Diania Nky

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Verified Reviewer

Problem Is Reliability - Service Keeps Crashing

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They tell you it's your device but it's their service. Their customer service is too regimented with processes and procedures, and is inflexible in assisting customers who have better alternative.

I am giving them one last chance to get their act together or I will get rid of them. Expected more, but the reliability is awful and they need to be more solutions and customer oriented. I see from this site alone a lot of others have issues with them as well. If they cannot be reliable they have no business being in the game.

Consumer Cellular: please be better and more responsive to your customers' needs. If a tech is needed to fix an issue, do not push it all back on the customer to try to "fix" it first! Many of your clientele are older seniors with health issues who did not grow up with the internet and expect your company to fix its own problems remotely if needed.

At least give the ticket to the tech! Customer Service is not the tech.

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Pros:
  • Usa based
  • Some customer service people are good
Cons:
  • Needs more empathy with customers not my way or highway
  • Customers suffer when customer service troubleshoots and not tech
  • Some customer service people are really bad

User's recommendation: Tell Consume Cellular To Be Less Process And More Solutions Oriented

Anonymous
map-marker Summerville, South Carolina

Kudos for great service from an employee

My husband and I purchased service with Consumer Cellular on 5/31/23 at our local Target store in Summerville, SC. Our salesperson, Ayanna was a pleasure to work with. We can't speak more highly of her. Being senior citizens we appreciated her patients and enjoyed her bubbly personality. She is certainly an asset to your company. She is truly a keeper! Please pass this review to Veronica, Ayanna's Team Captain for us as well.
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User's recommendation: Great Price, Great Service, Friendly Helpful Faces!

Anonymous
map-marker Brighton, Michigan

New phone

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I am very happy with Consumers Cellular. I have been with them for about 20 years and when I have contacted them they were always able to take care of my problem.
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User's recommendation: I just referred my neighbor to them, and she is delighted. Saving a little over $50. a month.

Kim G Nhv

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Verified Reviewer
| map-marker Davison, Michigan

To switch my service to a different city

I moved down to Davison mi. Im not able to talk on my phone because people cant hear me. Can we switch my service to my new address??
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Sam P Pog

No internet

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The service was cut without notice. No internet, no roaming, no phone calls. We are in Chile, we need this service, my husband has a heart condition that could need emergency treatment. We can not use the phone even to call Customer Service and fix the problem. We have direct payment with our bank account. Thanks
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Preferred solution: Restore the service

Leroy C Kek

Trying to call

Couldnt get my call through after I filled out the questionnaire on the web and was informed to call and then was informed that my call could not be completed at the time as if the number was out of order
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Preferred solution: Get a return call

Sherry J Cyi

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Verified Reviewer
| map-marker Memphis, Tennessee

To remove the number 901586****

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She disconnected my service on one phone line promptly n efficiently Very satisfied with my service from the customer service rep Sherry Joyner
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Ron W Adl

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Verified Reviewer

Phone they recommended I purchase does not support 4 or 5G service!

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I called Consumer Cellular in August 2021, wanted info for phone service for talking, not interested in texts nor internet service. I was aware that some phones will only work with AT&T or Verizon, I asked them what phone I needed for their service.

They suggested a flip phone, a Samsung Rugby 4 SM-B780A which I could purchase from them for $170. I purchased the same model phone on my own for $150. I started the service, they sent me a sim card, activated the phone, all was well for a few months, no service in some areas but for the most part no complaints. Didn't use it much but was handy to have in my pocket.

In February I realized that regardless of my location I couldn't make or receive a call. I tried calling Consumer Cellular from my home phone so many times, waited for extended periods of time, no one would answer. I sent them numerous emails, which they didn't respond to either.I had recently paid them $50.42, I now disputed that charge. Surprise, surprise, now there's communication!.

Now I've learned that the Samsung Rugby 4 phone which they recommended runs on 3G technology. 3G Phones no longer work since the launch of the 5G service. I've also now learned that the announcement about 5G service was made in April and would start in February 2022. This announcement also informed the industry that 3G phones would no longer work.

This was 5 months before I purchased the Samsung phone. The way I see it they still owe me $125.

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Loss:
$175
Pros:
  • Cheaper on the surface
Cons:
  • Terrible customer service

Preferred solution: Full refund

User's recommendation: I don't recomment Consumer Cellular that's for sure

1 comment
Guest

Disagree that it's "cheaper on the surface"! It's flexibility costs MORE, not less.

It's phone sales are marked up (as you identified, your phone was $20 more thru CC, a 13.4% markup) for a CC profit but filled by a 3rd party vendor. It now MANDATES auto-billing + paperless; must do both or receive $5/month fine. It LIED about ability to keep'old' service package and still be able to change your monthly usage levels. The employees lied when they said you must call every month in order to change plan level and not be kicked into 'new' plan levels.

It's been a WOKE company for years, now the employees and tech supervisors are emboldened and actually threaten the phone customer if they are personally unhappy with your (non-foul, non-abusive) verbiage. The phones are crap, likely seconds that Apple etc wouldn't sell themselves.

Abdelkader S

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Verified Reviewer
| map-marker Athens, Attica

Pay my bill

I am trying to pay my bill from overseas and get no help from customer service. please help me to pay my bill
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Cons:
  • No access from overseas

Preferred solution: HELP to get access to my account and pay my bill today!! I am overseas and CC does give me access to my account to pay my bill!!

Bob C Mjg

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Verified Reviewer

DISPUTE - FAILURE TO DELIVER PROMISED ITEMS

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Updated by user Nov 06, 2021

Too new to tell. Hard copy mailed to CEO Consumer Cellular just yesterday 11/5/21

Original review Nov 05, 2021
Hello Mr. Marick or current CEO,
CONSIDER THIS A DISPUTE:
Recently I was swayed to Consumer Cellular (CC) after many years with Verizon and some good and bad that came out of their cellular service.

CC offered the same basic plan with additional benefits at a better price point. All good so far.
Two weeks ago I started the transition getting the facts of need from CC and then contacting Verizon acquiring information and 10 days ago I gave the information to CC techs. They mailed me a new CC sim card to install in my Verizon phone thus transferring all files from my Verizon account to CC. It didn't work.
I was in the midst of the conversion and after giving the Verizon account number and pin to CC and while talking to them and them talking me through the steps for the conversion my Verizon account closed and the phone went dead.

This resulted in getting into a chat with one of your agents who instructed me to install the CC sim card in the Verizon phone and all would be good to go. Well, as soon as I put the CC sim card into the Verizon phone every page was rendered in reverse! It would take a mirror to read the text or anything displayed in the phone on any given page. The dialogue that ensued lasted over an hour at which point CC conceded that because the situation was one of a Verizon phone and a CC sim card, I'd need a CC phone.

Why was I not told of this before hand? Issue number one!
That said, yesterday I received the equivalent of the Verizon phone from CC. I was PROMISED by CC representative Erica W. that she had great news for me.

No more sim cards to deal with, rather the new phone would come pre-programmed to include all of my contacts, texts, messages and photographs. I was excited! My greatest fear would be the all consuming time to recreate my entire list of personal and professional contacts, something that would take me hours to complete, emails to send and internet lookups to achieve.
I followed the CC instructions to the letter that came with the phone. The individual on the CC side advised that the transfer had been successful and that my new CC phone was now operating using CC as the carrier.

False!
I was still using my Verizon phone to make and receive calls even though CC was adamant that my Verizon phone was defunct, that the account had been changed to the CC phone. The CC phone showed a message "inactive other than emergent use." Words to that effect. Meanwhile the Verizon phone showed that I was connected on that phone with the CC network.
Consequently I got into a chat with Michael N. for about two hours Wednesday afternoon, 11/5/21.

During that time he asked me to remove and reinstall the sim card, contrary to what Erica had told me. When I did this during the chat session the phone did switch from the Verizon phone to the CC phone.
HOWEVER! All of my contact information, messages, texts and photos were gone! Michael and I spent a lot of time trying to pair my old Verizon phone to the new CC phone to transfer files, a time consuming process that ultimately failed.

By now I had four hours invested in what Erica had said would be a seamless transition AND all of my data was lost!
I told Michael N. on several occasions that this was NOT what Erica had promised me and that I expected to be compensated for my time in rectifying this problem. However, Michael N. could only authorize a $10 credit for my now four hours of woe.

I asked him to do better than that, my time and the failed promise by Erica was worth a six month service credit given the fact that now I had to sit down with an empty phone and recreate all of the contact information in the new and devoid of any of my information CC phone. Michael remained steadfast in his $10 offer and even Justin B., his supervisor that I asked him to converse with supported this pittance for my troubles.
Erica should have told me right up front that the files could not be transferred from a phone provided by a CC competitor to a CC phone! She failed to do this and thus far I spent 4 hours yesterday and stayed up most of last night resurrecting vital contact information and manually entering it into the CC phone. This involved, as you can surmise, emails to friends to regain their mobile, home and work numbers, to my medical and dental teams via the internet to look up their phone numbers lost as well as an entire host of businesses that I deal with locally including retail and wholesaling venues, infrastructure service providers, other vendors, my banks, outlying businesses, the Mount Vernon Police Department fraud unit, my banking fraud unit numbers, et all.
I got three hours sleep last night so that my update of the CC phone is nearly complete.

Of course lost are any and all text messages, photos and other information that was in the Verizon phone that is irretrievable.
I hold Erica personally responsible for misrepresenting CC and leading me to believe that this process would be seamless. It was anything but.
I would not blame Michael N. for making every effort to try to do things beyond his ability, just wasted time on his and my part.
I do hold CC responsible for my extensive time loss in recouping contact information lost in the transition and I believe that it is more than fair to ask for six (6) months of service credit for my lost time. I'll forget about the messages and photographs lost since I will be re-texted by those I didn't have a chance to respond to, at least for the most part.
If you cannot grant me the minor allowance I request for this SNAFU, then I will be compelled to forward this information to the Washington State Attorney General's office for investigation since you are operating in the State of Washington.

They are very good in working with me on situations such as this.
Yesterday I sent this in an email to you, however it was rejected. My only recourse was to send it through chat, at that point. Introduce another hour of my time talking with Corey K and her supervisor Linda H. Corey and Linda both said they would provide me with transcripts of all chat sessions and that they would move this letter to you upstream.

However they did not email me the chat. Growing suspicious I had to get into the chat qu list again. Once again I talked with Corey and Linda. They had a solid email address and yet failed to send me the chat conversation(s).

I also asked for the recorded telephone conversation transcripts that they said they could not provide. They argued that they weren't responsible for Verizon to which I agreed. Yet, going back, Erica W. advised that my new CC phone would arrive with a new sim card containing everything that was in my Verizon phone so that was a link and a promise made and a failure to deliver on that promise.

I am now sending you this and I will also be sending this in hard copy to you as well since electronic communication seems, ironically not a CC strong suit.
I do hope that it doesn't need escalation to their level as it is more time for me and for CC as well.
I am on your month to month plan as I was with Verizon so we are only talking about the equivalent at six months or $120.00 for my time and suffering. I do not believe that is a request that is anything other than fair.
Should you have further questions, CC does have copies of the chat sessions and voice recordings between all parties mentioned, especially Erica W and Michael N. Corey K, Linda H and the latest chat facilitator Janezza T.

who said she'd move this upstream as well. I wanted you and your staff to review and understand that what I've said here is factually accurate and the chat and phone transcripts bear this out.
Please advise me of your intent on or before Wednesday, November 10, 2021.
Regards,
Bob Curtiss
360-731-****
monsieurbj2@***.com
205 S 6th St.
Mount Vernon, WA 98274
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Loss:
$120
Pros:
  • Good rate
  • Good coverage
Cons:
  • Sending consumer cellular emails impossible
  • Talking to a live person is almost impossible
  • Customer service sucks

Preferred solution: Price reduction

User's recommendation: IF YOU ARE TRANSFERRING FROM ANOTHER CELL CARRIER TO CONSUMER CELLULAR YOU CANNOT TRANSFER DATA REGARDLESS OF WHAT THEY MAY TELL YOU!

Diana M Xxt

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Verified Reviewer
| map-marker Riverview, Florida

Billing & cashing checks.

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My 4/29/2022 check #7723 for $28.38 was 'lost' even though I sent it to POB 650680, Dallas, TX 75265-**** as instructed. Per my 5/21/2022 phone conversation with Consumer Cellular staff, I put a stop payment on check # 7723; & mailed check # 7730 for $56.66 on 5/21/2022. However, you have not cashed check # 7730. Why not? Also, I need the account pin for my Link ll flip phone & Consumer Cellular's billing address.
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Preferred solution: Consumer Cellular needs to cash my #7730 check sent to them May 21, 2022; & provide the account pin for my Link ll flip phone & their billing address.

User's recommendation: Use another phone vendor,

Anonymous
map-marker Seattle, Washington

Failed to provide new service.

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Last spring CC offered me a deal to get rid of my landline phone from Century-Link and receiving a "docking "station" to get my LL calls thru CC towers. I cancelled my Century Link account but when I received the ZTE docking station I got no signal. I called both CC and Cen-Link countless times to no avail. Consumer Cellular never fixed the problem. I have no landline phone now.
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User's recommendation: avoid consumer cellular

1 comment
Guest

This is my complaint as well. Ordered service in Feb.

2022, bought the landline box outright for $93.00 and here we are 6 months later with a box we’ve never been able to use because they never hooked up our landline despite multiple apologies, thanks for our patience while “we work on the problem” and promises to call us back in 24 to 48 hours which never occurred. Today, I was refused a refund for the landline box because “as an AARP member y ou had a 45 day period in which to return the box for a refund per our company policy”. WE NEVER RECEIVED SERVICE !!!

Our refund of the monthly charges will be sent via check in the mail. Now writing complaint to the Public Service Comm.

Anonymous
map-marker Columbus, Ohio

Rude call

I called to sign up with this service and after 8 minutes she hung up on me. This person was working from home cause the baby was crying in the background. You need to have employees working in office.the so this crap doesn't go on.
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User's recommendation: never

ROBERT A Thy

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Verified Reviewer

PHONE COMPATABILITY

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WHEN I SIGNED UP LAST YEAR MY GALAXY S20 FE 5G WAS FINE UNTIL THIS FEB. THAT PHONE AND MY IPHONE ON A SECOND LINE WERE FINE. NOW THE GALAXY IS NOT COMPATIBLE WITH THIER SYSTEM AND THEY HAVE NO PROGRAM TO UPGRADE TO A COMPATIBLE PHONE. MY ONLY OPTIONS ARE TO CHANGE NETWORKS AGAIN OR SPEND NET $400 ON A SIMILAR PHONE.M
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Preferred solution: Let the company propose a solution

User's recommendation: BE CAREFUL

Resolved
Lyla Bvj

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Verified Reviewer

Resolved: We had no problem from Oct 2021 until NOW. Suddenly my phone I bought from them has NO voicemail and hasn’t for a month or more.

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Updated by user Apr 20, 2022

After 4 service calls they called 4 days later and an employee said they had to purchase an AT&T Card to run diagnostic s and call AT&T a few times and figured the problem now my husband’s phone has been same problem but they said he had to go they what I did.

Updated by user Mar 19, 2022

Hard to contact Consumer Cellular for problems or fixes.4 days later I still have no voicemail and now my husband doesn’t have his.And no one has contacted us.Plan on 45 minutes to get ahold of anyone.Out of 4 calls in only one rep was persistent to narrow the issue,...

Updated by user Mar 19, 2022

Contacted Consumer Cellular 3/16 and 3/17, twice both days. Techs could not find issue.

The last guy was the most help and had to use 2 phones, on phone over an hour, he was thorough and said problem was Consumer Cellulars end to fix. Told to give them 24-48 hrs and...

Original review Mar 19, 2022
Reported the issue twice each day for 3 days. One guy ran diagnostics and I had to use my husbands phone to assist, was told to download security patch and it would fix.

Didnt.

Next day lady told me to watch CCs videos to reinstall voicemail what a joke Id been they that. March 17 a man did extensive and found a tech problem and its still NOT fixed and my husbands phone now doesnt have voicemail, his icon with phone symbol disappeared!
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Pros:
  • Decent prices
  • Service was good for 6 months
Cons:
  • Paying customers should not have contact trouble
  • Hard to talk to someone frustrated
  • Customer service no repair

Preferred solution: Let the company propose a solution

User's recommendation: Customer service needs help badly, automated services stink when you need a real voice

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