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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I tried to establish service with consumer cellular. We could not receive calls. After 2 days of trouble shooting with CC on phone we requested service to both phones be disconnected. We went back to GCI our former carrier. Because Consumer Cellular had placed a hold on my phone number I used a new phone number to change back to GCI. Consumer cellular continued to charge me for services I never received on the original number. I was never told by consumer cellular that the old number had to be transferred in order to cancel service.
Business response
08/06/2024
August 06, 2024
BBB 22088387
*********************************** *****9646
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 regarding the final account balance. ********************** is a postpaid service; we charge for the time the account is active up until the cancelation date. Since we did not receive a request to cancel the line, it remained active which caused ******* to be billed for that time. However,since the phone had not been used, we waived the final invoice of $42.23 and refunded the original form of payment that was charged $58.33; the refund should be received within the next 3-7 business days. As of 8/6/24, ******** account is canceled, and the balance is $0.
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.comCustomer response
08/06/2024
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.
Sincerely,
***********************************Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is the second time I'm receiving a very large bill from the company, almost $198. I have no idea why unless it has something to do with my bank.(Attached is a paystub showing I had no income for a few months.) I was having some issues with my bank account but it has been resolved and should be able to draft. Like I said this is the second time this has happened so I want to get at the root at what is causing these problems.Business response
08/09/2024
August 9, 2024
BBB File No. 22080938
********************* (Account #**********
Dear ********************,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken to *** and they have confirmed their concerns have been resolved.
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.comCustomer response
08/13/2024
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. There customer service department answered my questions satisfactory.
Sincerely,
*********************Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been with Consumer Cellular since 2021. About 2 to 3 months ago, I begin to have problems with my phone service. My bill started to increase because I went over my data usage by point 6. I would call and it would happen again. I also got locked out of my account *** and one can fix it or tell me why. I have had enough, and I am trying to my account number so I can change companies. They refuse to give me that without the account number, I cannot keep my number.Business response
08/03/2024
August 3, 2024
BBB File No. 22078521
************************* (Account No. **********
To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. In order to port-out a phone number from Consumer Cellular to another service provider, the new service provider will need to submit an electronic port out request with the following information from their Consumer Cellular account: Account holder name, Account number, Billing Zip code and matching SPOP (Secure Port Out PIN) Once received, if the information matches with their Consumer Cellular account, the port-out will be confirmed and the number released.
Consumer Cellular takes the security of our customers very seriously. To ensure our customers information is protected, we are unable to verbally provide the customers account number. Customers can find their account number via their online account. As well, the account number is listed on the customers monthly invoice.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
Sincerely,
**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.comInitial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 17, 2024 I contacted Consumer Cellular to look into purchasing a new phone. I spoke to a young man and asked him if I could find out about trading my existing iPhone in or trading up. He said they could give me ***** and I said is that all? He stated that they had a special going on if I purchased a new phone I would get 2 mos free service. I said I will take that deal its a much better deal. With that special I decided to go ahead with the purchase. We proceeded with what phone I wanted and the easy pay option and all details. This was a lengthy call, after all the business info was done I again asked him about the special and he explained again I would get 2 mos free service and would be responsible for the phone payment, tax and surcharges. The only thing the offer covered was for the service.After receiving my new phone I set it up and received a statement for the following month with no credit for the free service so I called and spoke to a young woman 7/30/24 I explained the problem and she said I was not eligible for the special. We debated back and forth and she put me on hold, when returning she stated she found where the other agent did offer me the special however , could not do anything about it. I stopped the call and asked to be sent to a manager.The manager named **** said she would pull the recording and to hold. After sometime returned with this state Nothing was stated on the recording I was insulted and was made out to be a liar. I asked to hear the recording and she refused. Is this what they do to good customers who pay their bills and purchase 3 previous phones. I made this decision based on what this person was offering me, this purchase was over ******. She was arrogant in a strange way. She knew to watch what she said but also got her point across what I said didnt matter. They offered me *****, well if they didnt do anything wrong why give me *****. This really isnt the money its the sales tactics this young man used.Business response
08/01/2024
August 1, 2024
BBB #********
***************************** (#*****2518)
Dear BBB,
Thank you for contacting us regarding Ms. *********************** complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on their account.
The call recordings are for quality and training purposes for the representatives and Consumer Cellular, they are not openly available for the customers. If a customer wishes to obtain a copy of a recording or a copy of the account notes, they must obtain a subpoena. If the recording is still available when the subpoena is received, we may be able to provide a copy of the recording.
Reviewing the account, our customer was offered a promotion for two months free service; however, they were not eligible to receive the offer mentioned and no credit was applied to the account. Due to the misinformation provided, as a courtesy, we are applying credits of $55 to the account in two monthly installments, for a total of $110, which is the equivalent of two months service charges, not including taxes, fees and the EasyPay payment for the phone purchased.
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.comInitial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am no longer working. I had two lines of service with Consumer Cellular and dropped service to my smart phone; keeping my flip phone only. I was being charged ***** per month for both lines.Yesterday, I get a bill for $55.00 per month for just the flip phone. I maintain a zero balance each month and I had a zero balance as of Sunday. I make fewer than 2 calls per day and my phone is typically off because I do not like being disturbed.I will attempt to rectify the issue but it appears that they have simply raised the fees I am being charged.Business response
07/31/2024
July 31, 2024
BBB #********
********************* (#*****0220)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach ********************* by phone but were unable to speak with them. We apologize for any inconvenience caused by the billing on their account.
********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. 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 received a call from ************** on 07/26/2024 requesting to suspend one line of service to help save money each month. The billing cycle closed on 07/27/2024, and when the invoice was processed, it included the prorated amount of $14.50 for the additional line on the account. Going forward, as long as the second line remains inactive, our customers monthly billing fee will be $27 before their AARP member discount is applied, not including taxes and fees. This amount includes the following:
Rate Plan Fee (Unlimited Minutes) $15.00
Feature Fee (1GB/Unlimited Texts) $ 5.00
EasyPay Plan Installment Charge $ 2.00
Autopay/eInvoice Opt-Out Fee $ 5.00
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.comInitial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a consumer cellular customer for several years and had a specific plan I used, anytime I went above my usage they bumped me up, thankfully, when my plan I was on changed and no longer available I was told I received am email to change it, for whatever reason I don't know maybe a pandemic happening it was overlooked, so today I called because I noticed a cheaper plan with more data available, this has been 3 years and the best **** and **** would do is a $20 credit, and *************** told me they will not, give me another credit, they will not make any type of adjustment and will not do anything else, rude, $10 a month, 12 months a year for at least 3 years seems like they are taking advantage of people, and if you intentionally gear your advertising to older adults yet deny them a modicum of kindness and courtesy seems unacceptable, I did not ask for all of that money back but $20 seems disingenuous, and more could be done as a consideration to loyal customers, who have also purchased several phones in addition to my phone plan.Business response
08/01/2024
August 1, 2024
BBB File No. 22059114
********************* (Account No. **********
To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have contracts allowing customers to change their plans as often as they like. As well, we offer automatic upgrades. Should the customer exceed their plans limits, their plan would automatically be upgraded. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case the customer signed up for a data plan that was too small to cover their usage. If the customer never accrues overages, then we will not change their plan unless they request it.
Consumer Cellular is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. We recently implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in both our AutoPay program and electronic billing.
Customers who are on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. Once a Legacy plan is changed to our new plans pricing, customers are required to be enrolled in AutoPay and e-Billing to receive the $5.00 credit.
When we reduced the cost of our Unlimited plan, customers were not automatically moved to the new plan pricing as this would trigger the $5.00 convenience fee for those not enrolled in e-Billing and AutoPay. While it is the responsibility of the customer to monitor their account and make adjustments as they see fit, as a courtesy to our valued customer, we have applied additional credits totaling $152.55. The customers account now has a credit balance of $40.17 that will automatically be applied to their invoice due on 9/10/24.
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.comCustomer response
08/01/2024
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
07/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Consumer cellular advertise 2nd month free. But they start counting when you call even though they were unable to provide the sim card. I went to Target (no sim card) I finally ordered the card though the **** who lost it (I paid $10.97-for 2-3 day service) they recorded the card,I got it about 6-10-2024. I asked that they check when the card was activated. That should be my start time. They say that it's NMP that the card was activated when the first card was lost. I asked that they check when my usage started. They admitted that my phone didn't have usage untill 6-10 but they are billing me from April.Business response
08/04/2024
BBB 22056496
******************************* (#*****2382)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of ************************** frustration regarding their second-month free promotion. We attempted to reach them but could not get in touch. 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. As advertised on our website, the second-month free promotion states, "Offer may be modified or discontinued at any time.Promo credit for base service fee applied before other applicable discounts.Taxes, fees, and other third-party charges will apply.". With that, the billing period from 05/10/2024 to 06/09/2024 for $65.85 was due on 06/28/2024 and covered by the second-month free promotion, excluding taxes.
When ********************** returned to Consumer Cellular on 04/07/2024,the first month's invoice was due on 05/10/2024 for $27.30. Please know that zero usage does not indicate to our system that a credit is due for non-use,nor does it justify issuing one. However, we recognize that the customer had not activated their SIM card purchased from 04/07/2024 until 04/12/2024 and did not accrue usage until 04/18/2024. As a courtesy, we have waived service charges that occurred from 03/18/2024 to 04/17/2024 for $14.27 and waived the charges for the billing period through 06/10/2024 to 07/09/2024 for $47.71 as an additional courtesy, which brought the account balance to $0. We have also requested a refund of $25.10, which the customer should receive via mail in ***** business days.
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.comInitial Complaint
07/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Consumer Cellular July, 28th, 2024 billing: $367.11.Plan details are unlimited calls & texts with 20GB Data $45.00 per month and 2 phones for $14.00 month total. my total should be $59.00 and Consumer Cellular is billing me $367.11.This is no late fees nor overage on data. This isn't the first time. This has been happening for a while. They will not give any answers when I call customer service and I'm on hold for ridiculous amounts of time. I cannot believe a company is able to operate buy cheating their customers.Business response
07/29/2024
July 29, 2024
BBB #********
******************************* (#xxxxx9888)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ************************* account was cancelled as requested on 7/24/24 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.
When ******************************* signed up for service on 12/13/23, they purchased two ******* Galaxy A14 phones with our Zero-Interest EasyPay Financing. They electronically signed the Terms and Conditions for EasyPay stating that they would pay the $31.00 plus sales tax down for each device, and then pay $7.00 a month for 24 months for each device. If the account is canceled before the full EasyPay balance is paid, then the remaining balance becomes due.
At the time of cancellation, the remaining balance was $119.00 for each phone, a total of $238.00 for both. The final invoice also includes $87.39 for service provided from 6/10/24 to 7/09/24, as well as $41.72 for service provided from 7/10/24 to 7/24/24, the date of cancellation. The final balance of $367.11 remains valid and due for the services provided and the phones that have been purchased.
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
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Consumer cellular is constantly calling me 6 to 10 times a day for someone elses phone bill and will not remove my number after I have repeatedly called them and told them to stop that that person I did not know them anymore. Do not speak to them anymore and was not responsible for their phone bill and so please stop calling me every second of the day at odd hours late hours early hours and harassing me about somebody elses phone bill that is not mine and please remove my number and they said that they would have not and continue to harass me and laugh about it that they continue to call me and harass me .Business response
07/28/2024
July 28, 2024
BBB #******** *******************************
*******************************
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the complaint, we found ****** number to be listed as a primary contact number for a *********************. Since the account is not in Katies name and she was not listed as an authorized user, weve removed her number from ****** profile. ***** will no longer receive collection calls from Consumer Cellular.
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.comCustomer response
07/28/2024
Complaint: 22050458
I am rejecting this response because:
Consumer cellular couldve done this months ago to resolve the issue but chose not to and instead continue to call me and harass me about someone elses bill after I begged and pleaded with them to remove my number and stop the annoying phone calls. I have a lot of time lost because of the situation and because it wasnt handled like it shouldve been months ago. I think consumer cellular should do more on their part because this wasnt handled months ago and compensate me for the harassing calls and making me waist my time something that I can not get back. It wasnt fair to me at all.
Sincerely,
*******************************Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested a replacement phone from Consumer Cellular becsause my phone died a second time in less than a year. I was told on 3 separate occasions that i would be sent a replacement phone per my warranty.I called today and was told that there was no phone being shipped and I could not have a replacement. I now have paid for service that I do not have and I have a phone that died. I feel like some complensation is appropriate.Business response
08/05/2024
August 5, 2024
BBB #********
******************* (#XXXXX7848)
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 ************** experienced and acknowledge that incorrect information was provided over several contacts. We have forwarded these concerns to the appropriate department for further review and training.
Under typical circumstances, Ms. ****** phone would not be eligible for a warranty replacement, and a warranty replacement should not have been offered or promised. The ******* Galaxy A54 was purchased as a Certified Risk-Free Return model with a six-month warranty from the original date of purchase, 11/22/2023. While the device was replaced once under warranty on 2/19/2024, this did not extend the warranty term, which remains from the date of the original purchase. We apologize that this was not communicated correctly.
As a one-time exception, we stepped outside of our normal policy to issue a warranty replacement in this situation. The order was prepared for shipment as of 8/5/2024. It is important to note that any physical damage to a phone disqualifies it from warranty replacement, even if it only appears to be cosmetic, and this requirement cannot be waived. If the phone returned to Consumer Cellular is not in a like-new condition, ************** will 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
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Customer Complaints Summary
1,612 total complaints in the last 3 years.
519 complaints closed in the last 12 months.