ComplaintsforConsumer Cellular

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to switch from ******* to Consumer Cellular for cell phone service. When I switched to Consumer Cellular I purchased a new iPhone SE from them. After only a couple of days I was dissatisfied with their cellular service however I wasn't concerned because of Consumer Cellular's 100% money back guarantee.After trying to activate my service with ******* I was told that I would have to call Consumer Cellular and have them unlock my new phone.Today I called Consumer Cellular to request that they unlock my phone and was told that I couldn't unlock it for 180 days and if I wanted it unlocked sooner there would be a fee of $120. I wasn't happy about paying what seemed like an unnecessary fee but worse yet was the fact that they said it could take 24 to 48 hours to unlock it.I feel that this information should be brought to my attention when I purchased the phone from them.My impression is that this company is terrible and people should be warned before doing business with them.

  

  Business response

  09/07/2021

  BBB File No. 15824951
  ***************************** Account No. *********
  
  
  To Whom It *************** 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. Included with all equipment purchases is a copy of the Wireless Customer Agreement. In section 3.1 of the agreement, it states If you bought a Device from **********************, it may have been programmed with a SIM lock, which will prevent it from operating with other compatible wireless telephone carriers services. If you wish to use this Device with the service of another wireless telephone carrier, you must enter an unlock code. Consumer Cellular will provide the unlock code upon request, provided that you meet certain 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 Cellulars 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) Consumer Cellular may allow you to pay a fee in lieu of the above criteria.
  
  We have spoken with ******************** and he has agreed to pay the $120.00 unlocking fee. Since the request to unlock a phone early must be escalated, the request can take up to ***** hours to process. However, the customers request was process within the same day.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  
  **************
  CORPORATE RESOLUTION Specialist
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/04/21, I began having serious dropped call issues with my iphone 7+. Each time I called Consumer Cellular for assistance, I would get disconnected. So I went to the **** ***** and bought service through them. The **** rep suggested I purchase a new phone through Target because it was cheaper. So I purchased a new Apple XR on my credit card and the Target sales person rang it up as a Consumer Cellular phone accidentally during our conversation. I took the new phone to **** to give to the sales rep. He said that my iphone 7+ would work perfectly on their service so I returned the Apple XR to Target and got my money back. When the **** rep pulled up my record, it showed that I opened a new contract with Consumer Cellular and now I owed them $388.40. Also CCell wouldn't allow me to have my phone number back. So I had to request a PIN number to get my phone number back. Then Consumer Cellular withdrew $388.40 from my bank without my permission and continues to send me bills.

  

  Business response

  09/07/2021

  BBB File No. ********
  ****** ************ Account No. *********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 2/4/2021, Ms. ************ purchased a phone using our EasyPay option. The total cost of the phone was $349.99. The customer paid $9.99 of that at the time and the remaining $340.00 was put onto the EasyPay plan to be paid in installments.
  
  On 2/6/2021, the customer canceled her account with us when her number was transferred to another provider. We released the number to the other provider. The balance of $340.00 that was owed on the EasyPay became due immediately.
  
  On 2/26/2021, the customer contacted us and stated that she had returned the iPhone to Target. The payment for the final invoice and the remaining EasyPay balance had already been collected via our AutoPay processor. We advised her that we would research this. Our billing department attempted to contact her via phone and by email numerous times to get additional information. We needed a copy of her return receipt.
  
  On 3/2/2021, the customer contacted us and we requested a copy of the receipt. We received the receipt on 3/4/2021. We promptly sent it to our retail department to have them research it to see if the phone had, in fact, been returned to Target. They confirmed that it had been. We processed a refund to the customer for $340.00 back to her card ending in 0509 on 3/5/2021. She had already received a refund for the $9.99 she had paid at Target, from the retail location.
  
  On 3/8/2021, we received a notice that the customer was disputing a credit card charge in the amount of $388.40. It is our policy to immediately refund the funds to the customer, whether or not the charge was valid. We refunded $388.40 to the customer and added it to the account as a balance owed. A $5.00 late fee was also assessed. Since then, an additional $5.00 late fee has also accrued.
  
  The end result is that the customer has received $728.40 in refunds when she was only due $340.00. This leaves a balance owed of $388.40 plus the two $5.00 late fees for a total of $398.40.
  
  On 6/25/21, we received notification from the credit card company that the chargeback was reversed and a credit of $388.40 was applied to the account balance. The customer then processed a payment of $68.40 on 7/6/21 for services and usage bringing the account to a zero balance. A final invoice was mailed to the customer reflecting the credit applied and the payment received reflecting a zero balance due.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  
  JULIA S.
  CORPORATE RESOLUTION Specialist
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

  Customer response

  09/14/2021

  
  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

  08/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Very poor customer service. Had cell phone obtained GrandPad for disabled sister. She did not use the GrandPad, too restrictive, could not add apps she needed. Cancelled this. Paid account, billed for additional charges. Paid account, billed for additional charges. Paid phone ****, and paid off new cell phone. Billed for additional charges. Contacted customer service about additional charges. Told her I was going to check out other cell companies with better customer service. She cancelled my account on the spot, when I complained, my new apple cell phone was locked up. I was told I had to keep account open for 180 days because of their contract with Apple. Need phone because I am my disabled sisters care giver. She was not able to reach me for 2 days when needed. Had very basic services restored. But being held hostage for 2 more months.

  

  Business response

  09/07/2021

  September 4, 2021
  
  
  BBB, 15811039
  ************************* (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Unfortunately, we were unable to speak with the customer. We are sorry to hear ************** Wishes to leave Consumer Cellular and for any frustration, this has caused, and are happy to address their concerns.
  
  Traditionally, iPhones can be unlocked for accounts in good standing and after 180-days of active service. Because we want to help, we have registered **************** iPhone as carrier unlocked in lieu of the 180-day time frame. To use the phone with another carrier, the rest of the unlock process is done in the phone itself. For their convenience, here is a link to the Apple Support page with step-by-step instructions to unlock the device: https://support.apple.com/en-us/HT201328. 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,
  
  
  ***********************
  Resolution Specialist
  T ************ F ************
  ***********************************************
  www.ConsumerCellular.com

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service on August 13th receive a confirmation email that I will be charged a prorated amount.I was charged 63 dollars for an line that i had no usage for that cycle. Previously when I overuse my original plan which was $40 I was automatically upgraded to a higher plan I agree to this since I was still using the phone at the time but for the last 21 days there was no usage on this line and I'm still charged the highest amount.I am on a fixed income as to I have disabilities I went with Consumer Cellular because of AARP- this is awful i dont have money to give away. I'm not understanding for some reason I have no usage on my account and I'm still charged $63.59.Please help acct-********

  

  Business response

  09/07/2021

  September 2, 2021
  
  
  BBB, 15802464
  ***************************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, we were not able to reach the customer. We are sorry to hear Ms. ****** is frustrated with the balance on the closed Consumer Cellular account and we are happy to explain. Consumer Cellular is not a prepaid service. We **** in arrears for service and usage. Because we **** in arrears an outstanding balance was left on the account through 8/13/21, the date of cancellation.
  
  As **************** did not use the full plan purchased, as a courtesy, we placed a $26.74 credit on your account. We have requested a refund for the funds and the customer should receive the refund back to the card on file or 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,
  
  
  ***********************
  Resolution Specialist
  T ************ F ************
  ***********************************************
  www.ConsumerCellular.com

• Initial Complaint

  08/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  IPHONE IS FULLY PAID IN FULL AND REQUESTING UNLOCK IMEI ***************

  

  Business response

  09/07/2021

  BBB File No. 15802891
  ***********************
  
  
  To Whom It *************** 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. Unfortunately, we are unable to locate an account based on the information provided. We attempted to contact the customer at the number provided; however, we were advised that the number is wrong.
  
  Before we can consider unlocking the Apple iPhone, we must locate an account and confirm that it is eligible to be unlocked. Please have the customer contact us at the number below with the account number or cell phone number for the account so we can better assist regarding the customers request.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  
  **************
  CORPORATE RESOLUTION Specialist
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer Cellular did not honor my protection plan I pay for on my phone. Th phone was defective and was told by Consumer Cellular to return it and I would receive a new one under on protection plan. They charged me additional CC &****** on Aug 7 for the new phone that was under warranty. I was told it was for scratch on the phone and to go to Target and verify that there was on scratch on the phone, which I did have **** at Target Consumer Cell. verify there was not scratch on the phone, he confirmed with consumer cellular, but they still will not honor my warranty that I'm paying for on the phone

  

  Business response

  09/07/2021

  BBB #********
  ************************* (#*********)
  
  
  Dear BBB,
  
  Thank you for this opportunity to address *********** concern. We are sorry for any frustration this has caused. As discussed, the customers concerns have been addressed. Our return policy is that all equipment must be returned in like-new condition to be eligible for a refund. This is in line with industry standards for cellular providers and other similar retailers.  We take photos of every phone that is returned to us as soon as we receive it, and as you will see from the photos attached here, the phone had scratches on it when we received it. 
  
  Over 95% of the equipment that is returned to Consumer Cellular and inspected, with the same methods that were used to inspect the customers phone, are accepted and processed successfully. We strive to please as many of our customers as we can and give ***** to our policies when possible; however, we were unable to overlook the scratches that are present on the phone.
  
  Although the scratches may be cosmetic, and unrelated to cause issues with the use of the phone, the scratches supersede the manufacturer defect which, causes the device to not be allowed as an exchange under the warranty. We are sorry that we were not able to take back the 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,
  
  
  ***********************
  Resolution Specialist
  T ************ F ************
  ***********************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have two phone lines with this company, both carrying data plans. Over the past 3-4 weeks, I have noticed that the data is not working, and I can only use my cellphones at home on WIFI or in places where I can sign on to public WIFI (not a safe practice). I have spent hours on the phone with Consumer Cellular and have been told all kinds of misinformation - cellular towers don't support my phone (it's NEW!), or that I do have data. The reps have asked me to "go to the window" (this lack of data also occurs outside). I called again this morning, hoping to find someone with some real knowledge. The person allegedly put me on hold to "get help" but instead threw me back into the queue for me to receive yet another call-back in 15 minutes. I have tried for days to get this resolved. I am paying for data that doesn't work. Therefore, I am paying for services not delivered.

  

  Business response

  09/07/2021

  Better Business Bureau                  File No. ********
  ********* *********            Account No. *********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing Ms. ********* *********’s account, we found that the customer was affected by a large data outage due to an outage reported by AT&T which affected customers in the region and the ability to use the cellular data network. As a troubleshooting step, we ordered two new SIM cards and switched the customer from the AT&T network to the T-Mobile network. According to the customer, the network change has resolved her concerns and both devices are able to successfully access the data.
  
  However, the customer advised that her primary concern was regarding the incorrect information she was provided during her previous calls. She is disappointed in the number of calls it took to get to a representative who was able to resolve her issue immediately. She also has requested that Consumer Cellular implement something that notifies customers of known outages in the regions so the customer is aware of possible service issues. The customer’s concerns and suggestions have been forwarded to the appropriate departments for further review and handling. 
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  
  JULIA S.
  CORPORATE RESOLUTION SPECIALIST
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

  Customer response

  09/07/2021

  
  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

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone drops calls , recieves call messages too long after being sent to be of any value !!!Tried contacting but phone drops calls , also don't want my SS# to be necessary for contact

  

  Business response

  09/02/2021

  BBB #********
  ***************************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We understand how frustrating it is to have no service and that this can cause delays in notifications. We have attempted to reach the customer to assist with troubleshooting service issues, but have been unable to reach them. Please have ***************************** call back to customer service from a working phone at ************, and well be happy to assist further.
  
  Consumer Cellular uses the last 4 of our customer's SSN to secure their accounts and prevent access by unauthorized users. If a customer would like, they may add a security passcode to their account which may be verified instead of the last 4 of a customers SSN. However, the automated system that preauthorizes accounts when a customer calls in for customer service will still require the last 4 of a customers SSN. This can be bypassed by entering the wrong SSN 3 times in order to be transferred to an agent without being authorized into the account so that an agent may manually authorize the customer using the security passcode. To add a security passcode to an account, please call customer service at ************.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  ************
  CORPORATE RESOLUTION Specialist
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  09/03/2021

   
  Complaint: 15798148
  
  I am rejecting this response because: The Social Security Number is not needed and the Social ************* tells me so. also no response to address the lost/ dropped calls 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/14/2021

  
  September 14, 2021
  
  
  BBB Rebuttal #********
  ***************************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We were able to contact ***************************** via email and explain further about Consumer Cellulars policies regarding the *** and the Security Passcode and the customer is now satisfied with our explanation.
  
  ***************************** also provided us with his home address, as we only had a PO Box on file. Once we were able to check the coverage at ******* Carrolls physical location, we found that he lives in a moderate coverage area where only minimal reception is available, and the customer would have to travel away from home into a more populated area in order to receive a stronger signal. This being the case, we recommend using a landline for home phone service and keeping the cell phone just for while traveling.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  ************
  CORPORATE RESOLUTION Specialist
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  09/16/2021

   
  Complaint: 15798148
  
  I am rejecting this response because: I just want a chance to document that Consumer Cellular sold me service knowing I live in an area that has no cell phone reception and would like me to continue using their celll phone service knowing it would only work for me 5% of the time you can close this complaint I am satisfied CC can't do anything to resolve my issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a phone account with 4 lines. Plan says unlimited text, voice, and data. About a week ago. one line was shut down totally, and data was shut down to all 4, My bill has been current. I have called them several times with no resolution. I am told there is a data hold but they don't know why. They "can't see it". I was told all I could do is wait and see what happens. I am disabled and need to video chat with my physician. My nephew needs his to video connect during a child custody issue. This is a terrible, incompetent company.

  

  Business response

  08/26/2021

  August 25, 2021
  
  
  BBB #********
  ***** ****** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding Mr. ***** ******’s complaint and allowing the opportunity to respond. We were able to speak with our customer, but could not resolve this situation.
  
  With unlimited data plans, there are no limits to the amount of data a customer can use, however, 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 35GB of data in a billing cycle, their data speed will be reduced, however, customers do have the option to purchase up to an additional 20GB of LTE speed data in 10GB increments. Once 55GB of data has been used, the data speed will be reduced until the beginning of the next billing cycle. For the customer’s protection, if an extreme amount of data use is reported in a short amount of time, data may be disabled. The data access on Mr. Bailey’s account is currently disabled due to high usage, once the new billing period begins, 09/01/2021, this feature can be restored.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  ALEDA V.

  Customer response

  08/27/2021

  
  Complaint: ********
  
  I am rejecting this response because: As of today 8-27, my usage ACCORDING TO CONSUMER CELLULARS SITE, shows to be 10.05 gig of unlimited. For several days I have been told of "pending" data that no one can determine what it is.  Data was disabled across all 4 lines on my plan.  Not just one.  As far as standard across the business data usage restrictions, nowhere on their advertising is this plain.  These people are misleading, and dishonest. 

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

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A NEW CELL PHONE FROM CONSUMER CELLULAR IN JULY 2021. THEY OVER CHARGED MY PHONE **** THIS MONTH, FOR REASONS THAT MAKE NO SENSE AND/OR ARE INCORRECT. I CHANGED MY SERVICE TO XFINITY, TODAY. CONSUMER CELLULAR HAD MY PHONE LOCKED; SAID I HAD TO PAY THEM $120.00.BECAUSE I HAD NOT HAD MY PHONE SERVICE WITH THEM LONG ENOUGH TO CHANGE MY CARRIER WITHOUT PAYING THEM A PENILITY OF $120.00 I DID NOT SEE THIS DISCLOSURED WHEN PURCHISING MY PHONE! I AGREED TO SEND MY PHONE BACK, AND GET MY PURCHASE PRICE OF $265.00 REFUNDED. I HAD TO PAY XFINITY $423.99 FOR THE EXACT PHONE. I FEEL I HAVE BEEN RIPPED OFF BY CONSUMER CELLULAR. I REGRET HAVING DONE BUSINESS WITH THEM!

  

  Business response

  08/25/2021

  August 24, 2021
  
  
  BBB #********
  ***************** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We are sorry to hear that ************** is upset about the increase in his bills. Consumer Cellular's service and plans are based on usage.  Information about this can be located on our website at https-//www.consumercellular.com/WhyUs under No Overage Fees.  When our customer exceeds the usage on the plan, rather than charge overage fees, the plan is increased to accommodate the usage and the customer is notified of the increase. 
  
  As we have no contracts our customers can change their plan as often as they would like through the last day of the billing cycle. This means the customer can move their plan up and down to meet their needs up until the last day of use. After the service is used, the invoice is generated. Additionally, if you exceed the plan you have chosen, rather than charge large overage fees, Consumer Cellular moves you to the next available plan to meet the phone usage. We notify our customers when they are nearing plan limits and when the plan is changed.
  
  We are sorry to hear ************** is frustrated by the lock status on his iPhone and any confusion caused by our policy. The iPhone was purchased in 7/14/21. Devices purchased through Consumer Cellular contain our getting started guide with a copy of the wireless user agreement. The wireless user agreement outlines the lock policy for the device.
  
  As outlined in the agreement, Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. For a device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must be active on Consumer Cellulars service for at least six months, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. As **************** phone was not in service for 6 months, but was within the 45-day extended AARP member Risk-Free Guarantee, the phone was set up to be returned to Consumer Cellular in like-new condition for a full refund instead.
  
  We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.
  
  Sincerely,
  ************
  CORPORATE RESOLUTION Specialist
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

  Customer response

  08/25/2021

   
  Complaint: 15787000
  
  I am rejecting this response because:
  
  Sincerely,
  Max Davis  I CHARGED   $265.00 FOR MY PNONE  **** CARD.  MY **** WAS DEDCUTED FROM MY CHECKUNG ACCOUT SO MY ACCOUNT WAS AWAY IN GOOD STANDING.  THE DISCLOSURE RULES SHOULD BE IN *********;ETERS  NOT HIDDEN .  I AM RETURNING MY PHONE FOR A FULL REFUND.  THE AGENT I TALKED WITH SUNDAY NIFGHT TOLD ME THAT ALL CELL PHONE COMAPNYS DO THIS.  I CHANGED TOP XFINITY.  THEY DON'T DO THIS SORT OF THING. 

   

  I HSOULD HAVE SEEN CONSUMER CELLULAR'S 1 STAR RATING.

   

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

*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. ↩