Consumer Cellular

Hello,

My name is Christie Batson and I live in Scottsdale, AZ. I have attached a timeline of my complaint with CONsumer Cellular for your review. I have never filed a complaint of any kind against any other company or individual. This situation is just not acceptable and I am very very frustrated. I am 65 years old living on a fixed income. I pay my bills and am respectful. This situation is horrifying and stressful for me. I am also concerned for other Senior Citizens who have been taken advantage of by Consumer Cellular. Senior Citizens seem to be their targeted clientele.

I have tried to condense and clearly state the facts. I do have all the phone records and email. One phone call was made from another number which I am happy to supply if needed.

Regarding Consumer Cellular complaint and request for a full refund

• I started service and bought a new phone from Consumer Cellular in February 2022

• In February of 2023 I started having trouble with the Samsung Galaxy Flip 3 phone

• Contacted Consumer Cellular on ¬¬02/11/2023 about having a warranty replacement. The rep told me that the phone was out of warranty by about 3 days and they would have to receive approval to accept the phone back on warranty. I waited and called back on 02/14/2023. I was told that they were still reviewing the matter and would call me back. Again, no call back so I called again on 02/16/2023 and was again told they had not reviewed the returned phone

• I had received the replacement phone and activated it.

• I again called Consumer Cellular requesting information about the returned phone. I was put on hold and finally was told that my original phone was denied for the warranty because it was not in “like new condition”. The rep said that the phone had a cracked screen, a chip on the outer cover of the phone and an unremovable back. I ask him what the heck that means – about the unremovable back – he said he was not sure. I ask why I was not told about the “like new condition” before I sent the phone in. I told him that I would not have wasted everyone’s time because I have had the phone for a year and of course it is not in like new condition. He apologized and said I should have been told about the conditions.

• At this point I ask them to return my old phone and send a return label for the replacement phone.

• I have now had 16 phone calls with Consumer Cellular. All initiated by me.

• I received the return label on Thursday 3/29/2023 via email to return the replacement phone.

• On Monday 4/3/2023 I returned the replacement phone with the shipping label they provided. I have the receipt and tracking number.

• On 03/29/2023 I noticed there was a pending transaction on my bank account from Consumer Cellular. I contacted my bank and they said there was nothing they can do till the transaction is completed – I was not happy and this did not make sense to me.

• I immediately contacted consumer cellular and talk to a rep who was not helpful and just kept repeating the same thing. I ask for a supervisor and was told that they all were supervisors. I continued to insist to speak to a supervisor – finally got transferred to someone else who was a horrible person and screamed at me and actually ask me if I had a Mental Condition! This phone call was a total of 1hour 49 minutes and 11 seconds. His last words to me were SEND THE FREAKING PHONE BACK! I had explained over and over that I had just received the shipping label that day and he again said I would get my refund when the phone was returned. Needless to say this phone call upset me terribly– I have not ever been talked to In this manner.

• On March 31, 2023 Consumer Cellular stole $995.00 from my checking account without my knowledge or authorization.

• I did not recontact consumer cellular on that day because I waited for the replacement phone to be received by them.

• On April 6, I again called Consumer Cellular about my refund. I was told that the phone had been received but not inspected.

• I called back on April 7, 2023 and was told that they would not refund my money because the returned phone had a scratch on the back cover. I informed him that the phone had a scratch on the back cover when I received it. He argued and stated that Consumer Cellular will not issue a refund. I explained to him that the phone was not a “new phone” when I received it and had been used and had a scratch. I explained to him the $995.00 was not the price of a NEW Galaxy 3 flip phone and that would be the price for a new Samsung Galaxy 4 flip phone not a USED Galaxy 3 phone. I found used Galaxy 3 flip phones on the internet for $350 - $450. We continued to go round and round and I ask for a higherlevel manager to call me. He assured me one would.

• On 4/07/2023 I did finally receive my first phone call from the upper supervisor. We had basically the same conversation as described above and he said the phone was not “used” it was a “returned” phone. I told him that a returned phone is a used phone and I would not accept the used phone for full price. He questioned me how I knew it was used and I told him that one of the reps had told me it was not new and it had a scratch on the back when I received it. I told him I would accept this phone at a used phone price of $350.00 because I was going to need a phone but will not accept paying full price for a used phone. I also told him that the last rep I talked to was horribly rude and disrespectful to me. I ask him to listen to all the recorded phone calls to verify what I had told him. He said he would and that all calls are recorded.

• As you can tell by now it did not go my way -

• I want a full refund for the $995.00 that was taken from my account.

• I have logged over 369.63 minutes of phone calls with Consumer Cellular during this process. All of these calls were made by me TO consumer cellular.

• The only call initiated by Consumer Cellular was the last phone call on 4/7/2023.

• I have phone records dating from 2/11/2023 to 4/7/2023 and can verify the date of the bank withdrawal.

• If you require additional information, please do not hesitate to contact me.

April 26,2023. I just spent over an hour of my time on the phone trying to upgrade my phone. The galaxy 55 for $445 I believe. It states $17 a month for 24 months. I thought I could do that but then he began to total everything for today's payment I almost died. I am so angry! In order for me to charge my phone I have to buy a charger head because it doesn't come with it. Are you kidding me I'm paying $445 for a new phone and it doesn't come with a full charger only a cord? Then he says another $12 to ship again I'm paying $445 for a phone and you going to charge me shipping? Then he tells me $34 in taxes also that was it for me so much for your $17 a month what a scam you have going and I told him that! I also told him Consumer Cellular is as BAD as ATT. he says we work with ATT we use their towers. I absolutely hate ATT! They are supposed to be a communication company and the only thing they communicate is lies! So because of your scam I told the guy forget everything I'm NOT paying all this extra Cr — ! You just lost almost $500 Consumer Cellularandb my confidence in you. Your just like all the rest!

Customer service is non exsistant. Very rude. Don't use. Can't get itezmized bill. Not senior friendly liked the claim. So many security codes can't get to your account. Automated system won;t take your info, so no rep. Won't send itemized bill. They charged after service was canceled! They are rudde won't release your inormation. Tried to get it mailed too me, they hung up. Stay away! Poor service poor connection. Very body should cancel with them. They except older people to do all these codes. The log in does work. If you ask them about it they lock you out. Have tried for a week to cancel and get tiemized bill. Did a bbb report

This morning, April 23, 2023 at 6 a.m. I called consumer cellular to get 2 phones transferred over to new service with existing phones and phone numbers and the person that I had to work with, Irene, was the rudest, most impatient, condescending customer service rep I have ever had to deal with. The worst 1 hour call I have ever experienced. She continually talked to me in a way like I was doing something wrong while inputting data into the phone. The phone wouldn’t work. She talked very fast and I’m not the best at inputting keys on a phone, and when I asked her to repeat the letters to input she would give a heavy sigh like I was taking up her time and she had something else to do. She put me on hold without saying anything. She was very short with me in giving directions. She told me to try again, her words were “you know the drill”. Just very rude.

Finally, I had to ask if someone else could help me and she said absolutely.

I feel sorry for any customers after me, and probably before me too, that had to deal with her atrocious attitude today!

I currently have Consumer Cellular's flip phone and have for many years. My phone no longer works properly, i.e., it no longer rings or vibrates when a call is coming in, can't use the alarm and the keys are sticking. I wanted to upgrade but was told based on my credit, I didn't qualify for a payment plan. I was only looking at the phone that is on sale for $159. I've been a loyal customer for years and when I got Covid and suffered for months because I'm was 72 at the time, I wasn't paying my bill on time. That being said, for all the years I did pay on time and sometimes before it was due, I qualified for an upgrade with a payment plan, so when I really need help, Consumer Cellular is not there to help. I'm 74, live alone and live totally on Social Security, which is the customer Consumer Cellular focuses on. This is the worst customer service ever. Shame on Consumer Cellular and your bogus ads.

I have a verified account with consumer cellular. I recently lost my phone which affectedly locked me out of my Google account as I have 2 step verification turned on to my phone. I bought and paid for a phone from them to replace my phone but they won't send me my phone until I email them a copy of my ID, which does not have the new address on it as I can't afford to change that. Their system will not accept emails from my daughter's email. I have no car so no access to a fax machine. They already have a copy of my ID since I have already opened an account with them. Now I paid for a phone and service on 2 phones (my daughter is on my account) and still can't get a replacement phone.

I signed up for Consumer Cellular on March 3, 2023 and I was going to use my own phone (an Apple iPhone 8). Waited a week for the new SIM Card to arrive and put the new SIM in the phone. My iPhone wouldn't recognize the new SIM Card. Called Customer Service and was told the only thing CC could do was send me a new SIM Card. Waited another week and put the new SIM Card in the iPhone, which did recognize the new assigned number. I was informed I had to register the new number with my information, credit card info, e-mail address and PIN number. I couldn't log in because CC's system only recognized my original non-working number. Called Customer Service about the problem and after talking with several people including a supervisor, was informed I had to wait another week for the old number to clear out and re-register all of the information. Today, I tried to re-register and still have the same problems. Called Customer Service and explained the problems and was transferred to new supervisor. She wasn't able to help, and she checked with someone, came back on the phone I was using (not the iPhone 8) and said I had to wait another month for the system to work. With an automatic payment due to be withdrawn from my account, I have to call Accounting since the Customer Service can't have the payment cancelled.

I purchased a new Samsung Galaxy A13 phone in January. Within weeks, the camera wouldn't work. I took it to Target for a factory reset. It worked for a few weeks. Camera stopped taking pics again--back to Target for factory reset. Yesterday the bluetooth function stopped playing music on it's own. When turning phone sideways to take pic outdoors, the screen goes blank. Called customer support to see about returning phone--they said warranty is 14 days. Checked with Samsung sit--they say 12 months is warranty. Chatted with customer support, they say must continue troubleshooting before warranty.A new phone shouldn't malfunction this much in the first 3 months. I have a "lemon" product and want a different phone on warranty. Consumer Cellular wants me to keep trying to repair a defective product forever, without replacing the phone.

I have consumer. cellular. has terrible service, the automated system won't tke my veification code. i have to use to get a rep ( not right), when i finally got a rep they code could not find my code. i repeat and repeat. than get hung up on.

2 days ago my voice mail message disappeared. 2 days to reset multiple calls, automated bs not taking my code. repeated to reps can't get it. one could even get it when i spell my info. very infurating.

no one wants to correct the issue with service.

the reps hang up when they can't take the info

I can't reach a support rep. I've been on hold for over an hour. I've been transferred twice. I'm still waiting for someone to help me. How on earth did Consumer Cellular win an award from J.D. Power? This is telling: the rep who has been trying to help me (and now up to 1.5 hours) asked me for my phone number!

I purchased the phone directly from Consumer Cellular. I am asking for a return and am well within the time period for returns.

I am astounded at the poor the customer service. The videos are vague. Finally, I am in a catch-22 and can't sign into my account.

starting at approximately 8:30 am on 1 april, 2023, i called to report my home phone base would not allow incoming or outgoing calls. the rep ran me through a bunch of troubleshooting steps. as we were talking the call was dropped. called them back two more time with the exact same routine and dropped call.so, after 1 1/2 hours of that run around i called back a 4th time. i was given a phone number of [protected] and an ID number of 1649519 to start a replacement claim with the insurance/warranty company. long story/short, i was told i'd have to send the old base to them before they could send a used replacement to me. so, after two hours on the phone speaking with five different reps i became slightly angry, hanged up on him and privately described consumer cellular's customer service using as many four letter words that i could think of. and of course the problem is still unresolved. do any of you know of a good cellular company?

for the past week since mar 8 th had troble with service.

take to someone on the 16 th , said re start my phone. very rude. offered to refund me a nickel. slap in the face!

can't get through automated system, aked for call back but on hold! recording ,

recording, than i can't get it.can't can't get it. phone system does not work.

the network drops calls, interference, and no customer service. since adding the 6 digit get can't customer service.

the servie has went down hill in the last few months. no corporate number sends you back to customer sevice.

i was a fefund for not being to usemy phone, interference, dropped calls.

I have been a customer for several years. Here is what happened:

Wednesday. 3/8/23 around 9:30 AM is when I believe my account was hakked. I was at work and sent several texts around 2:30 PM/ Later, I found out they fif not go through. I received a message of a change from Consumer Cellular. I had not accessed my account. Then I could no longer call or receive calls, Your office was closed and I could not speak to anyone. I also could not sign into my account.

Thursday. 3/9/23 - I called as soon as you opened and was told someone had activated mu number with a different SIM card. I was told that a new SIM ca4d would be sent in 3 ro 5 days and I could get my phone number back. I also set up a new PIN.

Saturday, 3/10/23 - My sister contacted me to let me know that sge called my cell phone and a man answered. I Called Consumer Cellular. The PIN would not work. I spoke with an agent who told me everything was blocked and this would not happen again. He set up a new PIN and a security question.

A couple of hours later, my phone was again taken over. Your office was closed and I had to wait until Sunday to call. The PIN number did not eork. I spoke with an agent who told me the PIN number was not correct, there was no security question, AND no record of my other calls. Then she wanted me to drive to Target to have the SIM card pulled from my phone. Ar that point, I decided i need to leave a different carrier/

I do not know how this happened in the first place but it had to be Consumer Cellular the second and third time, probably the first. This let to much damage. Pretty much every account that listed my phone was hacked.

I don't know where to start this company has been terrible from day 1. First off they sell phones on a monthly pay plan so when you find out the phones are garbage you are still locked in unless you want to upgrade and pay more for a more expensive junk phone. The service stinks and they don't care. The reps when you call in are not helpful at all. They have their script they read and don't even listen to you. I finally reached the point I could not take any more so I paid of the balance on phones and cancelled service. They hit me with a large final bill that was more than I had been paying each month. They took money for insurance on the phones and when they broke expected me to send my phone in for repairs and leave me with nothing for God knows how long. So when I called in to complain about final bill they told me they are not prepay which is what I was told in the beginning so I had a higher final bill. The rep I spoke with"well tried to speak with" kept talking over me and not listening at all. I asked for a supervisor which was no better to talk with, she kept repeating the same lines over and over. They are the worst cell service I ever had. Please stay away from them do yourself a favor and go to any other carrier.

I have called the company many times to try to resolve this issue. I am new

to this product and made 11 calls to them to get them to help me login to their

web-site so I could determine my "Data usage", but none of the 11 (8 CSRs

3 sups) were able to help me accomplish this. As a result, I went "over" the

"unlimited" figure and they "throttled" me- -slowed down my service and made

Zoom impossible. I go to 3 classes a week on Zoom so lost out on 9 classes

total that I can't get back. This happened in the billing cycle of 1/13/23 thru

2/13/23. My name is Leonard Perlman phone I am billed on is [protected].

I asked CC to cancel my account and the auto deduction payment effective 11/01/2022. CC is still deducting monthly. Further, upon trying to get into CC website from Thailand, I'm not allowed access. I did manage to send a nasty message to cancel this through you Senior help center. You are still deducting. STOP. You owe me since last November. my account is: [protected]. I currently live permanently in Thailand.

In April of 2022 My wife and I were taking a dream vacation to Europe. I called Consumer Cellular to inquire what I need to do to have phone service in Europe. The customer service agent seamed completely confused as to what I was asking. This terrified me because we were taking very expensive day trips on our vacation and they needed to be able to call us. This prompted me to call again to find out what I need to do to guarantee I will have service in Europe. The agent told us we would have to go to Target to have a chip put in our phones. I questioned this and she said to hold while she checked. She came back on the line to tell me I didn't need to do anything. We went to Europe and couldn't receive or make a single call for the entire month. We were in 3 countries over the month and never received or sent 1 call. We received texts and emails, but only when in the hotel's wifi. Needless to say we were furious. We came back home and I called Consumer Cellular to complain and was told I owed them over 400 dollars for the service I received. I asked what services I would be billed for, and they said data. I would recommend no one use this company. I feel so cheated.

My name: Magda Fatu, my tel.# [protected], My account #[protected]. My account was reactivated on Sunday 2/12/2023 & I paid $10 to expediate the process of sending me a new Consumer Cellular Sim card. My USPS tracking #9470111200843851162232 show that a Pre-Shipment Label Created, USPS Awaiting Item on Sunday 2/12/2023 @ 11:09pm, Portland, OR 97223.

I called the Consumer Cellular Customer Service today at 9:30AM, to ask where is my SIM card, and given the advice by the Supervisor Latisha to wait another day or two! I asked her to contact your Shipping Dept. to find out if they shipped or not and when, and Latisha stated that she cannot contact anybody for my SIM card... just to wait another day!

Please help! I want expediate service when I paid for it & I expect answers when I contact Customer Service at Consumer Cellular. Respectfully submitted today, Tuesday 2/14/2023 @ 10:12AM. Magda Fatu

In reference to my wife's phone # 831-we have had recurring problems that crop up a week before the end of the month for the last 4 - 5 mos.

I have chatted with your staff several times and they had tried their best to fix it but it re-occurs every month. I have had several SIM cards replaced with temporary relief. I tried the SIM card on my own phone and likewise it won't send texts, so the problem doesn't seem to be the SIM card or her phone but it is beginning to seem clear that her number gets blocked from sending messages just about the same time every month. I have been told that we have unlimited texting so I am hoping that this is not false advertisement.

It seems that her number gets blocked only from sending texts by either your company or the network provider(s).

She can call and receive calls and she can receive texts but can't answer them, that's the only problem that needs to be resolved.

Now the problem is re-occurring at the beginning of the month.

Please advise,

Sincerely,

I signed on and was told they were cheaper than my previous provider. I had to buy a phone from them in order to connect to their service. I did so and also enrolled in the warranty program also. That was in March 2022. As it turned out they were more expensive than my previous provider, and early in January 2023 my phone started to malfunction so bad it was almost impossible to use. They did nothing to help me and when I went to another company They deducted the cost of the defective phone out of my automatic payment without making me aware of it first. I want to be refunded for the phone I never wanted and is defective besides. Thank you for your help in this matter.