Consumer Cellular Customer Service Issues

I am experiencing an issue that requires attention. Three weeks ago, I initiated contact with customer service to address my family's cell coverage concerns, as we have four registered cell phones under ([redacted]). I expressed interest in setting up WiFi calling due to poor reception at home, despite having a signal booster. Initially, during the 1st chat session, I was informed about setting up WiFi calling on my AT&T provisioned phone. However, in a subsequent chat, I learned that my phone might be "defective" since the setup did not mention WiFi calling. Upon investigation, I found that my phone was compatible with AT&T accounts but not their towers. I then requested a switch to a T-Mobile tower, which enabled WiFi calling but presented a new issue - lack of cell coverage in my area. Yesterday, I called customer service and opted for a callback due to a long wait time. However, I did not receive the callback until 17.5 hours later, during the holiday week. Furthermore, during a chat session, it was explained that my request for WiFi calling with AT&T towers could not be fulfilled. Additionally, I would now need a second SIM to revert to my previous limited coverage with AT&T, forfeiting WiFi calling. Today, I received the delayed callback during an inconvenient time, which was unexpected considering the reputation of your customer service. What caused this sudden decline in service quality? Regards, Douglas T.

I am extremely disappointed with the service I received from Consumer Cellular. They disconnected my Straight Talk service prematurely, charged my $30 check before scheduled, leaving me without any phone service for two weeks. When I contacted them, they instructed me to activate Consumer Cellular, which turned out to be incompatible with my phone. Despite never having their service, they still charged me. I demand a refund of $30 and compensation for the lost half-month of Straight Talk service. It was frustrating to lose contact with people due to the abrupt disconnection. Consumer Cellular needs to rectify this situation promptly, or I will consider taking legal action. It is unreasonable to charge for a service that was never rendered.

Dear Consumer Cellular, I am reaching out for the third time to seek assistance regarding my phone line [redacted], as previously discussed over the phone and online. I followed the instructions given to wait 24 hours, removed and reinstalled the sim card, and had a technical representative remotely reset and synchronize the line with a cell tower. However, my online account still does not show any usage for this line since 1 Feb, despite regular activity. I have noticed that my other line, [redacted], shows accurate usage, which is concerning as the total usage for both lines should be reflected. This discrepancy is a first for me. I kindly request that you address and resolve the issue of line [redacted] not displaying its usage correctly. Please use this email for further communication. Remaining hopeful for a swift resolution,

I encountered an issue with my Samsung Galaxy J3 phone; the screen remains black despite restarting and changing the battery. I am unable to operate the phone properly. If a new battery is needed, please kindly send one out and charge the cost to the credit card on file. I would appreciate it if you could email me with a solution. For urgent matters, you can also reach my husband at [redacted] but please leave a message as he is at work until late this evening. Could you please share your office hours as well? Thank you.

Before our trip to Costa Rica, my husband contacted Consumer Cellular to discuss how we could cut down on phone expenses while abroad. A representative suggested sending us 2 sim cards for our phones to use overseas hassle-free. The sim cards arrived, and my husband got his activated while deactivating the old one. However, his phone didn't work with the new sim card due to it being locked. Upon contacting Consumer Cellular again, they mentioned that he needed to unlock his phone to use the new sim card. Unfortunately, they were unable to unlock it and advised reaching out to our original carrier, AT&T, who declined since we no longer had a plan with them. This situation also applies to my phone. My frustration stems from the lack of information provided by Consumer Cellular's customer service and the inability to find an alternative solution for using our phones in another country.

Order Inquiry I am extremely frustrated. I ordered a new flip phone to replace my malfunctioning one on Tuesday via phone call. The order went smoothly, my bank account was charged, and the phone was supposed to ship the next day. However, I then received three emails requesting me to call about my order, which I couldn't do immediately since billing was closed. I am confused as everything seemed fine, the payment went through, and the phone was set to be shipped. I demand a valid explanation for this inconvenience. Below are the emails from Consumer Cellular. - DeAnna Brayton

I purchased my phone from Consumer Cellular. My granddaughter initially set it up without a password, but later it started asking for one. Additionally, it keeps prompting me to sign up for auto-pay, even though I haven't. Two days ago, the password I set stopped working and now the phone is disabled. My daughter tried to reset it, but it requires connecting to iTunes on a computer, which I don't have. I'm stuck with a phone and service I can't use. What should I do next?

I preferred my smaller red cellphone that fit perfectly in the interior watch pocket of my jeans. I wish phones were still simple - for making calls only, no texts. A small, basic phone suited me better for field calls. The newer, larger phone doesn't fit in my pocket like my old one did, making it less accessible and secure. I wonder why phone sizes have increased. I may go back to a landline, as I've never been a fan of relying solely on a cellphone. The new phone, though not my preference, is essential for emergencies. I long for the days of sturdy, reliable landline phones that could double as self-defense weapons. Despite my reservations, I'll adapt to this new era of phones, even though I miss the simplicity and compact size of my old red cellphone. Adjusting to change can be challenging, especially for someone like me who values practicality over modern features. Regards, Richard.

I have been a Customer Cellular subscriber for years. I used to pay $15 for one line with [redacted] minutes and an additional $10 for a secondary line that shared those minutes. Last year, Customer Cellular advertised that if I exceeded my minutes, I would be automatically upgraded to the next level without extra charges. However, after a temporary project requiring more minutes, my plan was not downgraded back to [redacted] minutes, and the cost of the second line increased from $10 to $15. I called and had my plan adjusted, but I still noticed the overcharge. When I tried to update my payment method online, I couldn't find an option, but I noticed I was still being overcharged. I called, updated my payment details, and inquired about my billing. The representative, Dan, explained that I had lost the $10 rate for the second line when my minutes level increased. This increase was never mentioned in the automatic level change system, and I believe it's unfair. I am waiting for an explanation from Customer Service, but at this point, all I want is for my second-line rate to go back to $10 and a refund of the overcharges.

I'm feeling frustrated and would like this issue escalated to a technical support supervisor. I've been a long-time customer and have always found your service to be great. I had an unexpected business trip to Canada, so I contacted your team on Thursday for assistance with using my phone in Canada. Following your advice, I purchased a T-Mobile SIM from Target on Friday and activated it as instructed later that day. I was assured my phone would be on the T-Mobile network by 11PM on Friday, however, my phone was still not working on Saturday morning. After multiple calls to your customer service, I was informed that the transfer was delayed and ongoing. Despite reassurances, the issue persisted, and I was informed the transfer would not be completed until Monday at 9AM Eastern. As I am traveling to Canada tomorrow, I urgently need my phone to work. Your prompt attention to resolving this would be greatly appreciated. Thank you, John.

I want to request an extension on my payment due date since I'm experiencing some banking issues that prevent me from accessing my funds. My husband is currently battling Stage 4 cancer, and having our phones available for emergencies and medication reminders is crucial. I previously discussed this matter with a representative and mentioned that my account situation should be resolved shortly. I kindly ask for a few extra days to make the payment.

Subject: Issues with Voicemail Setup To Technical Support, I recently signed up for service with CC and encountered difficulties setting up Voicemail on our three lines, each using different phone models. While my iPhone transition to CC was smooth, the Nokia and LG phones had Voicemail setup issues, leading me to switch to Alcatel 4044v phones. The transition on one Alcatel went well, but the other had persistent Voicemail setup problems. After extensive troubleshooting with CC's support team, a higher-level agent resolved the issue by updating the phone's software. This experience highlighted the importance of ensuring frontline staff have all necessary information to assist customers effectively. Inconsistencies between external instructions and internal phone software can lead to unnecessary time and effort. It would be beneficial for staff to be informed of such issues that require software updates to prevent prolonged problem-solving efforts. Sincerely, Albert A. Cinquepalma Email: [redacted] Phone: [redacted]

I have a landline through Consumer Cellular and have been satisfied with the service. However, for the past two months, I've been experiencing heavy static on some calls sporadically. The static occurs randomly, sometimes every few calls or consecutively. As I work from home using this landline, it has been challenging. I've tried three different phones, but the issue persists. I contacted your support, and was advised to perform various troubleshooting steps, but the problem remains. It seems to be related to the antenna, as sometimes a call starts clear and then gets staticky. I cannot call when the static happens, as hanging up removes it. Can the antenna be replaced to address this issue? Thank you. - Vickie Lout, PO Box [redacted], Blanchard, LA [redacted]

I have been a loyal customer for years, using two iPhones, and unfortunately, have been experiencing the same issue on both devices. Despite some recent assistance from customer service that improved my voicemail, the main problem persists with missed calls not coming through and voicemails not showing up. This caused me to miss important test results from my doctor, which is completely unacceptable. Even after trying various solutions, the problem remains unresolved. I have confirmed with Apple that the issue is not on my end, so why does it continue to happen? I appreciate your competitive prices, but I rely on my phone to function correctly. I will be relocating soon, otherwise, I would consider changing providers now. Please address this issue promptly. Kindly reach out to me at [redacted]. Thank you.

As a new customer with 2 lines, being 76 years old, a white female, and a keen viewer of political news, I was taken aback when I noticed "ICE" listed in my Contacts. Given the negative connotations associated with ICE in the news today, it did give me pause. While I understand your usage may differ, I believe many in the current climate fear ICE, and having it in the Contact List could be unsettling for them. I recognize these things can be unintentional in cell phone system design, but given the political environment, I am uncertain if this was deliberate. I'd prefer not to make this political, but the ICE reference is a significant concern for me. The negative reports about ICE's activities make me uncomfortable associating with it. If feasible, I would suggest changing the label name to something that doesn't evoke these emotions. The data collection process can remain the same, just with a different name than "ICE."

In May [redacted], I received an alert stating I had nearly reached my usage limit. Despite only using voice calls on my phone and not using data, I was charged for services I didn't understand how to use. After contacting customer service, they gradually removed the extra charges and assured my bill would decrease to around $25.00 the following month. However, in June, I noticed I was still being charged around $27.00. When I contacted customer service again, I was informed that I accidentally activated additional services, which I strongly deny. I was assured that I should be on a $25.00 plan with only voice calls, yet my plan keeps getting upgraded without my consent. I feel deceived by the constant reassurance that my plan won't change. I believe there should be no automatic upgrades on my account, and I question why I'm being charged for unwanted calls despite registering them with donotcall.gov. I am frustrated by this unfair treatment from customer service as I have been clear about my desired plan.

I recently transitioned my Samsung S7 from Verizon to Consumer Cellular (CC) about five days ago. Unfortunately, my phone is not functioning properly. Despite showing the CC network on the screen, I am unable to get a signal in various locations where it previously worked perfectly with Verizon. Interestingly, our Apple iPhone 7 Plus, which was also switched to CC, is working fine. After verifying with Verizon that my phone is not locked, and following advice from CC's tech support to replace the SIM card, the issue persists. I have replaced the SIM card at the Manalapan NJ location as advised, but there has been no improvement in the phone's performance. Occasionally, I receive incoming calls, but I am unable to make outbound calls. Unless this matter can be resolved to ensure my phone works seamlessly with CC's service, I may regrettably need to discontinue my service with CC. Any assistance in resolving this matter would be greatly appreciated.

I received a mailer from your company requesting my business. Upon calling the provided phone number, I encountered a recorded menu asking for the last four digits of my social security number before speaking to a representative. I provided a fake number, which the system rejected, claiming it didn't match my registered information. I found it concerning that personal information was required before any questions could be asked. It left me questioning the legitimacy of the request. As a discerning individual, I know that the first numbers in a social security number only identify the area of issuance. Your insistence on obtaining this sensitive information upfront raises red flags for me. It seems unreasonable to proceed with any business interaction under these circumstances.

During my recent trip to London, I encountered a frustrating situation with Consumer Cellular's international roaming policy. Despite prearranging and paying extra to continue services beyond the $50 cap, I found myself stranded in Paris without data or the ability to make calls. The lack of communication about my data usage left me struggling to navigate the city and contacting the company was difficult as my data was blocked. Upon returning to London, the uncertainty of having access to mobile data is unsettling. Consumer Cellular should improve in three key areas: Firstly, promptly provide pre-purchased international roaming without supervisor approval. Secondly, send alerts when nearing usage limits and offer easy options to add more. Thirdly, eliminate arbitrary limits on extended roaming time and consider offering unlimited options with daily usage notifications. In this digital age, reliance on paper maps due to mobile data restrictions is not only inconvenient but also potentially dangerous.

My mother's late husband, Larry Wrangham, held account number #[redacted]6 and has recently passed away. I am attempting to settle his outstanding bills from [redacted]. I officially requested the closure of Larry's account with confirmation code #[redacted] on May 24, [redacted]. Despite having made a full payment on July 15th online at 8:01 am, the transaction did not go through, and the funds were not debited from my checking account. Subsequently, I received a final bill due by August 14, [redacted], as his account was mistakenly sent to collections on July 30th. It is important to clarify that I am not directly related to Larry Wrangham, my mother's husband. I am covering expenses personally since there is no estate in his name. I am dissatisfied with how this situation has been managed. Larry Wrangham's Consumer Cellular account number is [redacted]66, and I am his wife's daughter, not a blood relative of his. Larry had been a customer with Consumer Cellular since [redacted].