Consumer Cellular Customer Service Issues

I spent over two hours in a chat, where I was convinced to do a factory reset that erased everything on my phone. I was facing issues with calls, not hearing them come in, and lacking a dial tone when making calls. I am not tech-savvy and can't set up my phone now. Despite calling, I couldn't reach a live person, and the service experience has been terrible. I need to switch to my Doro phone but don't know how to insert the sim card from my smartphone. The company's reliance on the virus situation as an excuse seems unjustified, and I feel the customer service should be better. I was denied help at a nearby Target store and was told they're no longer offering support. If I can't get assistance via phone or chat, I'm at a loss for what to do next. My phone is unusable, and I refuse to pay a bill for a service that isn't working. I expected a credit and instead faced threats about collections. I have decided to discontinue using this company as it seems the primary focus is on payment rather than customer care.

To whom it may concern, I am writing to report an issue with my Consumer Cellular iPhone 11 Pro. Recently, I have been experiencing problems with the volume on my phone. When I hold the phone to my ear, I cannot hear anything and have to rely on the speakerphone to communicate. Despite having the latest software update, IOS 13.6, the volume problem persists. Additionally, since the nationwide cellular outage last month, I have noticed that my phone frequently drops calls, causing disruptions during important Zoom conference calls. I have attempted to adjust the volume using the buttons on the side of the phone and have also tried resetting the phone, but unfortunately, these solutions have not resolved the issue. Any assistance in addressing these problems would be greatly appreciated. Sincerely, Douglas Cunningham

As a disabled senior, I rely heavily on my phone for communication. Recently, I received a replacement phone from Consumer Cellular, a LINK brand, but it is completely non-functional. The phone does not ring, and I am missing important calls from medical providers due to this issue. With my advanced Multiple Sclerosis condition, I cannot afford to miss these crucial calls. The phone's volume buttons do not work, impacting the sound quality, making it impossible for others to understand me during calls. I have spent several hours trying to resolve this with no success. I am asking Consumer Cellular to provide a fully functioning replacement as soon as possible, in line with their reputation for excellent service. I am hopeful that this matter will be resolved promptly. Thank you for your attention to this urgent matter. Sincerely, D.S.L.

I recently initiated a plan with your company but had to cancel shortly after due to issues with the billing process. Despite settling all outstanding payments, my $[redacted].00 iPhone XR remains locked by you. I am unable to use it now. I would like to continue using my phone with another provider and not be constrained by it being locked. The service experience was very disappointing as I faced challenges with obtaining a passcode even after submitting my driver's license and proof of purchase. I hope to resolve this matter without having to seek external assistance beyond customer care. Thank you, Henry Ambrose, Account Number: [redacted]4.

On August 5, [redacted], I contacted support regarding phone issues. After a 27-minute wait, the agent named "Greg" answered abruptly and seemed in a bad mood. I greeted him but he disconnected the call one second later, leaving me feeling frustrated about the time wasted. On July 23, [redacted], during a call about my data usage, I waited for 40 minutes. Reviewing my billing history, I noticed an unusual increase in data usage that didn't align with my usual habits. When I discussed this with the agent "Jonathan," he initially argued with me. He later excused himself to discuss the matter with someone and upon his return, he behaved condescendingly, insisting the issue was my fault. Due to these experiences, my family is considering switching phone service providers.

I recently received a new iPhone to replace my old Samsung due to technical issues. During the transition, I encountered problems setting it up. My account has been active for over a year, and I agreed to switch to an Apple iPhone. Unfortunately, while trying to set up the new phone, I lost the connection during a call with customer service and now cannot make calls as my device shows a message about not being registered on the network. Additionally, the iPhone is displaying foreign language prompts about a password and I am unable to dial out. Coincidentally, my husband's Consumer Cellular phone stopped working on Sunday, despite numerous attempts to charge it. I am hoping to resolve these issues promptly or return the devices if necessary.

I am frustrated having to repeat this. My neighbor using cc and I are both experiencing no service. This issue needs attention. Missing out on important news is unacceptable. Despite being a customer for 12 years, cc is close to abandoning them. Visiting the website, I was required to pay just to speak with a technician, which was a disappointing experience. The company's marketing on popular game shows (Jeopardy/Wheel) doesn't reflect the reality of the poor service. It's disheartening to realize how they fund their promotions, taking advantage of customers like me.

Recently, my iPhone 6S has been losing signal within my house, though it remains strong in other locations. The issue is causing disruptions in my phone calls, as the caller can't hear me, resulting in me having to dial back using my landline. Turning on the WiFi has helped at times, but the signal fluctuates between no signal and a weak one bar. I've learned that CC shares AT&T wireless and assume there are multiple towers in Pike Creek/ Hockessin DE, where my signal was once reliable. Despite parking close to a tower, the signal remains weak. I would appreciate any advice on resolving this matter. - Ralph S. [redacted]

On 10 August [redacted], I visited Target for the second time to switch my cell service from Verizon to Consumer Cellular. After following the previous instructions to get a code number for the switch, I found out on 17 August [redacted] that my phone not only had new service but also a new number, despite my request to keep my original one. After an hour on the phone with another Consumer Cellular representative, we scheduled an appointment for 18 August at noon to address the issue. Upon arriving at Target on time and spending time with the store clerk until 1:45 pm, the problem remained unresolved. The clerk suggested returning on Friday, 21 August at noon. Although I appreciate the effort of the clerk, the situation is still not resolved. I couldn't find anyone else at the store to assist further. I hope to have this matter resolved without the need for more unproductive trips back and forth.

About three weeks ago, work was completed on an AT&T tower about a mile and a half from our home. Unfortunately, since then, we have been experiencing no signal bars at home, making it challenging in case of an emergency. I have reached out to customer service, having long waits on multiple calls. The tech support representative assured me the issue would be fixed by restarting my phone, but the problem persists. I have tried contacting support again today with no luck. If I do not receive a response by 12 pm EST, I will have to consider switching to a different service provider.

Hello, I have been a loyal customer for many years and overall satisfied with your service, except for one recurring issue. I have noticed that every time I exceed my minutes, my plan is automatically upgraded to the next level, resulting in an increase in my monthly bill. Since I have recently retired and my phone usage has decreased significantly, I have reached out multiple times to request reverting back to my previous, lower plan. Despite speaking with your customer service representatives who explained the company's policy, I am once again appealing for a reduction in my monthly rate. I have observed a gradual increase in my bill over the past few months, moving from $20 to $30. As my usage has decreased due to retirement and the current pandemic situation, I am kindly asking for a lower monthly rate that aligns with my reduced phone usage. Although I understand the reasons behind the bill changes, I hope to receive assistance in adjusting my plan accordingly. Thank you for your attention to this matter. Best, Frank G. Account Phone Number [redacted]

I recently purchased my first cell phone at 70 years old and I'm new to using one. I reached out to Cellular for assistance, and they sent a video for me to watch. I then visited Verizon, where a salesman helped me set up an ID and password on my phone. However, he directed me to AT&T for further assistance. Despite some confusion with the manufacturer, the Verizon salesman attempted to set up my computer's ID and password, with the ID working but the password not accepting. When I contacted Cellular again, they advised me to set up a cell phone on my computer before proceeding. They mentioned there are four options to choose from, but I am unsure which ones to select. Any guidance would be greatly appreciated. Thank you.

I bought a Motorola SMART Phone at a Target store in Crystal, Minnesota, along with a Square Trade Warranty. Unfortunately, I encountered numerous problems with the phone, prompting me to reach out to Square Trade for assistance. To my surprise, I learned that the phone was never registered for the warranty at Target. The Electronics Department employee assured me that all the warranty information was entered when I made the purchase, but it seems there was a lapse in their process. During a trip to Florida via Memphis, the GPS on the phone malfunctioned, leading us astray and causing a series of stressful events, including getting stranded in a rough part of Memphis. Upon stopping at a Taco Bell, they were unexpectedly out of hamburgers, adding to the bizarre day. The situation escalated when we hit a set of needle nose pliers in the Taco Bell parking lot, narrowly avoiding a flat tire. Subsequently, witnessing a shooting incident while at a traffic light further heightened the chaos of the day. These events highlighted the importance of having a properly functioning phone, especially during emergencies. It became evident that the Square Trade Warranty would have been crucial if it had been registered as intended at Target. The lack of proper registration and the subsequent issues with the phone have been incredibly frustrating, underscoring the need for better training for Target's Electronics Department employees.

On September 2, I received a phone call stating that my new Consumer Cellular account was overdue. I thought I would receive a bill and assumed they would charge my Visa automatically since I had not received one yet. After contacting customer service via computer, I was directed to a secure form to provide my credit card details. Recently, I received a receipt from 6ya thanking me for joining their service, although I have no recollection of doing so. I have no interest in an additional charge from 6ya and would like to cancel the order. My main concern is whether my phone charges will be withdrawn monthly from my Visa as planned.

I, along with my husband (E. and D. Benortham), have decided to switch to Spectrum due to lower monthly costs, not due to any issues with your service. Our phone numbers are [redacted] and [redacted]. Upon trying to use our phones with Spectrum, we learned they are locked by Consumer Cellular and require unlocking to work with the new provider. It's crucial for us to have access to our phones for emergencies since my husband has health conditions. Could you please unlock our phones promptly, preferably today - 09-06-20? Your quick assistance is greatly appreciated. Thank you.

I contacted roadside assistance at 3:30 pm on 9/9/20 to help with my wife's lockout. Angel mentioned sending a text with an estimated arrival time, but my wife returned home at 6 pm after arranging service elsewhere. When I called at 6:15, I was informed about Highway Patrol priority calls but was disappointed by the lack of communication. I hope for an explanation for my wife at [redacted] and a refund for the service we paid for but did not receive. It's frustrating that neither a text nor a call was provided to us.

I need help with my phone. I can only make emergency calls as I forgot my password and can't remember my pin, voicemail password, and Google account. My account number is [redacted] and the model number is ZTE Avid [redacted]. I turned off my phone to remove unwanted apps and reset it, but I forgot my Google account details. People can call me, but I can only make emergency calls. Please assist. Contact me at [redacted] Thank you.

I am writing about Account Number [redacted]23. When I called to set up service for my brother, C.Z., at Phone Number [redacted], I was informed that his phone was incompatible with your network. I was assured that no account would be created and no charges would be applied. Despite multiple confirmations with the representative, stating he wouldn't be charged, the opposite occurred. Currently, there is an account with charges for unused services. I request the account closure and removal of these charges.

I am currently on the phone with a customer service representative who is requesting my private information, such as my social security number, date of birth, and email address, which I find unnecessary for my inquiry about getting a new phone for my 91-year-old father, who is an existing customer. Despite my repeated requests to speak to a supervisor, the initial representative kept me on hold multiple times without transferring me. After numerous attempts, I finally spoke to a supervisor named William, who initially struggled to understand my query about smartphones with larger screens and wireless charging. Ultimately, after some back and forth, he recommended the Apple 10R ($[redacted]) and Samsung Galaxy S10e ($[redacted]) for me. I pointed out to William that if the website had a filter for wireless charging, my call might have been unnecessary.

Account Number: [redacted]57 Upon switching to Consumer Cellular (CC) in May [redacted], I was assured that everything would remain the same as my AT&T service but at a lower cost. However, after a call with a CC agent in July [redacted], my phone lost its Sounds and Haptics features, resulting in no ringing for incoming calls or notification sounds for texts. This issue persists. Additionally, my AT&T Internet fee increased from $50.00 to $68.00 in August [redacted], leaving me feeling frustrated as I didn't experience any savings by switching to CC. I am unsure if I wish to continue with CC/AT&T service. Thank you. - Elenita Fermin