Consumer Cellular

I had been a Consumer Cellular Customer for several years and always experienced good customer service. And I appreciated that their customer service is US based. It really does make a difference.

On September 29th, 2022, I ordered an iPhone 11 from Consumer Cellular over the phone. I received the iPhone 11 on October 3rd, 2022. Unfortunately, the iPhone 11 that Consumer Cellular sent me did not perform well because I could not make or receive phone calls, calls were dropped, I could not do internet searches, my Facebook and Instagram accounts would not refresh, etc. It was for the most part of no use to me during the one week it was in my possession. I did not have these problems with the iPhone 6 Plus I had been using previously.

I just retired to South Carolina from Hawaii…….. and had so much to do to establish my new household….including a terminally ill pet. But I was unable to do so with the iPhone 11 that Consumer Cellular sent me. My neighbors frequently saw me outside my home trying to get a better signal…….but that did not work.

I called Consumer Cellular almost daily between October 4th and October 12th. I was told to “Refresh Network Settings” which I did multiple times…….. but it did not improve the performance of the phone. I was offered no other assistance.

Some of the Customer Services Representatives were professional…but most seemed irritated at my calls. And no one was able to help me troubleshoot the problem. On October 9th, after having the phone for only 6 days, I told Consumer Cellular the iPhone 11 was not working, I needed a functioning phone and needed to switch back to my iPhone 6Plus. That customer Service representative made an appointment for me at Target on October 10th at 1 pm to pick up a “Drawer SIM” for the iPhone 6 Plus. I went to Target and they had no “Drawer Sims” so I had to buy one.

On 10/10/2022, I activated the iPhone 6 Plus that I have had for years and did not experience the problems I had with the iPhone 11. There were still connectivity issues……. but the older phone functioned much better. On October 11th, I contacted Consumer Cellular about returning the iPhone 11. The woman I spoke to suggested I try the iPhone 12 and I agreed. But on October 12th, I decided that I did not want the iPhone 12 from Consumer Cellular due to the previous bad iPhone experience and ongoing connectivity issues. I called and Customer Service Representative, Charlie, said the iPhone 12 had not been sent out. He cancelled the order and I told him I would be changing carriers due to poor connectivity and equipment issues. He was polite and professional. On October 13th, I sent the iPhone 11 back via Fed Ex.

I went to the TMobile brick and mortar store, bought an iPhone 14 Plus, got mobile and home internet service and received excellent customer service. I was told by people at the T-Mobile store that Consumer Cellular does not take kindly to people switching carriers and would often retaliate with delayed porting over of numbers and other tactics. And delayed porting over of my cell phone number is exactly what I experienced. I was at the T-Mobile store for hours due to Consumer Cellular’s delay tactics.

On October 20th, I was alerted via USPS Informed Delivery that a package was coming to me from Consumer Cellular. I called Consumer Cellular to find out what they were sending and they said the iPhone 11 had a small scratch on it and was being returned to me and I was being charged $480. I received no prior notification or documentation of said scratch from Consumer Cellular about this……. which to my way of doing business…is unprofessional.

I treat all my iPhones with great care. They are kept in Otter Boxes and kept clean. I have NEVER damaged any of my iPhones. My iPhone 6 Plus looks brand new. The iPhone 11 that I sent back to Consumer Cellular was not damaged. Perhaps it was damaged en route or after it arrived at Consumer Cellular. But it was not damaged while in my possession.

On October 22nd, the iPhone 11 was delivered to my home and I refused to accept the delivery. I called Consumer Cellular and spoke to a Customer Service Representative who apologized for my being unable to get help from Consumer Cellular with the iPhone 11 during the week I had the non-functioning iPhone 11. She also thought it odd that the phone would be returned……. without anyone from Consumer Cellular notifying me of the return. She asked if I wanted her to “Escalate” the situation. I asked what that was and she wasn’t sure. I was connected to a male supervisor who listened to me. He put me on hold to look at the records. When he came back on the line we were disconnected. I had no way of reaching him……. and he made no attempt to call me back.

This situation was entirely avoidable. If Consumer Cellular Customer Service had assisted me with the dysfunctional iPhone 11 and connectivity issues….I would still be a customer. But instead…….most of the Consumer Cellular Customer Service Representatives chose to treat me as a nuisance and offered no real assistance. I was provided with a phone that did not work for the entire week I had it…….. yet I have to pay for service for that week and Consumer Cellular wants me to pay $480 for an iPhone that did not work well from the beginning and was in fine physical condition when sent back? Why isn’t anyone at Consumer Cellular investigating the terrible customer service I received during the week I had the iPhone 11? Also, if I had known the iPhone 11 was being sent back to me…….. I would have used it for a trade in……… but no one at Consumer Cellular bothered to inform me……. and by then it was too late to do that.

I already have another phone and, on my pension, cannot afford to pay for a phone that I told Consumer Cellular clearly from the beginning was not working. Why is there no RECOURSE FOR CONSUMERS?

Consumer did not provide me with pictures of the "alleged" damage... until I filed a Better Business Bureau complaint...which was useless. Consumer Cellular is behaving in an unprofessional and retaliatory manner.



I know Consumer Cellular has a reputation for excellent customer service. And that was what I experienced…… when I had no significant problems. But once I encountered a significant problem - an iPhone 11 that did not work as it should and connectivity issues - the excellent customer service disappeared. Now that I am no longer a customer and have an outstanding balance, Consumer Cellular is constantly contacting me. Unfortunately, the focus of technology corporations these days is money... rather than providing competent service.

Many people are experiencing significant customer service problems with technology companies. There are websites devoted to the issue. The online “Office Assistants” are not helpful. At some companies…… it is almost impossible to get a live person on the line. Other companies are great until you have a problem. Internet and mobile companies appear to be in some sort of “Customer Service Crisis”. We are all different……..but I do not want to deal with dysfunctional websites, long wait times, Customer Service Representatives who can’t or don’t want to assist me and defective equipment or services. I doubt I will replace my current iPhone when it stops working. For me, all the bother is no longer worth the hassle. Technology companies are not behaving in a professional manner...and no one seems able to do anything about it. It is horrible that anyone, including senior citizens like myself, have to deal with these issues.

Was genuinely helped by a young gentleman named Austin from Ohio. Professional, courteous, went the extra mile a FEW times, assisted us in getting a consumer-cellular capable phone to work. Worked after hours to find answers and assist us with the issues.

Truly wish more customer assistance persons would be like Austin. He set the bar really high for all the others in this business. Thank you!

MichaelF of Burleson.

I never knew that porting your own telephone number was so complicated.

I started the process early last year and still nothing. Consumer cellular keeps giving me the run around. Consumer Cellular say that Vonage gave them the wrong information about my account and so on. I've called Consumer at least 10 times over the pass year, the costumer service talks very nice, but they have NOT done anything to correct the situation.

I'm to the point of giving up and just cancel my service with CC, I haven't used my cell phone service with them for over 4 months.

I was considering switching to consumer seller but quickly learned that a 13 year #1 JD Power rating is a meaningless and questionable marketing babble.

Considering the numerous complaints found.
But it doesn't stop there!
While Consumers Cellular claims you can "bring your own phone" and offers a feature where you can check via entering the IMEI number for phone compatibility, I had no luck. I tried and entered my Samsung S5 LTE4 IMEI but it was rejected it as not being compatible.

When I called them I was told that the "bring your own phones"must be compatible with their service must have VoLTE.

So why are they not showing these few words of information on the site?
Furthermore the person on the other end mentioned: "I can look up of the website what phones they have that are 'compatible'".
That made me a little suspicious. especially since they use AT&T and T Mobile as their service carriers.
So I tried newer phones like a Samsung S20 iPhone 11 etc. entering the relevant IMEI but got the same error message!
I tested further and discovered that any IMEI number from any model, including the ones they try to sell, is returned as "device is not compatible".

Sure! They want to sell you one of theirs!
I call that a scam, misleading people with the offer to bring their own but then claiming they are incompatible and luring them to the sales list.
This is absolutely unethical!

when I try and go onto consumer cellular's website consumercellular.com from India my computer says

"Access denied Error 1020".

Not very helpful, as I want to find out why the messaging service I signed up with them while I am here in India isnt working either. The reason for that there seems to be that my phone keeps trying to connect to a cellular provider here (Vi) which doesnt have any coverage. Occasionally it switches to Airtel which has good coverage but mostly it just tries to use Vi, and doest give me any options to change it.

I have consumer cellular service on my iphone 6SE in New York State

thanks

Martin Brading

I am a new customer of CC but it is not starting off well. I received my new sim card today, Dec. 28, 2022. I am keeping my same number and phone so I just needed the sim card activated. I called Cc and gave the rep all the info needed, followed the instructions on turning my phone on and off and then making a call. Well...I now have no service at all. When she said that she was activating without having the new sim card installed yet I had a funny feeling. The only thing she succeeded in was having my old account cancelled. And to repeat,... I have no phone service at all and cannot call for help. I'm a senior and I live alone...not having a way to contact family or call for help makes me very nervous.

I tried using their home base device for my home phone, ran into multiple problems. Today (12/17/22) I found that no one is able to contact me at home - response to callers is "this phone number is out of service". Since purchasing this service I've had multiple technical problems. Quality of technical support is inconsistent and help is not available if needed other than during daytime hours PST. Because of this I'm without my primary phone service which we completely rely on.

I saved a message from my father he left me just before he died. Now, I resaved it when it was due for automatic deletion until I could transfer it to another device to be saved permanently, but your system deleted it anyway! What the hell am I paying for! This is my service snd my decision to save or delete messages as I see fit! I am so angry I could spit fire right now. Looking for another carrier now. Thanks for absolutely nothing!

Susan Gaylor

Never Never Never Buy consumer cellular. They are good until you need a phone. They sent my mom a damaged phone and now won't return it. Cost her $495 dollars. She is out the money because you can't even resell these phones. Cost her more than she has saved for lower service cost. Their packaging is poor and they don't take responsibility for damage they caused.

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.