ComplaintsforConsumer Cellular

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Approximate dates, the start of this issue 07/22/24 end date trying to resolve issue 07/24/24. Signed up with consumer cellular for 3 lines of service. Checked online if our 3 phones were compatible showed yes, the phones are compatible. spoke with agent on 07/22/24 per agent all phones compatible. spoke with agent on 07/23/24 per agent all phones are compatible. had trouble with one phone making and receiving calls on 07/24/24 advised by agent and 2 supervisors' phone is not compatible we must buy a new phone from them. This is a scam to force customers to spend money on new phones after they accept and set up service. Per supervisor there was no way for the computer system or agents to know if a phone is compatible or not until a customer sets up service. My husband and I are elderly and disabled with many health problems. We must have a phone for emergencies. Consumer cellular has left us with no way to call for help. we now must find a new cell phone provider until than we are out of luck.

  

  Business response

  07/26/2024

  July 26, 2024
  
  BBB 22040468
  ******************************* *****2715
   
  
  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 and any frustration regarding switching over and finding that their device is not compatible after being assured it was compatible with our service. In many cases, a customer can bring their own phone or device to our service. If the device is 4G LTE, VoLTE compatible, unlocked, and GSM, we are more than happy to try it. However, while our **************** representatives do all they can to help solve problems, we cannot guarantee that every device model can be configured with our service,even if the device model may be compatible.
  
  If ********* chooses to purchase a new device, we can apply a $25 credit to their Consumer Cellular account. To upgrade their device, ******************************* may contact our customer support number at ************.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  07/26/2024

   
  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

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have three lines with Consumer Cellular. One is my office/business line which I use to receive client calls in **. The 2nd and 3rd lines are for my kids' cell phones. About a month ago, while planning a family trip to *****, I learned the following info on Consumer Cellular's website and through speaking with its customer service rep: *********************** phones do not work in *****. They become an iPad where you can connect to Wifi to browse internet or stream videos. Consumer Cellular phone international plan and rates have to be purchased at least two weeks before departure. Once the plan is activated, each phone has up to $100 worth of international calling and texting. The rate is $0.12/text or $0.12/min for each call. You get billed for whatever you use but only up to $100 in total for each phone. To activate the international calling and texting, call ************ " When I was signing up for TWO international data plans for my kids' two cell phones with Consumer Cellular, I was told that each line would be capped at $75 in total for the international texting and calling and the kids cannot go over the capped amount. Once they reach the $75, they could not receive or send any more texts or make phone calls internationally. Feeling assured by this information, I signed up for these plans. However, when we were abroad, one of the kids' phones never had any cellular or data connection. The data plan simply did not work for that phone. When I returned to **, I learnt that my phone bill for the 15 days we were abroad was over $400. When I contacted Consumer Cellular, I was told that they put one of the international plans to my business/office line which I never used in *****. They refused to modify the bill and insist that I pay the full amount. I am disputing this bill as I never received the agreed service and believe Consumer Cellular had mispresented their pricing and services. Their refusal to acknowledge their mistake is a violation of consumer law.

  

  Business response

  07/24/2024

  July 24, 2024
  
  BBB 22028769
  ***************** (#XXXXX6811)
  
  
  Dear BBB,
  
  Thank you for allowing us the opportunity to address ********************* concerns. We are sorry to hear international services did not meet their needs. We attempted to contact the customer. Unfortunately, we were not able to speak with them. 
  
  The customer spoke with a representative over the phone and requested we add international roaming from 6/25/2024 to 7/5/2024. Once Consumer Cellular added international roaming on 6/25/2024, a notice was sent to the email on file outlining the service feature added to the device. The email forwarded contained the following with a link for additional information.
  
  Be aware that international roaming rates vary and can range from $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message sent or received, and $0.10 - $0.40 per MB of data usage. More info here.
  
  To help protect you from excessive charges, international roaming will be disabled once we have been alerted that you have reached $150.00 in international charges. There may be delays in our receiving of this information, so the total expense can exceed $150.00 before we disable the service. If you are still traveling and need to continue using your service at that point, you will need to contact us to reactivate international roaming.
  
  Additionally, international use is addressed in 4.5.6 of Consumer Cellular's end-user agreement.
  
  International data rates apply to all data usage outside the U.S., *********** and ******************* (hereinafter "U.S.V.I."), including accessing cloud-based services to upload/download/stream content. Many Devices transmit and receive data messages without user intervention and can generate unexpected charges when powered "on" outside *****************, *********** and U.S.V.I. To prevent these charges, you should disable cellular data when traveling."
  
  Regarding international charges, we reviewed the call and found that Consumer Cellular provided the customer with the correct expectations. However, regrettably, international roaming was added to *1888 and not *1893. We are sorry for this error and as the customer did agree to $150.00 international roaming charges, we have issued a credit of $127.83. The remaining charge for international roaming is $150.00
  
  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.com
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My dad passed 5/2/2024. We cancelled service via consumer cellular chat on or around 5/15/2024. We never got a bill until we got a collection notice. We called to discuss the charges and offered a death certificate. They have no record of the chat where we cancelled services and will not waive the charges.

  

  Business response

  07/24/2024

  July 24, 2024
  
  
  BBB 22027630
  ************************* for *********************** (#****490)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of ***************** passing and wish to express our condolences to their family during this difficult time.
  
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.  Reviewing the account, we received a request to cancel one line on the account by chat on 05/19/2024; however, the account remained active due to having another line, and we received no request to cancel the additional line or the account.  The account was suspended for non-payment on 06/30/2024, with a total amount due of $135.67.
  
  Because we want to help our customers family and thank them for being part of the Consumer Cellular family since 2006, we stepped outside of policy and waived all charges, and the closed account is paid in full.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can assist.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  07/24/2024

   
  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.  Thank you for taking swift action to resolve the issue.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started receiving ads from this company with no return address on the envelope, so I cannot send them notice to stop. I am on a "do not contact" list, and I want these mailings stopped.

  

  Business response

  07/23/2024

  July 23, 2024
   
  BBB 22018931
  *********************
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. We have removed ********************** name and address from our mailing list.
   
  Please know it can take 2-4 weeks for all our systems to be updated. It is possible that the customer may receive additional marketing materials while all systems are updated. If ********************* is a member of AARP, they may receive promotional material for our services through AARP and will need to reach out to AARP directly to be removed from their mailing lists.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  07/24/2024

   
  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

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for about ten years with no issues or problems. I had voice service only, I had texting turned off. Recently I requested my texting to be turned back on, and on my first bill afterward, my bill was about 33% higher. I called the company to find out what was going on, and they said they had changed me to a different plan and would now charge me $5.00 per month for a paper bill and an additional $5.00 for texting to be turned on. I told them that that was not my understanding, and that I wanted my original plan back, and after I spent many hours on the phone with them, they said they would put me back on the old plan. However, today they suspended my phone service without any notice because they say I owe them $5.00 (a second email said I owed them $36.) I presently have no way to contact emergency, medical or security services. This is an extremely oppressive predatory practice on elderly seniors and they should be harshly reprimended. My bank recommended that they issue me a new credit card because Consumer Cellular billed me for the unauthorized charge of $5.00. Their "security" system for their customer service and on-line account service is ****** complicated and oppressive. They forced me to give them my social security number before their customer service would help me. I just want to back on the program that I had with them for 10 years, but the action by consumer cellular is uncalled for and disproportional to the issue that supposedly was already resolved. Very poor customer service and predatory action by ********************** against seniors. AARP should not be endorsing this company. I have also filed a complaint with AARP. In addition, Consumer Cellular does not use modern technology to block scam phone calls, I receive about 10 scam calls every day.

  

  Business response

  07/23/2024

  July 23, 2024
  
  BBB #********
  ********************************* (#XXXXX5511)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Mr. ********** concerns regarding recent plan changes. 
   
  While we cannot revert to the previous plan ********************** had, the new price plan is $15.00 per month before tax for unlimited talk minutes. The previous price plan was $20.00 per month before tax for unlimited talk minutes. 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. Any plan changes would result in being moved to our new price plan that includes this $5.00 convenience fee. This fee is waived when enrolled in our AutoPay program and electronic billing. Should ********************** wish to add AutoPay and electronic billing to avoid the $5.00 convenience fee, our customer service team would be happy to help. 
  
  Mr. ****************** was recently suspended due to a chargeback received on 6/29/2024. The chargeback was $5.00. The chargeback caused the account to become past due and suspended for non-payment. The total amount that was due when the chargeback was processed was $36.26, which included the chargeback and chargeback fee as well as the amount that was due from the most recent invoice. 
   
  When ********************** recently contacted us, he could not provide the security *** associated with the account. We attempted several verification methods, including sending a text message to the phone, sending an e-mail to the e-mail address on file, and checking the active device IMEI; all these methods failed, so we needed to use alternative options for verification. We are sorry to hear of the frustrations encountered during the verification process. Account verification is not only mandated but is necessary to ensure account security. Once a security *** has been set on the account, extended verification methods are not required. If the *** has been forgotten, we would need to reset the *** on the account, typically by sending a text message to the phone.
  
  Consumer Cellular uses the AT&T network for our services. AT&T abides by the STIR/SHAKEN regulations set by the **** which means that a significant number of robocalls and potential scam calls will be blocked before they can get through. However, not every potential scam or spam call will be caught. We recommend safeguards such as only answering calls from recognized numbers and ensuring that phone numbers where these calls are received are added to the National Do Not Call Registry. Smartphones also offer more robust blocking and filtering options. 
  
  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

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a phone service a *****11 I phone and ***** care policy all through consumer cellular since July 2022 I have not been able to use any of these services since October 2023 .I have called Consumer cellular over and over again to get this issue resolved. I continue to get the run around while I have continued to pay this company for cell service that I cant use.Nor a phone I cannot use and insurance policy to fix phone I cannot use. I finally called to cancel in June of 2024 stating I havent used the phone since October of 2023 and Iam tired of being automatically charged every month .I spoke to two different representatives from consumer cellular on the phone and told me if I cancelled I would have to pay almost 300. just for the phone because it wasnt paid off.my best bet would be to fix the phone through their policy and continue until at least until the phone was paid off.I said okay sounds fair Fast forward to July 18 I spoke to Consumer Cellular rep and she told me just pay the ***** you have left on the phone and call it good and we will shut your service off or she could sell me yet another phone after I pay the ***** off then she said said its not their fault I am having trouble getting phone fixed because its a third party.I then I asked her why the month before I was told I owed almost ****** on the phone and one month later it is *****owed on the phone I have got the total run around no help and have asked for help since Oct 2023 and have been caught in a catch 22 with Consumer Cellular and the policy they sold me in case the phone get dropped.I have paid over ****** for phone services since October 2023 that I have been unable to use and no help fixing the problem not to mention the rudeness and lies I have been fed by the representatives of this company.Each time I call this company I have a different representative telling me how to solve the problem which never works and all the while I cant use the phone or service .*****************************

  

  Business response

  07/27/2024

  July 27, 2024
  
  BBB File No. 22011467
  ***************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the frustration the customer has experienced with their iPhone 11. The customer has an active AppleCare+ plan on their device. AppleCare+ for Apple devices extends the warranty coverage from the original purchase date of the Apple device and allows unlimited incidents of accidental damage coverage for as long as the policy is active. The deductible for screen damage is $29.00 plus tax and $99.00 plus tax for any other damage. In addition, AppleCare+ offers 24/7 priority access to Apple experts by chat or phone through getsupport.apple.com. Customers can obtain their AppleCare+ agreement number by contacting customer service at ************. Customers can find more information on Apples website at **************************************. Customers can file a claim online at support.apple.com or by calling 800-APL-CARE *************).
  
  The remaining balance due on the EasyPay plan for the iPhone 11 is $40.00. As ***************************** purchased the iPhone 11 on 9/18/22, she will need to contact AppleCare+ for assistance with repairing or replacing the device. As a courtesy, we have waived the monthly service fees on the last six invoices and the account now has a credit balance of $122.56. We have submitted a refund request for this amount. Refund checks are printed each Friday, however, refund research can take up to three 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 response

  07/28/2024

   
  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

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2, 2024, my phone went black. I could hear it ring but I couldn't answer it nor could I make any calls. I had been dealing with the company with phone issues for the past few months but none like this. I got another phone with a different company because I am a 100% disabled vet and I couldn't call 911 if I needed it. They want to charge me a $60 early termination fee on my final bill and I think it's unfair because they couldn't help me. I needed a phone and they were talking weeks to resolve the issue.

  

  Business response

  07/27/2024

  July 27, 2024
  
  BBB File No. 22009856
  *************************** (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.
  
  *************************** purchased the Consumer Cellular IRIS Connect using EasyPay on 3/22/24. EasyPay is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.
  
  The customers account was immediately cancelled when their line ported out to their new service provider on 7/02/24 before all troubleshooting steps were completed for possible warranty replacement. As a courtesy, we have waived the final invoice. The balance due is now $100.09; $60.00 for the EasyPay balance and $40.09 for the service dates of 5/25/24 6/24/24. As significant usage reported through 6/24/24, the charges remain valid.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

  Customer response

  07/30/2024

   
  Complaint: 22009856
  
  I am rejecting this response because: I was unable to use my telephone to even call 911 if needed. I am a 100% disabled vet and could not be without a phone for the amount of time they were requiring. I feel they should remove the $60 from the final bill.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company cares more about payment than the fact that 1 of their customers cannot make or accept phone calls. Was ready to pay the phone out right. I have 2 more payments on my phone then we will be looking for another company that will help the customers instead of looking for money.

  

  Business response

  07/20/2024

  July 20, 2024
   
  BBB/22008409
  ******************************** (#*****0662)
   
   
  Dear BBB,
   
  Thank you for reaching out to us about this complaint and giving us the chance to respond. We have had multiple discussions with ****** regarding their complaint.
   
  We understand that ******************* not be satisfied with our response, but our stance remains unchanged. Once *************************** their outstanding balance of $142.65, we will be happy to help them purchase 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

  Customer response

  07/22/2024

   
  Complaint: 22008409
  
  I am rejecting this response because: Consumer cellular only cares about the bill of ****** when I tried to explain,

  that my husband cannot receive or make calls on his phone, was willing to outright buy a new phone, but ******, only wanted to hear that the bill was going to be paid in full. 

  My response was that I have 2 more payments on the 1200 & iphone. that i bought and this company NEVER told me how much the phone was.

  I will be finding a new company that cares about the customer. I will not accept nothing other than a phone call from either the ceo or the cceo. 

  I was willing to pay off the 149 plus a 400 & phone but I guess the customer service is only concerned about their pay check, not helping the long term customers like my family. PATHETIC HOW YOU TREAT THE ELDERLY NOTHING LIKE YOUR COMMERCIALS.

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 2024 to present I continue to receive a "Bill" and harassing phone calls from CONSUMER CELLULAR in the amount of $80.64. I am disputing these charges because this plan was for my father who has passed away in February 2024. I spoke with a few representatives to inform them and I still continue to get notices, calls and they also increase the amount. "AS ADVERTISED" there should be any CONTRACT!! I don't need this phone for any other purpose besides for my father who is deceased. I want ALL CHARGES REVERSED TO $0.00 AND ANY NEGATIVE CREDIT REPORTS to be Reversed or Restored as well!!

  

  Business response

  07/20/2024

  July 20, 2024
  
  BBB/22004471
  ************************************** (#*****2320)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach ************ regarding her account and have been unable to reach her.
  
  ************ contacted us on 5/24/24 after we had suspended her account for non-payment on 5/16/24. At that time, she requested to cancel her service. We want to clarify that we bill for services and usage in arrears, similar to a utility company, and we are not a prepaid provider. The service is month-to-month, and an account remains active until we receive a request to cancel the service or until the phone number is transferred to another provider. When an account is closed, there will be a final bill for service through the cancellation date. This information was provided to ************ at the time of cancellation.
  
  The account's final balance was $75.64, but a late fee of $5 was added, bringing the balance to $80.64. The billing dates for this period were from 2/22/2024 through 5/16/24, when the account was suspended. Upon reviewing the usage and request, a one-time courtesy credit of $55.95 has been provided. As a result, the final balance on the account is now $24.69.
  
  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

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Consumer Cellular sold me a flip phone 2 and I purchased the insurance they suggested. The phone went bad and it had a recall. Consumer would not replace the phone and they said the insurance company would replace it. The phone also had a 1 year warranty on it. Consumer Cellular said the insurance I purchased would replace the phone. The insurance company said the phone wasn't physically damaged and there was a recall on the phone from the manufacturer. So Consumer Cellular refused to replace it. Now I'm out a phone and money. I want to be refunded my time, money and price of phone.

  

  Business response

  07/17/2024

  July 17, 2024
  
  BBB File No. 22002088
  ********************* (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 bill for service through the cancellation date. 
  
  ********************* account was immediately cancelled when their line ported out to their new service provider on 3/18/23. On 4/20/23, we received notification that the customer had disputed two payments;  $28.26 that was processed on 3/23/23 and $17.36 that was processed on 4/10/23. Since the checks were returned by their bank, the payments were reversed, and two returned check fees of $25.00 were applied to the account.
  
  As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency ******************* Services (PCS) on 8/22/23. 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, the customer 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
  

*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. ↩