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:07/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have contacted this store and Russell customer service many many times. There have been no responses other than a credit Russell customer service "offered". They said if I didn't accept that I would receive nothing. Their employee forged my signature on device agreements and stated multiple times that she was manually entering our promotions so we wouldn't lose them. The local manager does not return messages. I spoke to her one time in person throughout this. She stated their employee cost Russell $40,000 in reimbursements due to the things she did to many accounts. For whatever reason, Russell Cellular refuses to take full responsibility for their employees actions. As a result this will end up costing me several THOUSAND dollars for devices that I had already paid for or received through promotions on my consumer account. The credit sent by Russell does not begin to remotely cover the cost of their dishonesty and their dishonest employee. Our bill needs to be adjusted immediately for the remainder of the device payments that we didn't have prior to switching to our business account. At this point, Russell Cellular is showing through their actions that they do support their customers when their stores are in the wrong and are ok with dishonest employees. I have been a ******* customer for 20 years with NO problems until Russell Cellular became involved. We need a resolution for the charges on our bill that should not be there.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On november 16, 2022 my husband, myself , our brother in law and my son were told by the Russell Cellular ********* ********* the store manager at the time, that we could upgrade our phones & just pay sales tax & a $35.00 activation charge & with this promotion you could get a series 8 iwatch or ipad for just tax & activation fee. We have 5 phones so we qualified for 5 watches. we paid our fees/taxes. It took a bit to get all 5 watches but we did get them. But now I AM PAYING A MONTHLY PAYMENT for the ***** AND THE WATCHES! Then in Jan 2023 I went in to Russell Cellular, dealing with ***** again, she assured me that the charges would stop, it just takes time. ***** also convinced me that if I changed to a business acct, as we have a business line on my personal acct - she could save me hundreds of dollars a month as our lines would go down to 19- and then she said NO! ***** per month. She neglected to tell me that we lose any & all promotions if I changed. My ******* bill jump to over ******* for one month! Now I am paying for 5 watches and 5 brand new Iphone 14's. There are MANY of us in ******* that experienced this exact same garbage from Russell Cellular in *******. I now have over $7000.00 in phone/watches that I am paying for. What was told/promised & promoted has not been honored to ******************************************** *******. My entire phone plan changed & I am paying much higher phone plans now also. I reached out to ******* customer service 5-6 times now & last time was told that my review would take 10 days for approval to adjust my account and that would be complete for sure by June2. Well it is Jun 15 and no adjustment, no email regarding my claim, nothing from ******* at all. I give up and I am hoping that you can help me. Oh among all of this mess I also lost my insurance on my phones and I cannot get that same rate back either. This is fraud, it is costly and it is ridiculous that Russell Cellular and ******* can scam some so horribly.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Store manager ***** told us that we should switch from a personal account to a business account. It would save us $20-$40 a month, and we were entitled to 2 free upgrades with trade in of our old phones. There was problem switching over, this was around the end of November 2022, and December of 2022. It took 2.5-3 weeks to get problems of that resolved. Our December and January billing was considerably higher than previous. Was told it took a couple months for things to go into affect. In February/ March time frame went in to the store, and was told the manager was fired. The neighboring ****** store was closed because that manager and employees quit/ moved on. There was one remaining employee in the ******* store location, she seemed overwhelmed but said she would look into, and informed us that previous store manager had misrepresented or may have not done things properly and many people were having issues. After hours of phone calls with to ****** Cellular and voicemails. I was told in May they would look into the case. Still we haven't heard back and our bill is still $120-140 more than it should be in the way the manager had stated. Its been 6 months and it's a mess.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On November 13th I went into ****** ******** ******** retailer) and took part in a promotion that I was told by ******** and ***** that my billing statement would not change. Upgrading my device would cost me the tax's and the 35 dollar activation fee along with the price for the case for the phones, which was all paid at that time. Also, the promotion required us to trade in our phones. My Husband also upgraded under this same promotion later that week. However, my monthly bill has increased. I have called and talked with ********, *****, and ********* on multiple occasions. Both ******** and ***** would tell me to wait 2-3 billing cycles and the bill will fix itself and I would be credited the difference of the increased billing amount. After waiting the 2-3 months this still was not fixed and My monthly payment was more then what it was previously was. After calling again on multiple occasions I was directed to the customer support service rep. and was told my case was closed due to insufficient documentation. I was never given documentation for this. She at the time, said she would look into this. I still have not heard anything (this was 2 weeks ago). I have spent hours trying to get this figured out and have received no help from ****** ********. They never call you back as they say they will and direct you to the manager that never once has reached out.

• Initial Complaint

  Date:03/30/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction, November 25,2022 Total of transaction, $1955.I went in to get a new cellphone, ended up with an IPad and a watch. I didn't request these, but the Rep made it sound like they came in the bundle. It was deceiving and confusing. I think she tried activating the watch, I have not used it. The IPad is still sealed in the box. I thought I was getting free upgrade. She said she had to keep my old cellphone. That was the worst experience in customer service I have experienced. She seemed so sincere.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Was told we could get new phones, iPads & watches & all we had to do was pay the sales tax, that was in November of 2022. We got two new phones & traded in our old ones, two new iPads & one watch. Had to pay $35 activation fee on everything-when I questioned the charge on my bill the lady at the store told me ******* would credit me back which they havent & Im making payments on everything. Was also told if I open up a ******* Credit Card I would get $10 off each line each month which isnt happening either. I have been in there multiple times, they have filed multiple claims for me, supposedly, & nothing has happened, I keep going into the ************ keep telling me they havent heard anything back yet. Im tired of paying these huge ******* bills when everything was suppose to be free