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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
08/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Consumer Cellular promised me that my phone and my wife's phones would both work using their service, set us up with sim cards and activated them on our existing cell phones, and then my wifes phone would never work on their service. She tried multiple times on the phone with their customer service and they even made her completely reset her phone (deleting all data on in) and still did not fix the problem. So then when I cancelled their service I expected to benefit from their 30 day guarantee and was told I would when cancelling on the phone. Over a month later I received a bill and a past due payment notice and was forced to pay or they would negatively impact my credit report. Instead the said that my account and my wifes were combined and since I had been able to use my account (even though I cancelled at the same time and my wife, within the 30 day window) they were still within their rights to charge me for my account and for my wifes account. It's not about the $$, but the scam
Business response
08/31/2021
BBB #********
*********** *** (#*********)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We made several attempts to speak to Mr. *** but unfortunately we were unable to reach him. *********** *** started service on 5/21/21 and cancelled on 6/15/21. Our Risk-Free Guarantee allows new customers to try our service and if they choose to cancel within the first 30 days or 500 MB of data use, whichever comes first, we will waive any service fees. This information is provided in our Start Here Guide included with all equipment purchases, including SIM-only orders, as well as throughout our website. Due to data usage, the customer is responsible for the invoice. As a courtesy, an adjustment has been made to the invoice. A partial refund has been applied back to the card of payment. 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,
VERONICA T.
CORPORATE RESOLUTION SPECIALIST
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.comInitial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Having been a Consumer Cellular customer for many years, suddenly on August 7th 2021, the data to my phone stopped working. On August 8th, I began calling CC for help. I wasted about an hour a day for the next 9 days, either sitting on hold or with an endless parade of incompetent support staff. Meanwhile, it was clear from the downdetector.com site that ALL of CC's ATT-network-based customers in the mid-Atlantic had the same problem. CC finally admitted they had a problem. On August 16th, a manager finally made an appointment for me at a local Target to get a T-Mobile-based SIM. That Target, and all others locally were out of stock. More wasted time. I fired CC for another provider then and there. Now CC wants to be paid for the lousy service they gave me, and for wasting my time. Outrageous!Business response
08/25/2021
August 24, 2021
BBB File No. ********
******* ********, Account No. *********
To Whom It May Concern,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular uses the networks of AT&T and T-Mobile to provide service to our customers. Recently, AT&T experienced an outage, which directly affected many customer’s ability to use mobile data in the mid-Atlantic. We have been working with AT&T to resolve this issue as quickly as possible and are very sorry for the frustration this has caused.
We have waived the balance due on Mr. ******* ********’s cancelled account and the account is now paid in full.
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,
Stephanie E.
Corporate Resolution Specialist
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.comCustomer response
08/25/2021
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
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried switching my cellular service to them. Drove 40 miles to the store twice to get switched. The first rep explained things well so I decided to go ahead. The second rep handled the transfer. A man had to come to my house as the transfer failed so no calls had been coming through to my device. Phone calls to consumer cellular failed to resolve the issue. The person was difficult as she kept asking the same questions over and over never succeeding in fixing the problem. So another 40 mile trip. It was then discovered the second in store rep had cancelled my phone number (one I’d had 10+ Years for both personal and business use). I opted to cancel the transfer of course. I obtained some help from the manager at the store yet I had the expense of hiring assistance to retrieve access to my many accounts. Many hours of lost time. Immeasurable business losses that cannot be figured. Additionally consumer cellular billed me for the less than 48 hours I had a non-functioning accouBusiness response
08/20/2021
August 20, 2021
BBB File No. ********
****** ********, Account No. *********
To Whom It May Concern,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers a Risk Free Guarantee (RFG) that allows new customers to try our service and if they choose to cancel within the first 30 days or 500 MB of data use (45 days or 500MB for AARP members), whichever comes first, we will waive any service fees. This information is provided on our website and can be accessed by clicking on “Try us risk-free with our 30 day money back guarantee”.
We are sorry to hear that Ms. ****** ******** experienced difficulties transferring her phone number to Consumer Cellular. Although Ms. ******** exceeded the 500MB of data use, as a courtesy, we have waived the balance due and her cancelled account is now paid in full.
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,
Stephanie E.
Corporate Resolution Specialist
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.comCustomer response
08/20/2021
Complaint: ********
I am rejecting this response because:I discussed this very thing with the woman yet she said I’d be billed which I was!
Sincerely,
****** ********Initial Complaint
08/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
See attachment.Business response
08/25/2021
August 24, 2021
BBB #********
*************************** (#*********)
Dear BBB,
Thank you for allowing us the opportunity to address the concerns raised by ********************. We are sorry to hear ******************** 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 the date of cancellation.
Further review shows that while one of the two numbers on this account was ported out on 5/29, the other remained active on the account and continued to be billed. However, as there was no usage on the account after the first line ported out to a new provide, as a courtesy, Consumer Cellular has agreed to waive the invoice that generated for service after 5/29. The **** that ******************** paid on 6/22/21 was for service in May and will count as the final balance. The **** due on 7/20 and 8/17 were not paid and have been waived. The account balance is now $0.00.
We appreciate this opportunity to address your concerns. Please let us know if we can assist you further. You are welcome to call our customer service department at **************.
Sincerely,
************
CORPORATE RESOLUTION Specialist
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.