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:06/30/2023

  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.

  On 5/18/2023 I bought a phone thru the consumer cellular easy pay agreement, for $216.00 , I am a senior citizen on a fixed income, I used the easy pay agreement as it was a good option, I have been a long time consumer cellular good customer with 2 lines and up until this issue have had relatively no problems, the phone was defective as it was very slow in operating through screens on the 5 G network was in many areas , I have had other 5 g phones and this one had an issue, I was told to send it back as I was within the time period allowed, I called after the replacement phone and asked the operator how to send the phone back and they told me to send it back in the return envelope provided in the package, I marked the return card as an exchange and put the phone and the card in the provided envelope and sent it back via us postal and got a receipt. I received a noticed say I was charged an amount and call to determine what the charge was and the operator told me the phone was returned to me and it was not accepted by the return department, I asked for a supervisor and finally was connected and was told by a supervisor that the phone was scratched right across the screen etc. Now this phone was sent back like new, what they failed to tell me was that even though they provide the shipping envelope they do not insure the return and I am now stuck with a defective phone being shipped back and the screen and phone are scratched which happened either on shipping or somewhere en route. I am on a fixed income as a senior and feel the company is responsible if they had told me to insure I would have paid out of pocket and I'm not sure as a return with their envelope I'm not sure I could have insured it ? Please help a faithful customer thanks

  

  Business Response

  Date: 07/04/2023

   
  
  July 4, 2023
  
  BBB #********
  ********************************* (#*****3831)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ******************** and allowing us the opportunity to respond. We are sorry to hear of the customers frustration regarding Consumer Cellular's return policy.
  
  Please be advised that the customer is responsible for the condition of the phone while it is in the customers possession and during transit back to Consumer Cellular. When a phone is received damaged, the customer is still liable for it even if it happened while in transit. Consumer Cellular photographs all equipment that is returned along with the **** number when it is removed from the packaging. This is done to ensure that we have received the correct device and that any evident physical damage is recorded immediately.
  
  Any physical damage (including scratches) or damage due to liquids or extreme temperatures voids the warranty. Section 1.1 of the Wireless Customer Agreement (WCA) includes this information with all orders and states, "Devices must be returned in a like-new condition in their original packaging. Devices that are damaged (including water damage), unsanitary, dented, cracked, scratched, or missing all original kit components may be denied a return."
  
  ******************** was advised that our Risk-Free Guarantee policy allows for all new merchandise to be returned up to 30 days after purchase in like-new condition. Unfortunately, when we received the ***** G400 5G for return the return was denied due to an evident scratch on the display. The phone was shipped back and a letter of explanation was also sent. Photos of the ***** G400 5G have been sent to the customer and included in this reply for review.
  
  We will gladly unlock the ***** G400 5G once EasyPay is paid in full for use with another carrier, allowing the customer to sell the device if they wish to recoup some of the cost. Please understand that as other networks vary, we cannot guarantee the functionality of our phones on another provider's network, domestic or international.
  We understand the answer provided differs from the solution the customer sought. However, the answer remains the same. Due to physical damage with scratches to the *****G400 5G, Consumer Cellular cannot offer a refund.
  
  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: 07/04/2023

   
  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 do not understand your decision and would like to see the verse and paragraph that states that I am responsible for damage in shipping. I will reluctantly accept your response as you are ******** a senior on a limited income and have no way to resolve this. There is something wrong in your system and Im sure that many customers may have had the same problem .I will contact the Attorney General in your area. Truly a disgrace that this has happened. Unfortunately I do not have pics before I mailed it.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/30/2023

  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 signed up for service but didn't activate it right away. When I called to activate they told me I could no longer pay via auto-pay even though they had JUST taken a payment less than an hour before. There's more to it but it was so convoluted and crazy I told them I didn't want the service after all. But I had received a phone for them and they set me up on a payment plan which was 4 payments beginning in June. (I Had asked to return the phone in an unopened box but they wouldn't accept that.)NOW, 2 months later, I made my first payment (on time), then got a nasty email from then saying I was seriously delinquent and must pay in full immediately. I called in to explain that I was on a payment plan and they say they don't do payment plans for people who don't use their service. BUT THEY SET IT UP AFTER I CANCELLED the service. AND, when I called to pay, the woman said "I found the payment plan" and accepted my payment. But the worst part is, just yesterday, when trying to activate my phone with another carrier, I couldn't unlock the phone. So I started a chat session with Consumer Cellular to ask how to unlock the phone and they told me they wouldn't unless it's paid in full AND I have to have service through them for 180 days! So, even if I paid for the phone in full, I can't use it unless I use it with them. They say it's all in the contract. Well who reads those contracts? AND they never told me this. So I'm forced to use them. My old phone doesn't charge so I have no service right now ... so I agreed but then they wouldn't activate my phone because I couldn't accept the a verification text. These people are insane and refuse to work with me!What I want is to pay for the phone and be allowed to use it elsewhere. This is a hateful hateful company. If they weren't so unbelievably screwy, they'd have my business.

  

  Business Response

  Date: 07/04/2023

  July 4, 2023
  
  BBB File No. 20259070
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers a Risk-Free Guarantee period to try our phones and services. If within the first 30 days or 500 MB of data use - whichever comes first, the customer is not completely satisfied with our service, they may simply cancel and we will waive any service fees. If they have purchased a phone directly from us, we will send a postage-paid shipping label to return the phone and refund the cost of the phone after inspection. All equipment must be in like-new condition in their original packaging. Devices must be returned with no physical damage (cracks, dents, scratches, unsanitary) or damage due to liquids or extreme temperatures to be eligible for a refund or exchange.
  
  Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. The Wireless Customer Agreement (***) that is included with all of our equipment states that devices from Consumer Cellular may have been programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers services. The *** explains that in order for an account to qualify for a device to be unlocked, it must fulfill the following criteria including, but not limited to the following: (a) you have paid for your Device in full; (b) the equipment has been active on Consumer Cellular's service for at least six months and the account is in good standing (i.e. it has no past due amount or unpaid balance owed to Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular has the unlock code or can reasonably obtain it from the manufacturer. Please be advised that we are unable to guarantee the functionality of our phones on another provider's network, domestic or international.
  
  ***************************** established service and purchased an iPhone 14 Pro using EasyPay on 2/02/23. 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. The amount of the monthly payments and the duration of the EasyPay plan vary based on the price of the phone. 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.
  
  We have spoken with ****************** and advised that since her phone number did not port in, we will accept the device for return if received back in like-new condition by 7/25/23. We have sent a prepaid return shipping label via email and recommend packaging the phone in such a way to prevent any damage during transit. Should the device be denied for return (for any reason), we advised ****************** that we will unlock it for use on another providers service once the EasyPay balance of $642.01 is paid in full.
  
  As well, we have set up a payment arrangement to allow for the return to be received and processed by 7/25/23. This effectively stops all collections efforts and she should not receive any further calls or emails regarding the 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: 07/11/2023

  I was contacted by Consumer Cellular and we have a plan to put this behind us but it's not been completed. I would like to keep the complaint open until it gets resolved. 
  
  At this time, the person who I'm dealing with is on vacation and I can't connect with her again until next week.

• Initial Complaint

  Date:06/30/2023

  Type:Delivery 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 or about 06/25/2023, I received and email from Consumer Cellular informing me that my Moto G4 smart cell phone required a new *** card in order for it to work better. I ordered the new *** card and received it on 06/30/2023. However, when I called Consumer Cellular to activate it, the representative was unable to do so after trying for 1 and 1/2 hours.I was then told that my phone is unable to accept the *** card because it was too old. My phone was working perfectly fine before I was contacted by Consumer Cellular. Now I am unable to make calls from it. I was told that I need to order a new phone which I ordered on 06/29/2023 costing me $118.36. The agent I spoke to was very rude. I tried to explain what happened but he kept talking over me. The new phone ZMAX 11 was listed for $79.00, If I could provide a special code which I could not. So I was charged $99.00 for the new phone, $7.36 in Tax, and a delivery charge of $12.00. This is outrageous since I am a long time customer of **********************. I am willing to pay the discounted price of $79.00 plus tax but as a courtesy I am requesting that Consumer Cellular give me the discounted price and reverse the $12.00 delivery charge.

  

  Business Response

  Date: 07/05/2023

  July 5, 2023
  
  BBB #********
  ******************************* (#*****6851)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of Mr. ********* frustration. We had the chance to speak with him surrounding their Concerns.
  
  Recently Consumer Cellular offered a $20 discount off the purchase price of the **** 11 for Customers who provided a promotional code. Consumer Cellular sent the code by letter or email. At the time of the purchase, the customer could not locate the code and paid the total price. 
  
  We do want to help, and as a courtesy, and because they are a long-time customer, we placed a credit of $43.27 on their account. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer Answer

  Date: 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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/29/2023

  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.

  About two days ago, at the suggestion of one of Consumer Cellular representatives, I switched to another carrier. I did this because of numerous dropped calls, deadlines, inability to place outgoing calls, and an inability to send text messages adequately. This started happening several months ago but has become very problematic over the last two months. I called customer support several times. I tried every suggestion they gave, including purchasing a new sim card (as suggested). Going to the new carrier was a last resort and I really did not want to make the switch. But it was becoming impossible to use the phone. While at the new carrier, their representative was speaking with Consumer Cellular transfer representative and while that process was happening, the CC rep asked me if I wanted to close out the bill. Without thinking, I said yes and gave him my credit card. Afterwards, I thought that I should have ask for some compensation, either a full or partial refund due to the bad service and problems using you as a carrier for at least the final month. So today, I called to ask for this courtesy and the CC representative told me that there was nothing Consumer Cellular could do since I used the phone. Of course, I used the phoneit was a struggle to use the phone. And there is probably a record of using it frequently because I frequently had to call people back to adequately connect. This occurred even when calling you. So as a prior customer for several years, and as an AARP member, I asked for either a full or partial refund for tat least the last bill as service was awful . There may be a time in the future that I may want to return as a customer. And I certainly would want to do that respectfully as a prior customer, AARP member, retired professional.

  

  Business Response

  Date: 06/30/2023

  June 30, 2023
  
  BBB File No. 20257202
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration ********************** experienced due to dropped calls. While valid usage reported through the cancellation date of 6/27/23, as a courtesy, we have waived the final invoice on the account, which created a credit balance on the account. We have submitted a refund request for the credit balance of $41.50. Refund checks are printed each 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
  

  Customer Answer

  Date: 07/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate Consumer Cellular refunding that last month. Again, I would not make this complaint a frivolous manner. The dropped calls were excessive. Attempts to resolve were unsuccessful. An agent told me to move to a different company. And the final agent I spoke with was not helpful. So thank you for your consideration with this and for your assistance. 

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

• Initial Complaint

  Date:06/29/2023

  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.

  In the beginning of June or end of May 2023 I called Consumer Cellular because I was investigating a $5.00 monthly fee I noted on my bill. I didn't notice the fee because monthly payments are automatically withdrawn from my account. Turns out the fee was for not having a email address enrolled to the account, which is ludicrous. Why would you charge this monthly fee when you are getting your payments onetime and are recurring. I asked them to credit the total of $50 or $55 dollars of these monthly fees in good faith of my good standing recurring payments history, but they refused. I couldn't believe it. I wanted to cancel the plan but unfortunately the account is for my mother and father phones who are in assisted living establishment. ************ Mom's line ************ Dad's line

  

  Business Response

  Date: 06/30/2023

  June 30, 2023
  
  BBB File No. 20256555
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. We recently implemented some changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in our AutoPay program and electronic billing. Customers will receive their monthly statement via email and they can also access their invoice through their online account or from the My CC application on their smartphone. We do accept e-Check and prepaid debit cards for AutoPay. With AutoPay, payment is only taken if there is a balance due on the invoice due date. Customers are welcome to pay by check or credit card, however, payment would need to be received before AutoPay is processed on the invoice due date. 
  
  Please know that all customers receive a $5.00 convenience fee and those that choose to use AutoPay and email billing receive a $5.00 credit. ************** has enrolled in e-Billing and she will now receive a credit of $5.00 for the convenience fee. As a one-time courtesy, we have waived the $5.00 fee on the last two invoices and the account now has a credit balance of $10.06, which will automatically be applied to the next invoice. 
  
  Information regarding the $5.00 convenience fee is listed on our website and states *The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing.
  
  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:06/28/2023

  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.

  We pay for service on three lines, one of which is for an iPad. We very rarely used that 3rd line and, when we did, the coverage was very spotty. Recently, I upgraded my iPad and pursuant to advice from you staff I put the *** card from the old iPad into the new one. That didnt work. Then, I was advised to get a new *** card at a Target store that would install it. I drove across town but the newly installed *** card didnt work, either.Then, I was told to buy another *** card at a local Target and try using that. I followed that direction and the 3rd *** card didnt work. Then, I was advised to contact Apple. I contacted Apple and was told that I needed to get a ticket number from Consumer Cellular. I called Consumer Cellular back and I was told by a supervisor (for the first time) that no ticket number was available, that Consumer Cellular doesnt support tablets, and that no escalation was possible.So, Im left wondering, why didnt Consumer Cellular tell me that I was paying month after month for service it did not, and could not, provide. If you they check the records, they'll find that we paid month after month for service that, apparently, was not available and that we never used.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  BBB File No. 20252292
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. In order for a device to work on our service, it must be a fully unlocked GSM-compatible device and has to be network-certified as VoLTE compatible. Unfortunately, we have no way to guarantee a non-Consumer Cellular device or all of its features will be compatible with our service until our *** card is inserted.
  
  Customers are welcome to order a *** card to try with their iPad, but we cannot guarantee it will be compatible. While Mr. ********* previous iPad was compatible with our service, it does appear that his new iPad is not compatible. 
  
  The compatibility of an iPad with our service is tied to the ability to read the cellular plan associated with the *** card and the ability to manually configure the *** settings. While some older iPads were compatible, we are finding that newer iPads are not. This would explain why ******************** previously was able to use his older iPad on our service. 
  
  As a courtesy, we have applied credits totaling $85.05 to his account for the additional line fee for his iPad. Since his iPad is not compatible, we would recommend he either port the number to another provider for service with his iPad or to cancel the line to avoid being billed the additional line fee.
  
  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: 06/29/2023

   
  Complaint: 20252292
  
  I am rejecting this response because of four issues:

  First, do they have any information that their service EVER worked with my old iPad (was there ever any usage shown for that account).  I think a review of records will show that it NEVER worked and they billed me over and over for something they knew or should have known wouldn't work.

  Second, where, if anywhere, do they DISCLOSE this information (about compatibility issues) to customers who sign up for service with a tablet device?  (BTW, the company does not sell tablet devices, to the best of my knowledge, so the notion that they can't guarantee service unless they sell the device is a canard).  If they can't guarantee service with a tablet, they need to disclose that fact to prospective customers.

  Third, why did the company ignore a polite, professional written communication to their corporate office, forcing me (and BBB) to unnecessarily use time to get a simple response.

  Finally, OF COURSE, I want to cancel that service -- it doesn't work; why would I want to continue it?

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

  

  Business Response

  Date: 07/15/2023

  July 15, 2023
  
  
  BBB #********)
  ************************* (#*****3314)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further.  We have no record of a letter being received from ***************************** and apologize for any inconvenience caused by this issue. As requested, the additional line for service to an iPad has been cancelled and the effective date backdated to avoid any further charges for the service which our customer is not able to use.
  
  As outlined in our Wireless Customer Agreement (WCA), section 3.2, Services may be subject to certain Device and compatibility/limitations...  The compatibility of an iPad is tied to the ability of the device to read the ********************** plan and configure the needed APN settings.  Older iPads have been successfully used with our service, however, newer models of the device have not.  The original device used, activated in 2018, has usage reported from the towers between 12/31/2018 10/24/2022.  In the event usage stops, we do not cancel a line automatically as many of customers use their devices for emergency only.  To cancel service the account holder or a secondary user would need to contact us to advise the device is no longer needed or if there is an issue with the service.
  
  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: 07/24/2023

   
  Complaint: 20252292
  
  I am rejecting this response because:

  It is not believable that the business failed to receive the letter I sent to one of its owners. Notably, a copy of that letter was attached to the original complaint. Had the business been concerned about the issues raised in my letter, someone from the executive team would, presumably, have reached out to me DIRECTLY after receiving a copy (as a part of the BBB complaint) rather than choosing to communicate only through BBB.

  The assertion that data was previously identified is unpersuasive without knowing the dates and amounts of that alleged usage.

  I have carefully pursued the business's web site and find NO mention of the belated-acknowledged fact that, "Older iPads have been successfully used with our service, however, newer models of the device have not." The fact that the business's terms of service which, realistically, no one EVER reads, attempts to disclaim this issue does not absolve the business from advertising that is false (by omission).

  Since the business KNOWS that new iPads don't work with its system, it should prominently acknowledge that fact in its advertising and it should never have wasted my time, running around town, installing multiple SIM cards and spending hours on the phone with customer service (including with supervisors) when, in fact, there was no chance that the problem was going to be resolved. This business's conduct was disrespectful and unethical.

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

• Initial Complaint

  Date:06/28/2023

  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.

  In February of 2023 I moved to a new residence. In March of 2023, I had a conversation with a very rude representative of Consumer Cellular. I decided to cancel my service. I planned on getting service with Xfinity. I ran into problems getting the service transferred over. In the meantime I had no phone service with anyone. The phone companies were using terms about technology that was way over my head. I enlisted a young woman who is much more tech savvy than I. She spent over an hour in a three way call with Consumer Cellular and Xfinity. The end result Consumer Cellular would not unlock my number so that Xfinity could install service.. My only option was to go back to the company ( ****)that I purchased the phone from and obtain service from them. I would not be able to keep my original number**************. On June 3, 2023 I went to **** and got service and a new number. Subsequently I got a bill from Consumer Cellular for$61.52. I wrote a letter to them indicating I had not had service with them since March and that my account was paid in full. I continued to receive bills with late fees I spoke to ***** at Consumer Cellular and was advised that I owed for service from May3 to June2. During that time I had service with ****. I have only one phone. I do not believe I owe this money and Consumer Cellular is trying to take advantage of senior citizen on a fixed income.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  BBB #********
  *********************************** (#XXXXX1369)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about Ms. ********* experience with our representative, and the service at her new home. We certainly understand that reliable service is extremely important. We absolutely allow our customers to transfer to a new provider at any time, as long as they contact us for a Secure Port-Out PIN to ensure the number is transferred safely. A Secure Port-Out PIN was sent on 5/03 via email. However, the new provider failed to provide the correct Port-Out PIN in their requests on 5/08, and the number remained active with Consumer Cellular.
  
  Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The customer is only charged for the time the account was still active. If the account was cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was active. When Ms. ********* account was canceled on 6/06/23, a final invoice for service provide up until that date was generated in the amount of $78.19, which included any previous unpaid balance.
  
  As a courtesy, we have waived these final charges. The account balance is now zero and nothing will be due going forward. If anything changes in the future, we would love to work with ******************** 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
  
  

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ************ tophone in October 2022. I have had problems receiving calls. A factory reset was done in December,2022. ******** calls to Consumer Cellular trying to retify the problem. On Friday, June 23rd I talked to five reps. asking could I have a replacement phone. In May 2023, I purchased a SIM card and a Supervisor told if it happened again they would replace my phone. Well, after three hours from 6-9:30, a Supervisor informed I had to call within ten days and I explained that's not what I was told. So Friday the Supervisor said I had to do a factory reset and I told him I am did not feel comfortable doing a backup asking would it save my contacts and photos he assured me it would be saved. Saturday the Supervisor asked if I did a backup, saying I did. The customer service reps were so disrespectful, rude not sensitive to my age seventy-five. I lost my photos because they lied about me backing up everything. I would like another phone. It is still under warranty. I looked could not find any wording about ten days. I want this solved because the phone is defective. The process was done already. I purchased the phone through Target who has an agreement to service their phones. Consumer Cellular has the purchase date and phone recordings.

  

  Business Response

  Date: 07/01/2023

  July 1, 2023
  
  
  BBB #********
  ************************* (#XXXXX4598)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We tried reaching out to ************** directly but were only able to leave voice messages. We are sorry to hear that her phone is not consistently working properly.
  
  Thankfully, ************** ******** ************ 2022 is still within the one-year manufacturers warranty. She can contact our phone support at ************ or open a chat on our website at **********************************************? to begin the process and to confirm her mailing address for the replacement order. No further troubleshooting will be needed. When the returned phone arrives at our warehouse, we'll thoroughly inspect it for water, heat, cracks, drops, or other physical damage. Any damage to a phone voids the warranty, as it is meant to cover only mechanical defects; not damage or regular wear and tear. If the phone is not in like-new condition, the warranty will be voided, and ************** may be charged for the replacement 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: 07/07/2023

  My name is ************************* *************** to an email dated July 1st. File No. 55987802-2AC7D. Unfortunately, when I submitted the numbers it would not let me have access. I have tried returning calls to the **************** (*****) of Consumer  Cellular. Being this a holiday week, she has not responded. I did leave a message. 
  Also, attempting to contact BBB by phone has been difficult. 
  
  Thank you, 
  *************************
  ************************
  ************
  

  
  

  

  Business Response

  Date: 07/25/2023

  July 25, 2023
  
  BBB Rebuttal #********
  ************************* (#xxxxx4598)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. Our corporate contact did try reaching out to ************** but was only able to leave voice messages. 
  
  Thankfully, after reviewing the account, we can confirm that ************** was able to contact our phone support on 7/12/23 and complete the warranty process. The warranty replacement device was shipped out on 7/12/23 and delivered on 7/14/23. The new equipment was activated on 7/17/23 and appears to be in working condition.
  
  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

  Thank you for the service you provided. I did receive a replacement phone. So my problem was resolved only after contacting your office. If I need any assistance in the future I will refer to your business.

  ***************************** 

  Customer Answer

  Date: 08/13/2023

  I am not satisfied. CC wants me to pay $174.00 for this new phone. I tried calling ***** at ********************* but have not heard from her. The phone had constant problems from the beginning. She said in the email that the warranty supported the new phone. BBB has always provided customer satisfaction. But this matter has not been resolved.

  

  Business Response

  Date: 08/23/2023

  August 23, 2023
   
  BBB Rebuttal #********
  ************************* (#xxxxx4598)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond once more. Since the end of June, our corporate contact has tried reaching out several times but have only been able to leave voice messages. Thankfully, ************** has been able to speak with several phone agents and Supervisors concerning the phones warranty and the return process.
   
  On 7/01/23, after attempting to contact **************, our corporate contact responded to the original BBB complaint with the following: When the returned phone arrives at our warehouse, we'll thoroughly inspect it for water, heat, cracks, drops, or other physical damage. Any damage to a phone voids the warranty, as it is meant to cover only mechanical defects; not damage or regular wear and tear. If the phone is not in like-new condition, the warranty will be voided, and ************** may be charged for the replacement device. Additionally, when the warranty was processed on 7/12/23, the phone agent did set the expectation that any damage found on the device would cause the replacement phone to be billed to the account in full.
   
  We have included the pictures that we took of the phone when it was inspected. For a phone to be eligible to return for a refund or warranty exchange, it must be in like-new condition. This includes not having any scratches to the screen. The scratches can be viewed in a well-lit area by holding the phone up and slowly tilting the top edge away. With the phone tilted at a slight angle, it can be tilted left to right and/or in a circular pattern to see the screen at every angle. If the phone is lying too flat, or the area is not well-lit, it may be difficult to see.
   
  When a customer decides that they do not want a phone they received and it is within our return period, we offer a refund or exchange IF the phone is in like-new condition, which means the phone looks and works as if it has never been used. We resell returned phones to our customers at a discount as Certified Risk-Free phones and are only able to resell phones if they are like-new. When our customers buy a Certified Risk-Free phone, they are promised a like-new phone. It is unethical and illegal for us to resell a phone with scratches or other damage. If we accepted damaged phones and gave refunds for them, Consumer Cellular would lose 100% of the cost of that phone, as it is unusable for us.
   
  Lastly, on 8/22, a phone agent was able to reach out to ************** to provide an option of troubleshooting the original phone to get it in working order. She could then return the warranty replacement phone in like-new condition to have the charge removed. ************** declined the additional troubleshooting at that time and declined the return of the warranty replacement phone. Due to this, and the expectations that have been set previously, the $179.99 charge for the warranty replacement phone stands and is valid.
   
  We understand this is not the resolution ************** wants to hear, but we hope she will understand why this policy is in place and is industry standard.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
   

  

  Business Response

  Date: 08/28/2023

  
                 
  August 28, 2023
  
  
  BBB Rebuttal #********
  ************************* (#xxxxx4598)
  
  
  Dear BBB,
  
  August 28, 2023
  
  
  BBB Rebuttal #********
  ************************* (#xxxxx4598)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ************** complaint and allowing us the opportunity to respond once more. As explained, the when the warranty was processed, the phone agent did set the expectation that any damage found on the device would cause the replacement phone to be billed to the account in full.
  
  
  We are sorry that the customer disagrees with our return policy. Unfortunately,as the device is not in like-new condition, Consumer Cellular is unable to offer a return. However, we want to help and are willing to step outside of our policy. We will gladly troubleshoot the original ******** ************** 2022 - Dark Grove 64GB,unlock the phone for the customer and place a credit on the account for what it will cost the customer to have the screen repaired. Then if she chooses to, she may sell it to recoup some of the cost.
  
  We understand the answer provided differs from the solution the customer sought. However, the answer remains the same. Due to physical damage with scratches to the phone, Consumer Cellular cannot offer a refund. 
   
  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: 08/29/2023

  In the previous response ***** did indicate the representative did not inform of damages the phone would be replaced. The solution of my original phone being fixed is unacceptable. The return was never an option until later. I intend to pursue this with ************** Attorney Generals office.

  Thank you, 

  Better Business Bureau 

  Customer Answer

  Date: 09/06/2023

  I find (Consumer Cellular) sold me a defective phone in October 2022. The phone was not receiving incoming calls in December 2022. I alerted the company on many occasions there was a problem with the phone. They waited many months until when the phone had wear and tear. After, nine months without letting me know if there were any everyday wear and tear issues the company would not honor the warranty. I would say that is deceptive practices. Noting,: the support team (supervisors) tried unsuccessfully to make calls and the calls would go unanswered, going to voice mail. Yes, I have paid the bill but under duress when they sent me a bill without telling me I would be billed. So, finding Consumer Cellular does not honor their warranty.

  Sincerely.

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

  P.S. This has nothing to do with the carrier AT&T.

  
  

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** Moto * Styles Phone on November 18,2022, and it worked great until May 20,2023. It stopped ringing and went straight to vmail ..I contacted C.C. and after numerous trouble shooting steps, network reset , and factory reset it was determined I would receive a replacement. When I received the phone and called to have it activated I had it noted there was several scratches on the back. I talked to 5 reps that said the phone was breaking and hard to hear and disconnected. Again after numerous trouble shooting steps network and factory reset it was determined to a bad bad **** card which I could get at ******** Upon driving to the ****************** purchasing a new card ( $10 ) and returning home and putting the card in my phone the only thing it would do is say this network is not excepting voice calls.. *oing back to ******* and trying three more cards that didn't work and a C.C. activation person who said the phone was activated they didn't work. I called C.C. again and after all of the trouble shooting and resets steps it still didn't work .was told it would have to be investigated and it would take 12/24 hours. I received a activated card that I didn't order and was charged $10. With the new card I dialed 611 C.C. and got ***** On June 115,2023, I received a call from a supervisor saying my phone would be replaced and it was indicated to me it was because of the scratches and not the phone problems. From Nov. 18,2022 until June 27,2023, I have talked with thirty reps and five chats about my phones. Would have said more but I didn't think there would be enough characters.

  

  Business Response

  Date: 06/29/2023

  
  June 29, 2023
  
  BBB File No. 20243318
  ********************************* (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 that is available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.
  
  ************************ purchased the ******** ************* 2022 on 11/18/22. On 6/06/23, after all of the required troubleshooting was completed and his phone determined to be defective, it was replaced under the manufacturers warranty. On 6/15/23, the warranty replacement device was processed for warranty after the required troubleshooting had been completed. 
  
  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: 06/29/2023

   
  Complaint: 20243318
  
  I am rejecting this response because: The answer I received was just a reword of parts of the complaint I filed. There was also several issues that was not answered. I wanted to be contacted by a phone call because as it stands I feel like I am getting the brush off.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/15/2023

  Hello BBB, 

  It appears this is a duplicate ticket.

  Thank you, 

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

• Initial Complaint

  Date:06/26/2023

  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.

  In December 2022, I switched my cell phone provider from Consumer Cellular to ***** Since then, **** has provided cell phone to me and my wife. They have billed me during this period, and we have paid *****Consumer Cellular keeps sending me E-mails for remittance to them for this same period. I have responded to their E-mails, mailed them documentation of **** service to us, and I keep getting E-mails for Consumer Cellular about payment to them. I believe they are about to ruin my credit rating.I am able to supply a copy of the information I sent to ****, Consumer Cellular, and the credit card to which payment is handled.

  

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  
  BBB #********
  ********************************* (#*****7845)
  
  
  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 remaining balance due on *************************************** closed account. 
  
  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.
  
  The account was cancelled on 12/12/2022 when their number was transferred to their new provider.  The final invoice for service was prorated from 11/26/2022 12/12/2022 in the amount of $19.05 and the payment posted to the account on 01/03/2023.  However, the payment for service from 10/26/2022 11/25/2022, $31.76 which posted on 12/15/2022 was disputed and the amount was returned to the customers bank account, resulting in no payment being made to Consumer Cellular for service provided.  The account remains past due and has also accrued late fees; the total amount due is now $41.76.  However, with a payment of $31.76 posted to the account, the late fees may be waived.
  
  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: 06/30/2023

   
  Complaint: 20239411
  
  

  From: ************************* <***************************>

  To: Bbbcommunity Info <****************************************>

  Sent: Thursday, June 29, 2023 at 10:58:04 AM PDT

  Subject: Fw: Payment Confirmation

   

   

   

  ----- Forwarded Message -----

  From: Consumer Cellular <*************************************>

  To: "***************************" <***************************>

  Sent: Thursday, June 29, 2023 at 10:33:56 AM PDT

  Subject: Payment Confirmation

   

  ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 

  SUPPORT     HAVE QUESTIONS? *************

   

  PAYMENT CONFIRMATION ACCOUNT #: *********

  Dear *********************************, Thank you for the payment on your account. Below are the payment details for your records.

  PAYMENT SUMMARY   Payment amount $41.76 Date processed 06/29/2023 Payment method Credit Card Remaining account balance $0.00

  To view your invoice details, log in to MyAccount. Please contact us at ************* or visit us at our Contact Us page if you have any questions or need assistance. Thank you for choosing Consumer Cellular; we appreciate your business.

   

  Customer Answer

  Date: 07/10/2023

  Thank you for helping me.
  I received a Final Collection Notice from Consumer Cellular which states "Your inactive Consumer Cellular account (#********** is severely past due ($41.76). We are preparing to send your account to our collection agency. This will result in additional fees, a negative impact on your credit report ....."
  The key word is "inactive"
  I paid $41.76 by phone on June 29, 2023 at10:35 am using my Chase credit card, and am hoping that this is the last I will hear from them.
  If I do hear from them, wanting more money, I will contact you.
  Again, thank you for your help in this matter.
   
  **********************************