to the display and an insufficient return charge (IRC) of $99.00 was applied to the account. The device was shipped back to the customer the same day. 
  
  As a courtesy, we applied a credit of $99.00 to the account on 7/07/23 to offset the **** The cancelled account is now paid in full. 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: 08/03/2023

  They didn't remove anything 'as a courtesy. They removed the $99 that I never owed them. Plus, they took more from my credit card then what I owed them for the phone that I had been paying on.

  PLUS, they still won't unlock the phone that we bought, so we are only able to use it for decoration

  

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  
  BBB File No. ******** Rebuttal
  ************************* (Account No. **********
  
  
  To Whom It May ********
  
  Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. 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.
  
  On 7/13/23, Ms. ******** credit card was charged $103.35. This included the $69.00 balance owed on her EasyPay agreement for the Consumer Cellular ZMax 11 and $34.35 for the final prorated service dates of 6/07/23 6/22/23.
  
  While we have not received a request to unlock the Consumer Cellular ZMax 11, we have unlocked the device for use on another providers network. The unlock code for her device is ****************. While we are happy to provide this code, we are unable to guarantee the functionality of our phones on another provider's network, domestic or international.
  
  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: 20276440
  
  I am rejecting this response because:they already took money from my bank account, and they took more then what I owed. AND, they won't unlock the phone
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2023

  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.

  Billing/payment issue:I have been a loyal customer of ********************** for many many years, maybe 10 years. I've always paid my bills, have bought phones from them and paid them off and referred at least a dozen people to become a customer with them. I recently got laid off of my job and I was not able to make my June 2023 payment. i called Consumer Cellular to explain my situation that I am starting a new job on July 10, 2023 and that my 1st paycheck would not be until 7/21/23. I asked the representative if I could extend my due date until that day (7/21/23). he told me that he would only be able to extend me to 7/20 but he would transfer me over to the ************ and they would help me from there. I was put on a very long hold. When a person (******) came back on the line, he asked me for all of my information again. I complied. I asked him if he was in the billing department and he said NO, I explained my situation again to ****** and he said he would put me on hold and i was put on hold for a while longer. When he came back on, he said he spoke with the ************ and said that they could only give me until July 20th as well. i then exploded, which I know I shouldn't have, but after being a loyal customer for 10 + years, have always made my payments, referred many friends to them, THAT THEY WOULDN'T EVEN GIVE ME ONE DAY ****** ON MY ****!!!!!!!!!!!!!!!! SO THAT IS HOW THEY TREAT A LOYAL CUSTOMER?????????? I GUESS SO!!!!!!!!!!!! So all of their "Customer First" BS is just talk. My brother works for a major news agency here in ************ and I am going to take this issue to him to just tell the viewing audience EXACTLY what kid of company Consumer Cellular is !!!!! If they've done that to me, they've probably done it to many others as well!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!A VERY UNHAPPY and SOON TO BE NO LONGER A CUSTOMER!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  BBB #********
  ***************************** (#*****7419)
  
  
  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 account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. Consumer Cellular does not have any set grace ****** for customers to make the payments; once an account becomes past due, the services are subject to suspension at any time. When service is suspended, the suspension is system automated and is based on a number of factors, such as the length of time the customers account has been active with Consumer Cellular and the payment history.
  
  We understand there are times when an extension is needed and we are happy to assist when possible.  We are not able to set up a payment arrangement beyond 30 days from the original due date.  With ****************************** monthly due date being on the 20th of each month, for a payment originally due on 06/20/2023, the farthest option we have available would be to delay the payment until 07/20/2023.  We understand this is not the answer our customer is asking for; however, we do not have another option available to extend the due date for service provided from 05/01/2023 05/31/2023.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20276058
  
  I am rejecting this response because: that is just a standard LAME response and it doesn't help me as a customer. If ********************** Cellullar can't help a customer who has been a VERY loyal customer for ONE DAY, then that is NOT a company that I want to be associated with. And I AM still pursuing the ****** investigation!!!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/04/2023

  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.

  Consumer Cellular continued to take monthly payments out even though it was cancelled in April,2023. This resulted in our account being over drafted to the tune if $365.00 for three months. They are saying it was never cancelled. I cannot access the email because the phone was stolen and I have a different. What we want is our money returned, the monthly charges plus the returned check charges. I thought that this company was reputable. Its endorsed by Aarp but there not. They pray on vulnerable and disabled senior citizens.

  

  Business Response

  Date: 07/05/2023

  July 5, 2023
  
  Agency and Complaint/Case Number
  *** *************** (#*****0814)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ************ is frustrated by the outstanding balance on their Consumer Cellular account. Unfortunately, we were not able to reach the customer. 
  
  ********************** bills are in arrears for monthly service and usage after the billing cycle ends. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. Consumer Cellular received the customer's verbal notification on 7/01/2023 and immediately canceled the service. 
  
  Per the customer's request, the account has been closed as of 7/01/2023. When an account is closed, there is always a final bill for service through the cancellation date.
  
  Unfortunately, due to usage, we cannot offer a full refund. However, as the customer did not use the entire plan purchased, we placed a $60.79 credit on their account as a courtesy. The credit card will be credited when possible; otherwise the customer can expect a refund check within 2-3 weeks.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2023 I signed up for service with consumer cellular. I bought a phone. I soon found out that they don't have internet service where I live. I called them several times but they didn't want to fix the problem. On May25,2023 I returned the phone to target where I purchased it. I was told I would not be charged for anything. On June 14,2023 I was charged ******. I have called cc several times. I was told they had to wait on paperwork from target. I called target and was told they don't do that. I faxed a copy of my return receipt for the phone to a person called *****. My last call was on July 3, 2023. I was told the charge was for the phone which I returned to target. I no longer have the phone. I want my $****** refunded to me.

  

  Business Response

  Date: 07/05/2023

  
  July 5, 2023
  
  Agency and Complaint/Case Number
  *************************** (#*****4693)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for any frustration this has caused ********************. We spoke to the customer. They stated they purchased a phone with EasyPay at Target. Our EasyPay plan makes it easier to buy a top-of-the-line phone by spreading the payments out over time. The customer returned the phone to Target and, on 5/24/23, canceled the service. Because Target had not notified us of the return, EasyPay became due, and a charge of $168.00 was applied to their account for the remaining balance.
  
  The customer informed us she faxed a copy of the return receipt on 6/14/2023 and 6/21/2023. We verified the fax number and explained that we apologize for the delay Please allow 60 days for our billing team to review and process the refund. 
  
  If the customer wants the refund earlier, they can email it to **********************************. They are also welcome to mail it to: 
  Consumer Cellular
  **************************************************************
  
  We recommend including their name and account number to process it quickly. 
  
  The Risk-Free Guarantee policy of 30 days and/or 500MB of data usage is limited to new customers. Previous customers who reactivate services can still return equipment within 30 days for a refund. Still, they are responsible for services and usage while the account is active. As ******************** had initially established services on 8/10/2022, the monthly services and usage are not eligible to be waived under the Risk-Free Guarantee. Once we receive notification from Target and as long as the phone is in like new condition, we will issue a refund. The remaining balance of $15.57 is valid and covers usage from 5/17/23-5/24/23.
  
  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:07/03/2023

  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.

  July 3, 2023 Acct. #********* Tried to respond to Consumer Cellular ************** about a bill they sent me by email and received email that stating Hello,Were sorry, the mailbox you have reached is not monitored; however, we are here to help! For immediate assistance or account changes, please visit our online chat support on our website here or call us at ************.There is no way to contact the *** except by phone to customer service or chat. So they can send me emails but will not accept mine.I discussed at length the following info. with customer service and she then told me i owed more.This is the information i was trying to communicate to them:Please be advised that this account should have been closed immediately when i tried to activate the new sim card and after your people tried several times to process the activation process and determined the phone wasnt going to work. As i never got to use the phone with the new sim card and your records show the phone was not used, I am not going to pay any of the charges that you keep adding. I never knew that your people did not cancel the account until today when i received your bill. The account was finally closed today. You lost the sale of a new phone and a new plan because of your inability to remove charges I did not incur. Your decisions are very disappointing and certainly not warranted.

  

  Business Response

  Date: 07/05/2023

  July 5, 2023
  
  BBB File No. 20270670step
  ***************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  While we did not receive a request to cancel service prior to 7/03/23, as a courtesy, we have waived all charges on Ms. ********* cancelled account. She 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: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if in fact the company does send a new bill with a zero balance.
  
  Sincerely,
  
  *****************************