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National Cellular Directory
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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Last year I started seeing a $30 monthly charge on my bank statements. Around the same time I bought my daughter a pre paid cel phone for a trip she was taking. I thought the $30 charge was for that cel phone. Well long story short, it doesn't have anything to do with that. In fact, I have no idea what the company is.

    Business Response

    Date: 12/02/2024

    Hi,

    We tried locating this persons account using their name and email address provided and cannot locate an account for this person.

    We have sent an email to this person asking for them to provide additional information so that we can locate the account, if any, and cancel any service that they may have with us.

    Regards,
    Customer Service
    **********************
    **************
    ************************************************************
    ******************************

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 noticed a charge for $29.99 on my credit card. I did not authorize this charge. I also noticed a charge for $.99. I also did not authorize that charge. I at no time signed up for this service. I had no idea who or what this company was until I saw the charge on my card and googled their name. I saw many complaints about them. I proceeded to email them requesting a refund. They told me all sales were final. I emailed back saying that that should not be the case considering I never signed up for any of their services. I never signed up for an account. I have contacted my bank and will have to go through them reporting this is fraud. I request my refund for $30.98 , as I repeat, I never signed up for a report, a subscription, or an account with your company. You are screwed

    Business Response

    Date: 10/04/2024

    Hi,

    We don't see any email communication from this customer requesting a cancel or refund.

    This customer (or someone with this customers name and credit card) created an account with us and purchased a report.  Services have been rendered.

    With that being said, we have canceled this customers service and processed their refund so they should see the refund on their statement within the next 10 days.

    Regards,
    Customer Service
    National Cellular Directory
    (888) 346-9978
    [email protected]
    www.nationalcellulardirectory.com

  • Initial Complaint

    Date:07/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 noticed a charge for $29.99 on my credit card. I did not authorize this charge. I also noticed a charge for $.99. I also did not authorize that charge. I at no time signed up for this service. I had no idea who or what this company was until I saw the charge on my card and googled their name. I saw many complaints about them. I proceeded to email them requesting a refund. They told me all sales were final. I emailed back saying that that should not be the case considering I never signed up for any of their services. I never signed up for an account. I called them and was also told that they could not help me and was told all sales are final. They cancel my subscription. However, this is a subscription that I never signed up for. I never even signed up for an initial report. I have contacted my bank and will have to go through them reporting this is fraud. I request my refund for $30.98 , as I repeat, I never signed up for a report, a subscription, or an account with your company.

    Business Response

    Date: 07/12/2024

    This person (or someone with this person's credit card) purchased a Single Report for $0.99 on our website.  This Single Report also included a 7-day trial membership.  Since the trial membership was not canceled it auto renewed into our monthly membership of $29.99/month per the terms and conditions.

    We have refunded this customers two (2) orders of $29.99 and $0.99 ($30.98 total) so they should see the refunds on their statement within the next 10 days.

    We also canceled their service as requested.

  • Initial Complaint

    Date:06/10/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    This company has incredibly misleading information on its website. They are well aware of the problem but continue this practice even after hundreds of complaints. A customer can purchase a one-time report for .99. Text says that for this price they include a 7-day free trial. Thats it. Customer selects the one-time report option and pays for the report. What they DO NOT say with thd selection to purchase the 1-time report with their forced free trial, is that you will be auto charged $29.99 per month unless you cancel before the end of this free trial. I did not sign up for a free trial. I PAID money for 1 report. I PAID. If they are forcing a free trial then I should have received my lookups for free for 7 days before being charged anything. This is so incredibly fraudulent. And they know it! They have been charging me monthly for 14 months without me placing any searches. I demand a refund. And I DO NOT want their canned service response they keep giving everyone. I will take them to small claims court if they dont provide some sort of restitution. Their language on the website says they are giving a free trial as part of my payment for 1 report. So you can be sure that small claims will find your company guilty of misleading language and force you to provide a refund as well as change either this practice of yours, or absolutely change the language so that ppl are aware of what youre doing before they make a one time purchase. I will expect info on my refund from shortly.

    Business Response

    Date: 06/10/2024

    Hi ***,

    We have refunded your multiple orders of $29.99 each so you should see the refunds on your statement within the next 10 days.

    We also canceled your service as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

    Customer Answer

    Date: 06/12/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    You keep charging my card after the trial but will not give me an option to cancel it so if you could email a link to cancel the c*** that would be great

    Business Response

    Date: 05/28/2024

    Hi ******,

    Your service has been canceled as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

  • Initial Complaint

    Date:04/12/2024

    Type:Product Issues
    Status:
    Answered
    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 recently noticed a recurring monthly debit from my bank account for $29.99 going all the way back to November 2022. As others have noted, I did not agree to this, although the business says we did at the time of the original purchase, yet I have no idea what the "original purchase" was and want specifics on such purchase. I am also *********** a copy of the actual text of this company's "agreement" and not just a vague mention of agreeing to something I am totally unaware of. I have had my bank block your continuing debits and would expect a refund of $449.85 (for 15 months 11/22-1/24) as well as a cancellation of the apparent subscription.

    Business Response

    Date: 04/12/2024

    Hi *******,

    All charges were in fact authorized by you when you agreed to the terms and conditions when making the original purchase.

    Services have been rendered to you each and every month.

    Also stated in the terms is that all sales are final with no refunds.

    With that being said, we have honored a one-time courtesy refund.

    We have refunded your two (2) orders of $29.99 each ($59.98 total) so you should see the refunds on your statement within the next 10 days.

    We also canceled your service as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

    Customer Answer

    Date: 04/16/2024

     I am rejecting this response because:
    The canned response is what I expected, but I did ask for two things which were not forthcoming: 1. What was the original purchase? Of what? And on what date? And 2: I am also *********** a copy of the actual text of this company's "agreement" and not just a vague mention of agreeing to something I am totally unaware of.

    Business Response

    Date: 04/18/2024

    Hi *******,

    The original purchase was a Single Report for $0.99.  That Single Report also included a 7-day Trial Membership. The 7-day Trial Membership was not canceled within the 7 days and therefore it auto renewed into our monthly membership of 20 searches/month for $29.99/month which is stated in the terms and conditions.

    These terms of the Trial Membership are on:
    The result page (*******************************************************************************)
    The checkout page (**********************************************************************************&productid=16&tocheckout=1)
    The purchase receipt email which was sent to you after the original purchase.

    Trial Membership Details:
    Your 7-day free membership includes up to 20 searches. After your 7-day free membership, the monthly membership fee of $29.99 will be charged to the credit/debit card you used. You may cancel your Membership at any time by clicking the cancel link next to your membership in your 'My Account' section. You can login here to access your account and cancel. You must cancel prior to the renewal date for the following month (the date your free membership ended and your subscription began) in order to avoid fees for the next billing cycle. After cancellation, you will not be charged/debited for any future monthly fees. You will not be charged for the Membership if you cancel within the 7-day Free Membership period. There are no refunds or credits for partial months.

     

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

    Customer Answer

    Date: 04/20/2024

     I am accepting this response with a comment: Ok, my bad for not looking closely enough. But your fine print size and placement makes it really buried. And I do feel cheated in that other than one use in November of 2022, I am forced to pay for a service I never used again. Snaky business.


  • Initial Complaint

    Date:04/04/2024

    Type:Product Issues
    Status:
    Answered
    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 was looking for the phone number of an old friend, which I found on N cellular. I paid a small fee. A week later, I get charged $30 for an apparent subscription service that I did not agree to. I would appreciate my money back.

    Business Response

    Date: 04/04/2024

    Hi ********,

    All charges were in fact authorized by you when you agreed to the terms and conditions when making the original purchase.

    Services have been rendered to you each and every month.

    Also stated in the terms is that all sales are final with no refunds.

    With that being said, we have honored a one-time courtesy refund.

    We have voided your order of $29.99 so you should see the pending charge drop off your statement within the next few days.

    We also canceled your service as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

  • Initial Complaint

    Date:02/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 did not authorize this. And don't say I did because I was in the hospital in *******, ** for 17 days when the first charge was processed. I did not have any electronic devices with me. And on returning home I was too sick on IV antibiotics for 6 weeks after I returned home to do anything. I couldn't get out of bed by myself. I don't know how someone got my info, and my bank card. I have contacted the bank and they are looking into this.

    Business Response

    Date: 03/08/2024

    Hi *****,

    We have processed your refunds as requested.  You should see the refunds on your statement within the next 10 days.

    We also canceled your service so that you aren't billed in the future for this order.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

  • Initial Complaint

    Date:02/12/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    There is a charge that has begun appearing on my AmEx credit card for NationalCellularDirectory.com - a monthly charge of ***** going back, i'm not sure how long but a while. i will research that and update BBB on it. I never signed up for this service, and I can't even figure out how to stop the charge. I filed a dispute with **** and NationalCellularDirectory.com simply confirmed a charge - but again, I never signed up for it. I want my money back for as long as they have been charging me!

    Business Response

    Date: 02/12/2024

    Hi ****,

    All charges were in fact authorized by you when you agreed to the terms and conditions when making the original purchase.

    Services have been rendered to you each and every month.

    Also stated in the terms is that all sales are final with no refunds.

    With that being said, we have honored a one-time courtesy refund.

    We have refunded your order of $29.99 so you should see the refund on your statement within the next 10 days.

    We also canceled your service as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

  • Initial Complaint

    Date:02/07/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    There have been several payments of $29.99 deducted from my checking account from "*********************************************". Most recently, two attempts from "National Cellular" to receive $29.99 were declined.I have never agreed or given this company my information or authorization to do so. Please return all monies that were paid to "National Cellular". My authorization was never given to them, for this amount. Thank you.

    Business Response

    Date: 02/07/2024

    Hi,

    All charges were in fact authorized by you when you agreed to the terms and conditions when making the original purchase.

    Services have been rendered to you each and every month.

    Also stated in the terms is that all sales are final with no refunds.

    With that being said, we have honored a one-time courtesy refund.

    We have refunded your order of $29.99 so you should see the refund on your statement within the next 10 days.

    We also canceled your service as requested.

    Regards,
    Customer Service
    **********************
    **************
    **********************************
    www.nationalcellulardirectory.com

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