Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,479 total complaints in the last 3 years.
440 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had an ****************** policy with Consumer Cellular for years. My Iphone became defective and Consumer Cellular's Allstate provider provided information that my warranty was not a valid policy due to being fulfilled like 2 years ago. Consumer Cellular have been charging me since then and I have been paying on this policy since then, possibly a year or more but the policy can not be used. So this is FRAUD.
Business Response
Date: 05/27/2022
May 27, 2022

BBB 17260000
************************* (#*********)

Dear BBB,

Thank you for contacting us regarding Mr. ************************* complaint and allowing the opportunity to respond. We apologize for any frustration caused by the Allstate charges on their account.

We have confirmed the Allstate protection plan was fulfilled after the most replacement claim was filed on 05/12/2021, however, the monthly fee for the protection continued. We have applied a credit for the monthly fee for the last 12 months, $72, which will be listed on their next 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.com
Customer Answer
Date: 05/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that Consumer Cellular are thieves!
They should refund the entire 60 month's of payments made to Allstate! Thieves, thieves, thieves and more thieves!
Sincerely,

*************************
Initial Complaint
Date:05/26/2022
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.
Credit card charge of $***** is in dispute on account #********* yet we received an email that we had a credit balance.. The total amount was paid yet the charge remains on my credit card. Request they credit my account for *****.
Business Response
Date: 05/26/2022
May 26, 2022

BBB 17257654
*****************************

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with the account holder and we have submitted a request to refund the $99.16 that shows on the account as a credit balance. Refund checks are printed each Friday and the customer should receive the check within 2-3 weeks.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 06/18/2022

Complaint: 17257654

I am rejecting this response because:
It has been 3 weeks with no response or check from Consumer Cellular.

I could never recommend them as a business.

Thank you very much for your support and assistance in resolving this matter.

Have a great day,
Del

Business Response
Date: 06/25/2022
June 25, 2022

BBB 17257654
*****************************

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the account holder on 5/26/2022 and we had requested a refund of the $99.16 on this date. Refund checks can take up to 2-3 weeks to be processed and sent out. The refund check was mailed out on 6/24/2022. We apologize for the delay and any frustration this may have caused.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 06/27/2022

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:05/25/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The internet service being provided for my phone and tablet, is 90% of the time completely unusable.The customer service solution provided me is to clear the cache and reboot the device.I consider this to be an extremely unworkable solution considering the many times a day I would need to take the time to do it.In addition that solution does not always fix the problem.
Business Response
Date: 06/03/2022
June 3, 2022

Hello BBB, we are working with our carrier and the customer to attempt to resolve their concerns, but need additional time. Can we request a 7 day extension, please?

Thank you!

************
Business Response
Date: 06/07/2022
June 7, 2022

BBB 17253040
******************* (#*****2852)

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 experiencing issues with their service. We attempted to reach **************, but we were unable to speak with them.

We filed an escalation ticket to our head carrier to check on the coverage in the customers area and there was a reported outage related to 4G data. This outage is most likely what was affecting the internet (data) on the customers phone and why it wasnt working consistently. The tower has been restored as of 6/3/2022. We also sent some updates to the customers devices to help them reconnect to the towers. The customer will need to power their devices completely off and back on again, then test their connection to the internet.

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:05/24/2022
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.
Over the weekend my moto e5 play cellphone stopped working because the battery was dead. I tried charging many times on the original charger. I could not obtain a different charger to try. I had this phone which I bought from them since January 2019. Eventually after many text messages, I was told I had to get a new phone. I was not allowed to ask a relative to order for me thru consumer cellular without authorization. I live far away from my closest relatives and I tried emailing them. I am a 74 year old senior citizen who needs the phone to go to the bank which is not close either to do banking. They claim their website is working but I have been try for several days to get on this website with my iPad which is up to date and working fine. I read complaints by consumers not being able to reach them.
Business Response
Date: 06/01/2022
June 1, 2022

BBB 17248727
********************* (#*****2715)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have corresponded with our customer in regard to them not being able to log in to their online account. We have confirmed that our website is working properly and provided the customer with some troubleshooting steps to try and resolve the error they were receiving. We did not hear back from the customer, however, they have purchased and activated a new phone.

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:05/21/2022
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 an iPhone Xr for my mother from Consumer Cellular. I paid for the phone 100% up front. When I tried to get it connected to the account I had difficulty. As a result I bought a different iPhone Xr with a different cellular service. Since then I have tried to connect the 1st Xr with a different company. Consumer Cellular will not unlock the phone. They claim I need to have it on the account for 180 days before they unlock it. WHY? It appears that although I paid full price for the phone I do not own it. They said by this time the phone is not eligible to return for a refund. I want the phone unlocked or I want my money back. My mother is deceased and I no longer need the phone.
Business Response
Date: 05/24/2022
May 24, 2022

BBB File No. 17239563
******** Jones Account No. *****4886

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers account, we are showing that the Apple iPhone XR was purchased on 9/25/20; as a result, we are unable to accept the phone back for a return.

The customers account was then canceled on 10/1/20 when the number was successfully transferred to another service provider. Per the wireless customer agreement, the Apple iPhone must be active on the account for 180-days to become eligible for unlocking it for use with another service provider. However, due to being a longtime customer, as a courtesy, we have unlocked the Apple iPhone XR as requested by the customer. We attempted to reach out to the customer and left a message on her voicemail. She has since called back thanking us for unlocking the Apple iPhone XR as she requested.

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:05/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spoke with Consumer Cellular Customer Support today. Customer Support person used sharp tactics to dispute and deny that Consumer Cellular cellular service was at fault for our data service interruption. Customer support person did not seem to understand the underlying concern was a data service problem which manifested after one of the phones on the account travelled from home in *******, ******** to ******************************************** and back again. Phone was using a Consumer Cellular **** SIM card. While in *******, iPhone only worked on hotel wi-fi. Upon returning to *******, the data stopped working over cellular service. Customer Support person said the problem was the iPhone 12 was not purchased through Consumer Cellular. When I challenged that assertion and restated that the problem with data manifested upon returning to ******* the Customer Support person became defensive and immediately denied she said the problem was that we hadnt purchased the iPhone through Consumer Cellular. She stated she understood the problem was a data service issue which manifested upon returning to ******* from *******. That exchange left me wondering if Customer Support personnel receive a bonus from Consumer Cellular for selling customers new phones? Otherwise this encounter with Consumer Cellular Customer Support makes no sense. For my part this was straight forward input about a service issue regarding Consumer Cellular data. My straightforward input resulted in what could be characterized as a sales pitch for a new phone from Customer Support, (i.e., sharp tactics to sell us an iPhone we dont need). Will be taking a closer look at *********** this week as a viable alternative to Consumer Cellular.
Business Response
Date: 05/21/2022
May 21, 2022

BBB 17235934
*******************************

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. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded ********************** concern to the appropriate department for further review and training.

Upon review, the phone number ending in **** has ported out to a new carrier as of 5/20/2022.

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:05/20/2022
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 have been having problem with my services. Its a little of static and echo every time I make a call or when I receive a call. I have contacted consumer cellular about the matter. And was told it was the brand new phone I transferred over from ***** I ended up purchasing a brand new iPhone. and the problem still wasn't resolved. I still has static in my phone and the echoing. Now im out of $1000 because of customer service pretty much guessed what the problem was.
Business Response
Date: 05/26/2022
May 26, 2022

BBB 17232729
***************************** (#*****4564)

Dear BBB,

Thank you for contacting us regarding Ms. ****** Landfairs complaint and allowing the opportunity to respond. We are sorry to hear ******************** is experiencing issues with their service. We attempted to contact them several times, but were unable to speak with the customer to help resolve their concerns.

There are several factors that can impact the signal strength, including the building materials of the home, trees/foliage, other buildings, bodies of water, as well as inclement weather, and the distance between your location and the tower.

The issue has continued with the activation of a new device, which could indicate the *** card is the cause of the poor connection. We recommend testing the phone with a new *** card, at no cost. To process an order for a new *** card, we will need to speak with ******************** and ask that they contact customer service at ************ and one of our representatives will be happy to help with the order.

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:05/19/2022
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.
On 4/13/2022, I called to cancel the account owned by my former husband, who passed away on 4/5/22. We were legally separated, and I was not responsible for his bills. Neither were any other members of my household. I called out of courtesy. Consumer Cellular representative offered that instead of cancelling the account, a member of our household could take over one of its 2 phone lines with an attractive monthly fee.. He said that the original owner's line would be cancelled, while the one, who takes over would stay on $15 talk only line. My young daughter asked what her first invoice would be if she took over the line. The Rep estimated that her first invoice would be around $20. At no point, did he tell me or my daughter that taking over the 2nd line would mean taking over the entire account, including its outstanding ****. If he told us the latter, we would have just cancelled the account. On May 3, 2022, US Cellular charged my daughter's account $35.86. There was an error in card processing that she did not know about until she received a letter to that effect from Consumer Cellular. She paid the full amount on May 13,2022, so as not to lose the service. When we started investigating why she was charged almost twice what the rep had said she would have to pay, it finally came out that they had her pay the outstanding balance of her estranged father. What essentially happened was that my young daughter, who had not had much experience with conmen and dishonest salesmen, was lured under false pretext into taking over the entire account with its outstanding balance. This is misleading and dishonest business practice. My daughter wants to be refunded for her father's balance , which she had no legal obligation to pay under the US law.
Business Response
Date: 05/25/2022
May 25, 2022

BBB 17232278
***************************** (#*****8112)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We attempted to speak with ********************** to discuss these concerns, but were unable to speak with them.

We are sorry for any confusion caused by this situation. We spoke with ********************** and her mother on 4/13/2022 regarding the takeover of the account. At that time, we indicated that we could move the account into her name in order for her to maintain her phone number; however, she would be responsible for all charges accrued for both lines through that date. ********************** agreed to this and we processed the change. Following this change, we confirmed again that the first invoice received in ************************ name would have a prorated charge for the second line through the date of the change. With that said, however, we did provide a credit of $5.50 to offset some of this invoice as a courtesy.

An invoice in the amount of $35.86 generated for service provided from 3/17/2022 through 4/16/2022, and contained this prorated additional line charge. This invoice fell due on 5/6/2022 and was paid shortly after. This balance is legitimate for service provided and, per the discussion at the time this account was taken over, ********************** was informed what would be included with this invoice prior to it generating. Due to this, we are unable to provide additional credit toward this invoice.

In regard to the mentioned negative experience with *********, we are very sorry to hear of this experience. We value our customers and want them to have the best experience with our customer service and products. We appreciate this situation being brought to our attention. This has been forwarded for further review and training.

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: 05/26/2022

Complaint: 17232278

I am rejecting this response because it states the facts incorrectly. The main point of the complaint was that the representative had not explained to my daughter that she would be taking over the entire account. He specifically said that the first line would be cancelled and that she would be picking up the second line only. He also specifically said that her first invoice would be around $20 for the talk-only line that she would be taking over. At no point did he explain to her that she would be taking over the entire account and its outstanding bills. In doing so, Consumer Cellular engaged in deceitful sales practices.

Sincerely,

*****************************
Initial Complaint
Date:05/19/2022
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 returned a phone to Consumer Cellular (CC) via Target in June 2021. I was given a return receipt to validate the transaction. I purchased a new phone at the same Target that day. I noticed my **** amount continued to be relatively high. Upon further investigation I identified that I was being charged for the old phone that I had returned in addition to the new phone. Around beginning of February 2022 I began calling CC to stop the deduction of the old phone, which was returned in June and receive reimbursement for the months deducted from my account. Representative after representative gave me the same run around. I faxed all the receipts and paperwork that confirmed the phone had been returned. After several more calls I was told I would only receive $40 in refund. This does not total all the money that has been deducted for almost a year now for a phone I have not had since June 2021. I was told by 3 CC representatives that someone would call me within 72hrs. Each time the72hr passed and no call. The last interaction with customer service was a rude individual that told me not to call back as someone would call me. Needless to say it has been almost 2 weeks. I want a full refund of the monies that they have taken out from June2021 to present as they are still taking payment out for a phone I have provided proof that I turned in.
Business Response
Date: 05/20/2022
May 20, 2022

BBB File No. 17223605
****** Middleton Account No. *****7293

To Whom It May *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px; background-color: rgb(255, 246, 217);">
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers account, we are showing that he purchased a ******** ************ on 6/21/21; however, we were not notified that the customer exchanged the phone for a different model phone. As a result, the customer was charged monthly for the purchase of the phone. When we received notification that he had returned the phone, the customer had paid $100.00 towards the purchase of the phone with a remaining charge of $40.00.

In order for us to cancel the EasyPay agreement, we applied the remaining $40.00 charge to the account balance and then applied a credit of $140.00 to the account balance. The customers invoice has since been processed for the balance due on 6/6/22. Due to the credit that was applied to the account balance, the customer has a remaining credit of $13.47. The customer will receive an invoice in the mail that will reflect the adjustments and credit applied to the account with a remaining credit of $13.47.

We called and spoke with the customer regarding his concerns and advised that a credit of $140.00 was applied towards the account balance and as a result, he doesnt have a balance due on 6/6/22 as the credit was applied towards the balance due. The customer is satisfied with this resolution. If there is anything further we can do to assist you or the customer, please do not hesitate to contact us.

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: 05/25/2022

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:05/18/2022
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.
Paid my phone **** late and with late fees.*********** #*********** $ ****** CASHED by CC..Can not reactivate phone cause being held from some *****************************)I am not paying who ever they are. No more money for outside of my financial position..Been ill with COVID 19. 4 months. (I'm alive)Wanted to reactivate, but ????Moving on Respectfully *******************
Business Response
Date: 05/19/2022
May 19, 2022

BBB File No. 17217246
**** Jones Account No. *********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final **** for service through the cancellation date.

Mr. ******************* account was suspended for non-payment on 9/25/21 and subsequently cancelled on 11/24/21. As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency ******************* Services (PCS) on 12/07/21. On 3/25/22, payment of $135.00 was received and immediately forwarded to PCS.

When an account is moved to PCS, the entire account - including the balance owed - is transferred. For all payments, arrangements, negotiations or questions about the balance, ************** will need to contact PCS at ************** as Consumer Cellular no longer owns this debt.

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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