Consumer Cellular Customer Service Complaints - page 2

As noted in other comments here, I have been a Consumer cellular customer for several years. The actual cell service isn't really the problem. The problem,as noted in other posts here, is that based on my experience, their Customer Service, their phone system & employees deserve no award. Trying to get through on the phone is like trying to get a phone call through to the Kremlin. Then, when you get a "Customer Service Agent", they respond as if they started the job that day. No knowledge, no attempt to correct a problem...I had one tell me she had no clue how the phone I bought, under their logo, worked, told me it seemed they got lots of calls about it & I should purchase another. This past week, I contacted Customer Service who informed me that my local Target had the new phone I wished to purchase in stock. I went to the Lansing, NY Target store today, Feb.7, 2021. They did not have the phone &, in any event, I was told they would have no personnel available that day who could activate phones, period. I guess the Super Bowl took precedencd.
So, an attempt to contact Consumer Cellular commenced. As noted, in another post it took an eternity to reach a Customer Service Agent by phone. The system repeatedly told me I was not entering any response to their prompt. I think they hope you give up. By the time I got through, my patience had reached a boiling point. Then, after speaking with a woman who frankly didn't seem to quite understand my issues, she proceeded to tell me that the Target I was standing in front of, had service appointment spots available for Consumer Cellular, that afternoon. She seemed not to have heard anything I said. I will admit at this point, I was less than amenable, but I'm did let the woman know I didn't blame her. All problems, like this, start in the Corporate office of a company. It speaks volumes that to Consumer Cellular goes to great lengths to hide their Corporate location. The original founders just sold a majority of stock to an Investment firm. Perhaps, I should try calling them. AARP, itself, is poorly served by accepting Consumer Cellular's cash in exchange for benefiting from AARP's name. Frankly, it's just as hard to contact AARP, as Consumer Cellular. I hate to play this card, buy my certain realities, in ny life, mean the trip to Target was difficult & expensive. It seems that a company that caters to people of a certain age would appreciate that not everyone can drive a car or even be totally mobile. I'm exhausted & just frustrated that trying to purchase a new cellphone turned into such an ordeal. Consumer Cellular & I need to have a frank conversation.

I am very agitated with CC I have been a loyal customer for three years now I just moved into an apartment that didn't have cable or internet yet .So I had to use my data now I am on unlimited data so you think it's unlimited. Now I bought some more data so they tell me that 55gb is unlimited data now I was not told that when I bought my phone or the plan. I would like more data please . I am now getting Xfinity hook up now they offer a cell plan we will see I am loyal until I get screwed over .

I am a consumer cellular customer since 8.2018. I love my phone, your rates and customer service which is exemplary. However your automated is not working correctly and has been that way since last summer

The automated system request you to select the appropriate number or provide the appropriate information by using your keypad. Requests to press a number do not respond when you do so no matter which number you may select, it's still continues to request you make a selection and you're tapping that number over and over to no avail. This also may occur when a vocal response is needed and it still does not function for that request. I have reported this numerous times every month when I go to pay and am so frustrated that I would need a representative to help me because the automated system has gone awry. Despite repeated efforts nothing has helped the system is still dramatically flawed. I invite you to call the regular number and act as if you are a new customer and you will know what I'm referring to. The number that I call that is listed on the bill is:

(888)345-5510.

Hope you can correct this as it is very frustrating every month when I wish to pay my bill in this manner.

Thank you.

Just plain atrocious customer service. Long waits, failed attempts to leave a callback number, and complete garbage misinformation from the person who eventually took the call. Result: no working phone.

I have been a customer for several years. I recently ordered a Doro phone for my husband. The first phone froze up all the time. I contacted your company and they told me how to fix it. But said if it continues to freeze send it back and they would replace it. I failed to mention it had a leaf or something in the front.(I thought it was a new thing). They sent me a replacement Doro and it started freezing up also. So I called and reported that and decided to order an iPhone 7. Then I receive the first phone back stating that I had damaged it and they put the charge on my bill. I tried to explain that I did not damage it, but due to the fact I didn't mention the oddness on the first phone it was my fault. I am going to return all the phones back to you and cancel my service unless you credit my account for the first Doro. This has been a frustrating experience for a senior citizen. I feel like I am being treated like a criminal. Your phones are defective. Please reply.

CALL MUCH AS YOU,,, NO RESOLUTION,,,
Calling from Thailand in view of a PAY Up NOW email WARNING , or lose your "vacation phone service" in suspension
I spoke with a representative and after 15 minutes going nowhere , I spoke to a SUPERVISOR, and I got nowhere on January 18.
All insisted that I used internet jumping up to a higher plan automatically... The only problem was That I had CANCELED CC Internet Service in early October,,, A Full Month AFTER My Alleged Overuse Occurred ... Both The Representative And The Supervisor AGREED That You Are Charged For Calls That Ring On Your Phone Which Are Never Answered ,,, This CC not working here in Thailand... which means you are liable ringing charges from the legion of UNSOLITICED calls from boiler room Viagra Sales Operations In India. EVEN WHEN YOU CAN'T USE THIS CC PHONE SERVICE BEING On Vacation In Thailand .

After waiting over and hour on three separate days I finally reached an actual voice in your customer service call center this morning. I purchased an Apple IPhone on July 25, 2019. The phone failed a few days ago and Consumer Cellular REFUSES to stand behind the warranty. They have me taking this phone all over creation, to Best Buy, to the Apple Store, etc. The supervisor that I spoke with was rude and about as helpful as nothing. When I asked to speak with a manager she informed me that the managers don't speak with customers. Really? WTF kind of company doesn't allow their managers to speak to customers with unresolved issues? Because of this we are leaving Consumer Cellular and will be more than happy to share this experience with friends, family and colleagues when asked how we like your company's service. Your commercials are false and misleading as we are not receiving anything in the way of state of the art customer service you advertise and judging by the comments on this site not many others are either.

Consumer cellular told us we could try their service free for 30 days and that there would be no charge if we were not satisfied with the service. Unfortunately we were not able to get good service where we live so we cancelled after 6 days. They charged us for a month of service. They also sent us the wrong SIM cards originally so we had to go buy our own. We were told they would reimburse us for the cards even if we did not stay with their company. They now refuse to reimburse us. Very disappointing from what used to be a good company.

Why isn't your Consumer Cellular service monitoring your e-mails from your customers signed up for your international service?


I'm emailing all three of these email addresses at Consumer Cellular in hopes of reaching a human being who will return my calls and emails regarding the failure of your service to connect me with numbers in the States and in other countries.

Your FAQ screens are no help at all regarding this matter. Nor was T-Mobile, but at least they linked me by phone to your 888 phone number. Only for me to be told by a your automated message that your office was closed and I should call you during your open hours.

If you're offering an international service to your customers, you should have a way for us to reach you 24-7, both by phone AND by email.

At this point I want to talk to a human being at Consumer Cellular who will make my calls to Lufthansa for me.

CC hangs up on me every time I have a problem they can't solve. Horrible service

We are thinking about switching phone svc,we've been with Sprint for years - happy with it, though it is pricey. BUT - the STOLE from us - a large amt of money, to pay a young -NOT immediate family members bill.We were not co-signers. However, when I try to ask consimer's site about availability and price of a "hot spot", there is no response. I wish to communicate only via email,NOT to "chat" at this time.

Greetings, having a major problem with my phone. I can not call out nor can I receive calls. I was on hold twice starting at the 100 position. After waiting and texting back and forth I still can not use my phone. I do not have a land line. I live alone. In need of some serious help.

It is impossible to cancel easily. A total scam operation.

Mr. John Marick, CEO, Consumer Cellular.

Mr. Marick I have been a customer for many years now. I just ordered a new phone and specifically told them I required an AT&T sim card. It arrived today and I activated it only to find out I have no service here because the phone was shipped with a T-Mobil card.

So here I sit waiting 3 to 5 business days for you to send me an AT&T card.

Alas I find it very hard to believe that you can not send it express service. You can and did send me my phone that way.

HELP Please.

Thank you for your time and assistance with this problem



Sincerely,



Victor Self

Problem description:
I fully purchased a phone from consumer cellular In February 2018- no payment plan. Due to the fact that they do not offer the type of plan I now require I am changing carriers for 2 of the 3 lines I have with them. . They refuse to unlock my phone. The site small print that says I must have 180 days with them before they will unlock it. This was never told to me when I made the purchase. But, I am not ending my service with them. I am just moving some of the lines. I need my child's line to have unlimited data. A child can not get a contract without an adult. ( 2 lines need to move). The small print also says they can give me a buyout price. By my calculations if I remain with them for the additional 2 months it would cost about $20. The refuse to give me a buyout citing that it only applies if I move to an area not covered. However, that is NOT stated in the fine print. This situation seems comparable to buying a steak in the supermarket and having them tell me I can't cook it for 2 weeks. I have spoken with both reps and supervisors without satisfaction.

I want my phone unlocked so I can use it with another carrier. I paid for it in FULL at time of purchase. I am even willing to pay a reasonable buyout option for the 2 months remaining even though I don't think I should have to pay anything.

I have filed a complaint with the BBB.

I love my CC, but your begenning to fall behind compareing to other companies, you have no unlimited data plan, the newer phones you seem to be the last company to get them cant never get a rep on the phone any more without waiting forever or have to get a call back, your a great co but falling behind, and i bet youl give me excuses instead of fixing the problems catch up Guy's ...Ky Joe.

I was calling my pharmacist to find out when I could pick up my medicine. but my phone call was re routed. to Consumer Cellular which told me that there was some irregularities on my bills. I waited for 25 minutes for a "friendly service Repersentive"" to answer this rerouted call. Finally I got a repersenitive and she informed me that i owed $54.44 on a bill who was disputed back in November 10 2017. A $25.00 late fee was added to the bill. I checked my receipts and bank statements and I saw that i had charge the November bill to Dillard's American Express and it had been cashed to my statement. So I asked to speak to Billings and got Andre. He informed me that the November bill was disputed and that i now owed $54/44 and can use the phone to Call Dillards until I charged the $54.44. so I charged that amount to my credit card and was able to finally call Dillards that explained that since I was given an new credit card, they had cancelled the check to Consumer Cellular. They were the one who had disputed that check. So now I am finally being told almost four months later that my check did not reach them and an added $25,00 was added and before I could use my phone, I had to charge that amount. Consumer cellular has kept me on the phone for three hours,Disconnected three times and am still waiting to get a hold of Andre in billings to explained what happened with American Express. Its would have been helpful if I had been told before now that my check was disputed after four months and my phone made useless until $54.00 was paid.

Dillards is sending me the check that I had paid and so I will come out the same,except for the $25.00 late fee which I had no notice of. Theres something terribly wrong with your phone system and not noticfing me of a problem four months earlier.
it doesn't speak well of Consumer cellular.

highly disappointing for the set up of my phone. 8 hour set up. Representative closed my old account with Verizon before setting up my new phone with cellular. when we got disconnected I could not call back the cellular company because I did not have a phone. the old phone with Verizon was closed, the new phone with cellular was not on yet. I had to borrow a neighbors phone. which was inconvenient for both of us. 2nd complaint. I was never able to transfer my contacts. got an appointment with TARGET the phone tech was not there. I had to go further away to find another Target store, again to find out that they did not know how to make transfers.

Un-freaking-believable!! I closed out my SPRINT account on December 15th and came to CC. My husband's phone works fine... but 2 phones, 13 tech's, and 2 resets of MY phone...I still cannot receive a call. The newest resolution (after wiping my phone clean) is I need to wait until I return from vacation in a week and let you try again. HOW did you EVER get a #1 customer Rating with J.D. Powers...I have now lost all faith with them as well.

I lost my cell phone yesterday at the airport in Costa Rica. Please suspend all activity on the phone. Thank you.

Support se4vice is poor. Besides taking forever to get to talk to a support tech she was unable to resolve my problem installing "Hotspot". Due to my lack of computer skills I employed a computer consultant who, after spending thirty minutes with a second tech, it was resolved that the device was..."defective. Get a replacement device! Guess what...after forty minutes of phone time..."Sim Card" is the wrong one. It was readily apparent that my tech was better qualified than the Consumer techs...three of them...in resolving the issue

3 calls this morning Nov 11 to try to use the DORO I'have had for 10 days... first I had to wait to get another sim card, then I was told that I HAD TO WAIT 24 HOURS for the ATT system to transfer to another system...I keep calling to hear the same message any time of day 'EXPERIENCING HIGH VOLUME OF CALLS'NO ONE EVER GETS BACK IN TOUCH WITH ME WHAT CAN I DO/

I called all day Friday left 3 requests for call back. Waited all day no call also waited on hold 30 minutes, no answer hung up, needed information immediately. Very disappointed and aggravated with your device. Called this a.m. got same message. I need a call back today. I am wasting my valuable time it's time for me to change carriers!

Consumer Cellular has made one very LARGE mistake with their commercials. FIRST, what you used to find at the LIBRARY is still what people come to the LIBRARY for. Google does not give you any more information than your local library can and does. However, what you do not find at your local library is the vast amount of incorrect information that swamps the internet. ANYONE can post anything they would like on the open internet. What you get at the LIBRARY is FACTUAL INFORMATION. PLUS....We Librarians have been teaching seniors HOW to use the technology companies like Consumer Cellular sell to them without any support network for some time. SHAME ON YOU CONSUMER CELLULAR...YOUR PRODUCT DOES NOT REPLACE US...WE SUPORT YOUR COUSTOMERS MORE THAN YOU DO!

I Am Tired Of The Attitude Of The Customer Service From Consumer Cellular. I Have Been A Customer Of This Company For 7 Yrs. I Purchased Two Phones 30 Days Ago And Has Been Nothing But Trouble. I Am Been Charged For A Data Usage I Never Requested. And My New I Phone Had It Automatically On And I Have No Way To Know It Was On Or How To Turned It Off . The Phone Came Without Instructions. I Was Notify Of The Rate Changed When I Question It (which Took Me About 30 Minutes To Get Through) I Was Told Of The Data Usage. I Inmediately Ask How To Turn It Off . In 7 Yrs I Never Use But The Minimum. I Reached To Customer Service About The Overcharged Through Phone And E Mail. They Dismissed My Complained 1. The Phone Came Program With Data On...2. I Was Never Told 3...i Had Nw Way Of Knowing It Was On Or How To Turned It Off. My Initial Called After Receiving The Phonw Was That I Had No Operating Instructions For The I Phone. I Was Told Not To Worry. I Am A Senior With Limted Income This Data Overcharge Really Upsets Me. Unfortunately This Company Is Changing And Not For The Better