Consumer Cellular
reviews and complaints

On 12//9/2022, my phone developed what is known as a "Black Death" spot on my home screen. I can no longer see the numbers nor my apps on my home screen. I have pictures of it if you would like them.

I have been back and forth with your Customer Service for 5 days now. We tried a soft and hard reset. No luck. They sent me to a Target store in my area. No luck. Please instruct me where to send my phone for a replacement.

Best regards,

Anthony Q. Blakey

Account # [protected]

DeAnn Edwards

101 E Hector Ave

Arma, KS 66712

Today I received a phone I had returned due to overheating. Accompanying the phone was a letter stating:

Consumer Cellular

12447 SW 69th Avenue

Portland, OR [protected]

General Denied Return

Note: Denying Order #[protected] for return. Device has physical damage with scratches to the display.

Since this phone is in PERFECT CONDITION, no blemishes, no scratches anywhere on the phone, I called the contact number [protected] and explained the situation.

Nothing changed. They will not honor the return.

Again, this phone is in PERFECT CONDITION.

As customers, we put our trust in your company to provide ethical service, Yet we are faced with a problem that is practically impossible to resolve when your returns department does not act ethically.

11/24/2022 3:00pm to 4:50pm on hold chat I was no 27 waited over two hours to change a mailing address for a phone I purchased yesterday when I was down to no 3 the chat line was disconnected. talked to four different people to order phone I was charged six times on my charge card after more phone calls I got that taken care of WHAT is going on the service is VERY BAD no words to say how I hate consumer cellular I am ready to cancel

DO NOT SIGN FOR SERVICE with this company

Consumer Cellular allowed a random stranger to change the sim card in my cell phone, simply by buying a new sim card at Target and then calling their 800 number. Nobody ever checked with me to see if I authorized the new sim card. When I saw that I didn't have cell service anymore (about the same time I saw my bank account had been hacked, my money stolen, my email address compromised and about 100 of my website passwords changed), I called Consumer Cellular. The first customer service rep with whom I spoke said there was probably an ATT cell tower service outage in my area. So I waited 24 hours. The next day, I called Consumer Cellular again to report I STILL had no service on my cell phone. The customer service rep asked if I had recently changed my sim card. I said I didn't even know how to do that, since I'm a senior citizen with limited tech knowledge. He then helpfully told me that anyone call go to Target, buy a new sim card, and call Consumer Cellular to change the sim card. (So basically, everyone is at risk for this scam, since Consumer Cellular doesn't verify the caller is the actual account holder.) I cancelled my Consumer Cellular account, and the rep told me my final balance due was $14.32, which I paid the next day. Now I've received an email from Consumer Cellular telling my $21.11 balance is past due.

I added a Link II flip phone to my plan for my elderly disabled parent to help cut her phone expenses. After about a week the phone would not work. When you tried to make a call, the phone said turn off airplane mode. Airplane mode was not on. After much trouble shooting with customer service, they agreed to replace phone and sent return packaging for defective phone. We were stupidly please with them at this point. The defective phone was returned to me after a couple of weeks denying claim and billing for both flip phones. The denial said there was damage to metal plate under battery. The only time we opened back of phone was during the troubleshooting. The only explanation for so called "damage" is that Consumer Cellular had sold us a used phone instead of a new one!

I ordered a new Samsung Galaxy S22 on Sept. 29, 2022.

Then I received an e-mail on Oct. 3, 2022 that the phone was delivered and signed for.

I NEVER received or signed for the phone. I went to my post office and verified that the signature they had was NOT my signature.

I called Consumer Cellular and explained what happened. It took a few weeks for them to investigate the situation.

On Oct. 10, Consumer Cellular agreed with the post office that the signature they had was NOT mine and started a refund on my account for the $81.74 that I paid for a deposit on the phone.

On Oct. 17, 2022 I called to find out what happened to my refund and was told that a "replacement phone was sent out". I never asked or approved of a replacement phone.

Talking with several representatives and treating me as I had stolen a phone I told them that I was not going to order anymore phones from Consumer Cellular!

I told several or your representatives that I was not accepting the replacement phone that I did NOT order and was not even going to sign for it.

I have documents that show the phone that I did NOT order was "unclaimed on Nov. 4, 2022 at 8:01 a.m. at the post office".

The phone was then "Returned to Sender" on Nov. 4, 2022 at 10:19 a.m.

As of today I still have NOT received my refund of $81.74.

Several people have told me that they are sorry for all the trouble I was caused but no one can approve my refund. I was also told by all of them that they are "escalating the issue to the next level of supervisors."

Today I spoke to 3 more people, the last one who was Amanda, who told me that my refund would take another 3 weeks!

I have been with your company for several years with a few issues but nothing like this. I will never recommend Consumer Cellular to anyone.

These are the names of the several people I spoke too for the last 2 months and their conversations with me that were recorded through my security cameras that have audio features.

Sean

Toya

Brian - 10/14/22

Mariana

Thomas - 10/15/22

Chloe

Shindara - 10/17/22

Lizzeth - Told me I would receive a refund the 2nd week of Nov.

Amanda - 11/18/22 Who told me it will take another 3 weeks to receive my refund!

I am hoping writing to you will escalate this matter to get it finally resolved.

I am also looking into other cell phone companies since I have lost all confidence with your company.

I lost my phone 3 weeks ago. I called Consumer Cellular and ordered a new phone, their Verve flip-phone. That is not what arrived. Their Link-II is what they sent me. That is a disaster of a phone. It is terrible. Four days later I called and said I no longer wanted the Link-II phone. So they agreed to send me the Verve. But it arrived with no Sim Card.

I spent over 2 hours on my land line with a tech. They wanted to put the Link-II Sim Card in the Verve. They agreed it was the wrong Sim Card but they wanted to try it anyway. It did not work. During this time they inactivated the Sim Card and now the Link-II does not work. They told me that AT&T had to re-activate the Sim Card and it would take 3 to 4 days. After 4 days it was not activated. Then they told me They would send me a Sim Card. It would be 4 to 5 days to arrive.

Consumer Cellular is a disaster and I am angry. I have been without a cell phone for 2 weeks.

Called customer service to cancel at the end of month, they offed to cut my bill to half price for 10 months, I explained that still isn’t cheaper than Mint please cancel after this billing cycle he said he can only cancel now or I’ll have to call the day I want it cancel, I said cancel now and let it run thru the month, he shut my phone off instantly, left me with no phone. What a horrible company, never use them…

yesterday i was at the veterans affairs office in somers ct. the people helping me wanted the cell phone number. i gave him the phone the other person in the office called the number. It rang put he could not connect also tryed messages no luck. the phone rang and rang from 3pm all the time until the battery went dead. we could not get the phone to shut off. My number is (cell phone [protected]. Ronald Hirth 134 Bilton Road somers ct 06071. home phone [protected]. we never use the phone do not know how to set it up. got the phone for emergencys thats all. so whatbare you going to do? my email is [protected]@cox.net

I received a new phone priced at $159.00 dollar never used the phone , received on September 24,22 took phone still in box to Houston Target store for one of representative of consumer cellular to activate and transfer of all data from my old J3 phone to my new A03 , I'm a 67yrs old senior citizen didn't want the hassle of trying to set up new phone, I've had nothing but a night mare #1 all Rep.at consumer's head quarter no help was so ever especially the 2 supervisors they were extremely rude and so unconcern's 'one told me its was my problem and there's nothing they could do because I damaged the phone'(NEVER SO FAR FROM THE TRUTH) now Im a over 6yrs loyal customer I couldn't believe how I was treated by your dept. head and how the targets' rep. was completely ignored by the phone and the problems they were having and that the phone wasn't damaged .finally one lady rep. said something must be wrong with that phone so send it back Ii did returned back, Phone was sent back to me saying basically its my problem. THIS COMPANY GROSSLY MISREPRESENT GOOD CUSTOMER SERV. IWILL BE FILING A MAJOR COMPLAINT TO BBB, The Website Media

The Texas Attorney General and anyone who will except my complaint. also they still haven't sent proof of the phone was damage I asked serveral times. I see on your reviews this is not the first times elderly customer have been mistreated sign: Ms Joyce Tucker , Houston, Tx

I got my aunt a iphone 7 a few years back, 2019/2020 she was disabled. They advised no contract 20$ a month. After 4 months they started to raise the price. We canceled. We paid cash for the phone, and paid the last bill. They refuse to unlock the phone. Saying I broke the contract. I was rudely yelled at by a employer of theres today, because I had the nerve to ask for them to unlock it.

Signed up for the $20.00 / 3 gig month plan. They automatically changed it to the $25 / 5 gig plan and then changed it to a $35.00 10 gig plan within a 3 week period. This is despite the fact that the billing shows 2,472 gigabytes of data usage. Final bill was $58.16. When disputed they knocked off less than $10.00. They did not adjust the taxes and fees.

We joined CC on Aug 30 2022. I left on October 5 2022 and my wife left on Oct 23. They held her phone number hostage for three and a half days.

The $5.00 charge for not using the "auto Pay" is another negative. They should approach that with a $5.00 discount for using auto pay.

This is the most unscrupulous and dishonest company I have experienced.

I wasn’t happy with the iPhone 11 I purchased so I tried to return it. I had it for 3-5 days. I got it back 2 weeks later due to a scratch. Plus the insurance I purchased was dropped before I even got it back. They say I’m responsible for phone while in transit the so called “scratch” was a microscopic nick in the middle of screen. I did not scratch phone, handled it with care. Upper mgmt wouldn’t budge. I’m starting to think they’re running a scam, since so many other ppl have same complaint. They should be investigated for fraud.

While watching the nightly news tonight, an ad came on for Consumer Cellular. One of the spokespersons seems to be a transsexual. If this is the case, please warn your viewing audience. I fine it highly offensive. This offends me greatly. Our family was considering moving to Consumer Cellar but I will now stop the process as we feel offended.

Best,

Paul W. Rohrer, Esq.

I inadvertently paid my 10/01/2022 bill twice. Customer service advised I would receive credit on my next statement. I did receive credit for one payment from my bank bill pay

(9/02/22) but not the other payment made from my credit card (8/29/22).

Contacted C/S (Consumer Cellular customer service) on 9/20/22 - Marsha and was advised they would look into this. On this date I also contacted my credit card C/S and was advised, the payment was made to Consumer Cellular ID # [protected] on 8/29/22 and to follow up with them.

On 9/20/22 contacted C/S supervisor Natalie and wad advised to send fax of my credit card statement to a Lisa Jones in billing admin. Sent fax same day.

On 9/26/22 Supervisor Kimberly advised me fax received 9/23/22 and Ms. Jones dept is working on it - should have answer in 3-5 bus. days.

On 9/30/22 having not been contacted by Cons.Cell. I called -spoke with Harry in billing. He advised the issue was referred to the banking dept - He would personally follow up and get back to me in 3 bus. days.

After calling on 10/05 and 10/13 I called today 10/18 and got no info from billing dept - James.

9/27/22- Consumer Cellular has breached my telephone warranty contract, which I paid for monthly for service with SquareTrade for two completed claims per year. I filed an online claim with Squaretrade on 9/27/22 which was approved and I received and email. I called Squaretrade and asked if it was possible without messing up my claim, if it could be transferred to another location closer to my house. They didn't tell me that it would have to be under another claim number, but they did reassign the claim number, without asking me and that caused three claims on my plan, which is too many, even though it had not completed. They transfered the claim to a closed repair location. Then I called back to inform then of what they did and asked them to transfer the claim back to the original location. I was informed it could not as the system was not allowing it and they would have to work getting it completed. After two days, I called consumer cellular for help. Consumer Cellular informed me my warranty plan had been cancelled by Squaretrade for two completed claims. Squaretrade changed all the data in my two online claims, even though the 9/27/22 claim had not been completed. Rose from consumer cellular did a conference call with Squaretrade and we were told that the two companies were working to get the account reopened so I could get my phone fixed. That never happened. Consumer cellular had not worked with Squaretrade to reopen my account and I am still owed 1 repair on the closed Squaretrade plan. The two companies came up with a solution that I was not involved in and would and will never agree to. They transferred my claim issue to Asurion as consumer cellular is working with them now for warranties. Asurion will not fix my iphone 7, as Asurion stated they do not fix that model and I must get a new phone which is not an iphone 7 but and iphone SE a model previous to mine and pay $99. I refused as I want my phone fixed as squaretrade contract allows.

The consumer provided the following when submitting the Complaint to BBB

Ordered new phone to replace current consumer cellular phone. Paid additional cost for fast shipping. When phone arrived I called to activate phone and was told by auto system phone could not be activated. Transferred to live customer

service rep. After much back and forth, systems check, etc. Rep said she needed to ring the new phone, put me on hold and then hung up.

Called CC again this morning and asked for a supervisor.

Again, after additional wait time on phone was told that a new cim card was or might be needed ... for a new phone?

Supervisor indicated error was made on activating wrong cim card and request for re-activation of cim card was made. If I do not hear from CC support by today about 4 pm, I am to call back and a new/different cim card will need to be sent to me.

I am a long time CC customer and had never had such issues. Here I sit with an old phone dying, unable to always use, and a new phone I cannot use at all!

How can this happen!?

When I try to login to pay bill, the password I try to use always is denied. I have to reset it every time. It is a frustating system to use. When I spoke to your representative, Shea, she admitted that they get many calls about this issue, and that there is nothing they can do about it. It would seem to me that this system needs to be fixed, since there are so many complaints about it.

In August of 2022 we signed up with Consumer Cellular considering when we spoke to them they seem to offer good cell phone service. We were quoted to pay $70 a month and low and behold the next month we were charged $104. We called to indicate this was not correct and they indicated the $70 was a one time monthly introduction price, which was never revealed that way through the long conversation with the Consumer Cellular rep. They basically do a switch and bait to get you to sign up with them. At this time we have no alternative then to find another cellular service.

Absolutely disgusted in this company. The four of us have been loyal customers for years and years. We recently activated our daughters sims card to be able to use her phone while traveling to Italy.

1) When I called on July 30th, I was told that we did not need an additional sims card. He said the service was already built into her card and all he had to do was activate it.

2) I specifically asked if there would be additional charges and the Customer Service Rep (Darrell) Said NO. He said the service was already part of our plan. We trusted this information. We did our due diligence. We were misinformed by a poorly trained Consumer Cellular Customer Service Rep!

3) A few days into our daughters trip, I received an Instagram facetime call from her friend saying her phone was not working.

I called Consumer and they informed me that she was being charged $500 for using her phone in Italy. (We received no notification etc. they just turned off her phone because of these charges. MONEY BEFORE A HUMAN BEINGS SAFETY)

4) We were told that even if we paid the $500 they could not turn her phone on until the month end. They said it was a computer generated feature that they could not override. On 8/24/2022 Charles called us, ID #12478 to tell us that he listened to the July 30th recording and he credited HALF OF THE BILL. I informed him that the entire bill belongs to Consumer Cell because WE WERE TOLD THERE WOULD NOT BE ANY ADDITIONAL CHARGES. If you don't train your employees accordingly, or if they don't provide the consumer with the correct information, then the default lies on the business. Had we known that there would be charges, our daughter would have called and/or text us through Instagram. She would have held off on posting pictures until she was home. She was there to visit, so she would have been fine with this displace. However, since we were told there would not be any additional charges, and that the service was included in our plan, she shared all of the above, allowing us to celebrate her journey while she was in Italy. Remember, the Customer Service Rep told us there would not be any additional charges. SINCE HE WAS WRONG, HE AND HIS DIVISION SHOULD OBSORB THESE COSTS. EVERY PENNY!

5) We have spoken to 7 different Customer Service agents now, since July 30th, 2022 to September 20, 2022 and we have been told a SENIOR SUPERVISOR IN THE BILLING DEPARTMENT WOULD CONTACT US. WE ARE TOLD TO WAIT AT LEAST 48 HOURS. WE ARE STILL WAITING.

6) I called again today asking for an update on having these charges removed from our account and I was told that they listened to the July 30th recording and decided to credit $219.

7) I WILL NOT BE PAYING A PENNY OF THESE CHARGES. THE CONSUMER CELL CUSTOMER SERVICE REP MADE THE MISTAKE, SO THEY CAN OBSORB THESE CHARGES AND HOPEFULY IT WILL ENCOURAGE ADDITIONAL TRAINING ETC. I WILL NOT PAY FOR THEIR MISTAKE!