ComplaintsforConsumer Cellular

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 27th we activated 2 lines of Service and purchased a new phone at the time of activation and we were to get two months of service free as was advertised locally. As of this time we have not received any credit on our account for either month. Listed below is the quote from their promotion and we filled all the requirements. Only applicable for new customers with purchase of a phone at account activation by 7/31/24. Monthly base service fee credit applied to 2nd and 3rd invoices before other applicable discounts.

  

  Business response

  07/08/2024

  July 8, 2024
  
  BBB #********
  *********************** (#XXXXX0878)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 
  
  We apologize for any incorrect information provided at the time of ************** reactivating service with us. The promotion to receive two months of service free began on 6/1/2024. The account was reactivated on 5/27/2024, so the promotion was not available. However, we are happy to apply this promotion to ************** account moving forward. The next two months of service will have the promotion applied. The account must stay active to receive the promotion.
  
  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

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 15, 2024 i joined consumer cellular. On June 22, 2024 the data was throttled and I called in to inquire about additional data. I was told I could purchase 50 dedicated gigs for just my line (4709) and it would unthrottle that line. Unfortunately, that was not true. That line has remained throttled and now i am being told that it will stay throttled based uoon previously used data prior to the purchase of additional gigs. I said fine. then give me a refund for the additional data I purchased as I am not getting to use it as promised. Nope, can't do that either. Happily sent me a transfer pin to leave your company, because there is just nothing else they can do. So you sold me a service that does not work as promised and won't refund me. Your automated billing wants to track my data from the 15th of June, when I didnt purchase the data till June 22. How is that fair? That is NOT what I was told or I would have waited to July 15 to order the extra data!!!!!Since you "can't" unthrottle my data, I want credit for the data purchased on June 22. Or, I will just use the tranfer codes provided by July 14 sonI am not charged a dime, as it will be within 30 days. I left ******* after 20 years because they cheated me. I won't hesitate to leave Consumer Cellular if unable to achieve satisfaction with this issue. The names of reps who refused to fix problem or refund me:July 7 approx -9-10am cst Bear, Supr - AZ *******, Supr - OK (9:37am)Brittany, Supr -Tempe, AZ Jarum, Supr - Phoenix, ** This has been a very unpleasant experience to say the least. Please contact me immediately for resolution.

  

  Business response

  07/11/2024

  July 11, 2024
  
  BBB 21952480
  ******************* *****8406
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We understand ********************* concerns about her data use; however, ***** created the account on the unlimited talk, text, and data plan; this is the largest data plan we offer. Since the line ***** is referring to uses a lot of data, we moved it to its own plan, but by that time, the line had already used 50GB of high-speed data, which slowed the speeds of the data use on the account. Therefore, we were unable to provide more data for the device to use until the cycle restart date of July 15th. Since both plans on Carols account have used a significant amount of data, we are unable to provide credit to the account. For the future,we recommend that ***** connects her devices to ************* to avoid using up her cellular data.
   
  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 response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though I accept their response, it is FAR from satisfactory. Consumer Cellular publicly advertises cancel within 30 days, money back guarantee. Yet, when you do, they pull the data excuse out. They cheated me out of data and admit it in their response. What a disgusting way to do business. Obviously, desperate. Good riddens!
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a new iPhone 13/3 generation from Consumer Cellular/Target Store in ********** ************ in March of this year. Since that time I have been back-and-forth to Target in ********** on numerous occasions to handle issues with regard to not being able to place calls, not getting calls that are incoming, and not being able to receive or send text messages to my contacts. I have tried to resolve the problem myself with Consumer Cellular and Target on numerous occasions! I have even been to the Apple store in downtown ********** ALL to no avail! I am elderly and disabled and I am not even able to call out for help! As this is the only phone I have and no one seems to be able to help! I had switched from ******* to Consumer Cellular in hopes of saving money but only added to my troubles. I hope you can help me please! I want to cancel my service with Consumer Cellular and return their phone. Thank you for your assistance!

  

  Business response

  07/10/2024

  July 10, 2024
  
  BBB #********
  ************************* (#XXXXX2541)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that ***************** experienced not being able to make or receive calls or text messages. We are happy to provide the assistance that ***************** needs. 
  
  After reviewing the account, we saw that ***************** spoke with our customer service team on July 6th when we helped her ensure her eSIM was properly installed. At that time, ***************** made a successful test call indicating the services were working properly. We called ***************** several times to confirm the issue was resolved but did not reach her. 
  
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ******************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  Customer response

  07/10/2024

   
  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.
    However, if the problem continues I will be contacting you again thank you so much for your help!
  Sincerely,
  
  *************************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  An account was established with Consumer Cellular in January for their offered phone services. The phone device I chose was shipped to me, and I began the services and had no complaints at all with it. However, a tech issue arose with the device. It wouldn't hold a charge for as long as advertised. I called to report it and a used replacement was shipped out to me for free. This replacement device was giving me the same issue. So, I did not activate it or use it. I waited for a return label and instructions for the old device to return it instead of the replacement, but I was not sent either a label or instructions.Thirty days passed and my credit card was charged the full amount of $799 for the replacement device that was said to be free. Their customer service was called several times about the issue but insisted that I was lying about not receiving a return label and packaging and had purposely not returned the device. Therefore they refused to refund me for the $799.

  

  Business response

  07/05/2024

  July 5, 2024
   
  BBB/21943114
  ********************************* (#*****2121)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************************ over the phone today regarding the warranty return issue. We apologize for any frustration these issues may have caused.
   
  On 5/3/2024, we processed a warranty claim for a customer to have their phone replaced. As part of the warranty process, we informed the customer that the original phone must be returned to us, otherwise they would be charged for the replacement phone. The deadline for returning the device to us was 5/25. Since the original phone was not returned, we charged the customer for the replacement phone. ************************ contacted us on 6/25 to inquire about the $799 charge.
   
  We are now offering to extend the deadline as a one-time courtesy. A return label will be sent to ************************. If the device is still in perfect condition, we will accept its return and provide the customer with 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 response

  07/06/2024

   
  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 it follows through with the return shipping label.

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

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refused to give me my device that I brought with another company and would not release my number they rendered my phone useless and I couldnt. Nobody could break the code on it and they they lied. They told me it was ***** I went to ***** I was in there for two hours. They didnt extensive search. They dont even recognize the number They know the purchase they dont recognize the number they told me they were part of **** says consumer cellular, my phonelocked it had to buy another phone. They lied from the door. The first question I asked is do you have an unlimited plan? They said yes they didnt mention that it was very that if 50 GB that it would slow down to nothing they said that I can add line 15 so I add 3 only to find out it was 50 gigabytes of service thats unlimited pretty unlimited very limited Internet OK so I said OK. This is great. Its an unlimited plan. Great beware too good to be true of us couple times they every stated it, but it never worked right. It was always slow very slow and I never had access to nothing. It interfered with me trying to buy things and research things and everything else Yes, but you lock my phone then the phone I had I bought myself prior to going to this company and they locked it. Who are they to lock my own personal device ******* was on the phone and heard them. They were on the phone with me five hours laughing and lying and listening and didnt even like it all at once it was like they locked the one Sim EMI number and then when I was talking to *******, I said, what else can we do? They put us on hold and behold they were listening to every word that we said and they knew ******* was on the line. They told me **** locked. My phone was unlocked. My phone was purchased September 7, 2019 they agreed to let me take my number. I dont even know the money yet. My bill isnt due till next wkI called Apple. They never had a situation like this I had to purchase a new phone trade the other one

  

  Business response

  07/06/2024

  July 6, 2024
  
  BBB File No. 21942527
  ************************************* (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.
  
  Please know all new customers receive a welcome packet, which includes account information, the customers rate plan details and the Wireless Customer Agreement (WCA). On page 5 of the included Welcome booklet, it states "On unlimited data plans, note that 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. 
  
  Consumer Cellular uses the network of AT&T to provide service to our customers. As ************************************* purchased the device from AT&T, it did not need to be unlocked to be used with our service. We have confirmed that the device is locked to AT&T and ********************** will need to contact AT&T to have the device unlocked. We do not have the ability to unlock a device that is locked to another carrier.
  
  Ms. Pembertons line was immediately cancelled when it ported out to the new service provider on 7/05/24.
  
  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

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service with Consumer Cellular in March 2024. Due to dissatisfaction with service issues and previous continued monthly charges for an insurance plan that had expired.Received a final bill which included charges and fees for services that I do not owe.Keep increasing this bill every month with more fees.I have tried to contact them online to dispute this but cannot access the account.Have been unsuccessful contacting customer service.

  

  Business response

  06/30/2024

  June 30, 2024
  
  BBB #********
  ******************************* (#XXXXX0963)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *********************** account was cancelled as requested on 3/16/24 when their number was ported out; and they are not being charged for service beyond that date. 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 customers final invoice is prorated only for the days the service was active. We can confirm that the customer is not being charged for service after the cancellation date. ******************************* can review the service dates for their charges beginning on page two of each invoice. The Consumer Cellular online account is available for up to 120 days after the cancellation so the invoices can be attained for their records. Our invoices will confirm that we are a postpaid service.
   
  The current final charges of $73.44 include: $36.11 due 3/22/24 for service provided from 2/03 to 3/02; $22.33 due 4/06/24 for service provided from 3/03 to 3/16 the date of cancellation; as well as $15.00 in late fees for the past due amount. There are many options for making a payment. ******************************* can pay by phone by calling our customer care at ************, by paying online, or by sending in a money order or check. Please allow 7-10 business days for mailed-in payments to be received and processed. They may also speak with a chat agent online at **********************************************.
   
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ******************************* again. 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 response

  07/01/2024

   
  Complaint: 21922581
  
  I am rejecting this response because:

  I had been a Consumer Cellular customer for almost 7 years. After agreeing to have paperless statements emailed each month my monthly bill was paid on time and never late or in arrears. I was not satisfied with the network coverage and after continuing to be billed for an insurance policy which had expired on my phone (this was eventually refunded after I complained and was laughed at by the initial customer service rep.) I became concerned about some of their unprofessional customer service staff and billing practices and and decided to cancel my account, which I did on March 16 2024. Three days later on March 19 I received an emailed final invoice for the amount of $58.44 stating that this amount was past due. My normal monthy bill amount was $34.17 and not in arrears, I was expecting to pay for the partial service time that was used prior to cancellation of the account so I was confused by the amount and deliquent status of this invoice. I tried to log in to my account to view the details of why I was being charged this amount and was denied access. I requested a security passcode which was received but invalid and I still could not login to my account after several attempts and invalid passcodes. The following month I received another invoice for $63.44 which included a $5.00 late fee. I tried once again to log in to my account to find out more information as to why this account was classed as delinquent and once again was given an invalid security passcode thereby denying me access to
  the account. I was given no opportunity to gain access to the information that I required to validate the reason for the deliquency status and why I was being charged late fees on this account.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A buisness has sent me a bill, there is no explanation for the bill.I do not have an account with the buisness.I had an account. I closed the account before a new bill cycle.I keep getting harrased over the phone.

  

  Business response

  06/30/2024

  June 30, 2024
  
  BBB #********
  *************************** (#*********)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. *************************** account was cancelled as requested on 5/06/24, and they are not being charged for service beyond that date. 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. The agent assisting *************************** with the cancellation confirmed that we are a postpaid carrier, and we do not provide prepaid service.
  
  If the account was cancelled before the end of the billing cycle, the customers final invoice is prorated only for the days the service was active. We can confirm that the customer is not being charged for service after the cancellation date. *************************** can review the service dates for their charges beginning on page two of each invoice. The Consumer Cellular online account is available for up to 120 days after the cancellation so the invoices can be attained for their records. Our invoices will confirm that we are a postpaid service.
  
  The current final charges of $82.10 includes: $37.87 due 4/25/24 for service provided from 3/06 to 4/05; $38.78 due 5/26/24 for service provided from 4/07 to 5/06 the date of cancellation; as well as $5.45 in late fees for the past due amount. There are many options for making a payment. *************************** can pay by phone over the automated system by calling our customer care at ************; by paying online, or by sending in a money order or check. Please allow 7-10 business days for mailed-in payments to be received and processed.
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with you again. 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

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/6/24 I paid my monthly Consumer Cellular Bill of $45.68 for my I phone 7. On 3/9/24 the I phone 7 died. I went to the ********** Communications Store **************** and bought an I phone 14. Consumer Cellular owns their Phone numbers so **** assigned me an **** # of **********. I am being billed $136.67 inactive Consumer Cellular Acct. I have not been able to resolve this with them verbally or by writing on statement.

  

  Business response

  07/01/2024

  July 1, 2024
  
  
  BBB/21920681
  *************************** (#XXXXX8083)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand how frustrating this is for the customer and will gladly explain our service and fee policy.
  
  Consumer Cellular bills are in arrears for monthly service and usage after the billing cycle ends. We are not a prepaid provider; service is monthly, and there is always a final bill for service through the cancellation date.
  
  An account will remain active until we receive a request to cancel service. Our records show that this complaint is the first time we have been informed that the customer wants to cancel. As a result, we suspended the service for non-payment on 5/16/24.
  
  Unfortunately, we cannot offer a full refund due to text and data usage. However, as the customer did not use the entire plan purchased, we backdated the cancellation as a courtesy and placed a $96.31 credit on their account. The remaining balance is $45.68 for service from 2/21/2024 to 3/20/2024, the last usage date.
  
  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 response

  07/02/2024

   
  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

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of this year, we ordered two sell phones on an AARP special offered by Consumer Cellular. They came with an "Extended Risk-Free Guarantee." We did not like the phones. They did send us return labels. We returned them, they confirmed that they had received them, and we thought that was the end of it.No such luck. On June 23ed, we received notice that they would be billing us $50.73 on July 10th. When I called them and reminded them of the guarantee, I was told we didn't qualify for that because we'd had an account with them in the past and they considered this new transaction to be just an extension of that account - we weren't eligible for the guarantee.Funny, nobody told us that when we signed up for their special offer. We didn't even remember the old account. Seems to me they're using unethical accounting. We want that bill cancelled.

  

  Business response

  07/01/2024

  BBB 21920661
  ***************************** (#*****9338)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer is frustrated with their final bill and apologize for any misunderstanding regarding our Risk-Free Guarantee period. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  We spoke with ********************** and explained that since he started service on 06/09/2019 and canceled on 07/15/2019, then returned on 05/08/2024 and canceled on 06/04/2024, he is not eligible for our Risk-Free Guarantee guidelines for new customers. Our Risk-Free Guarantee for existing customers allows a ****** return period, excluding proration of monthly fees; devices must be returned in a like-new condition in their original packaging, or the return may be denied. This information is provided in our Start Here Guide and included with all equipment purchases, including SIM-only orders, and throughout our website. Due to the customer returning to our service, they are responsible for the invoice. 
  
  As a company that values customer satisfaction above all, we understand ************************** expectations. In light of this, as a one-time courtesy, we have cleared the final balance of $50.73, and the account balance is now $0. If ********************** would like to return to our service, he will be subject to the Risk-Free Guarantee guidelines for existing customers.
  
  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 response

  07/01/2024

   
  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

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 2023 we stopped Consumer Cellular's services for the phone number ************ as we moved to **********But they are still charging $69.81 monthly.They denied our access online, that is why we are requesting your intervention to solve this dispute.

  

  Business response

  06/30/2024

  June 30, 2024
  
  BBB #********
  ***** ********************************* (#XXXXX6185)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ***** ********************************* contacted us on 12/27/23 to cancel their account, with which we complied. However, 15 minutes later the customer contacted us once more to reinstate their service so they could continue to use it.
  
  Consumer Cellular bills in arrears for services and usage, much like a utility company. Simply stated, we bill for services and usage after the billing cycle has closed. The customer contacted us on 3/21/24 to cancel their account after receiving an invoice. At that time, the customer did confirm that they canceled and then reinstated their account in December. The customer verbally provided authorization to charge their card for their final charges, for service through the date of cancellation. Due to continued usage on the account, the charges were valid. The account is now closed and paid in full.
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with you again.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

*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. ↩