Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Russell cellular in July of 2022. I was told an incorrect monthly bill payment for the 4 phones i created plans for. at the time they had a promotion if you turn in a phone you get a free phone. I confirmed with the associate **** that the phones I had were eligible trades before i went ahead with the sale. After the few months i was told to wait for all the credits to go thru I expected my bill to adjust. It never adjusted. So I would call ******* multiple times to no avail until they finally told me after my 4th or 5th call that I needed to go to the store I bought it from. ******* said they didn't accurately add my credits. So I did. I was given the runaround by them as well. I went to the store twice. I was told to go to another branch...and I got upset and called the branch instead. I spoke to **** and he said it was taken care of. I waited a few weeks and got a bill and nothing changed. I went back down and spoke to ************************* who said he talked to **** and his manager/owner. I was told by him that the manager was working on it personally. I waited and nothing. I would peridically email ****** to check on the status but he has stopped answering my emails. At this point i am owed close to $1000 credit on my account. I need help.I told ************************* in my last email that i would be contacting the BBB if I didn't get a timely resolution. I have waited long enough.

  Business Response

  Date: 08/24/2023

  ****, 

  The location you went to in Stoneham MA is one of our partner doors. This means we here at Russell Cellular are not able to directly see any transaction made with them or any promotions they would have offered. You would need to work with that location directly. I will happily send this information over to the Account Manager we have over that location to pass on to the owners so someone can reach out to you. 

   

  Thank you, 

  Customer Answer

  Date: 08/24/2023

  Here are three screen shots of bills I have paid since opening my account

  Customer Answer

  Date: 08/24/2023

  Forgot to add here they are

  Customer Answer

  Date: 09/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************