Telephones
Collect to CellThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Telephones.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a collect call on 2/22/24 on the day that **** networks were down. I accepted the call but do not remember hearing the rates which I would have never accepted. I was on the call for less than a minute and can't believe that a ************* phone could be over $21. Multiple cell phone networks were down that morning and it seems like price gouging to take advantage of that network situation.Business response
02/29/2024
Our records show that this customer accepted a ********************** call on their mobile phone on Feb 22nd from **********. The were asked to press 1 to accept the call, then press 3 to agree to the charges and they are asked to record their authorization. (attached file) Also, our rates are clearly announced on every call before the call is connected. We have received this customers email and we responded accordingly asking for additional information. We can offer a discount on this service if they contact our service department and provide the mobile number, date and time of the call. Thank you
Initial Complaint
06/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date: May 26 2023 Authorization code: ******* They are saying that I owe 15.99$ + online fees for a call that was LESS THAN 1 MINUTE (to be honest, it was most likely around 10 seconds). I forgot my cell phone in someone's car that I barely knew and I just asked if they could bring it back. Now they are HARASSING that person. They are receiving a ton of text messages daily. Stop spamming him with messages, do not send any more texts!I emailed them to explain the situation and to let them know the financial hardships that I'm facing and they said that if I pay by cheque or money order they can remove the online fees, but I would still owe 15.99$. This is absolutely ridiculous. I have placed collect calls in the past from a payphone and they have never been more than 1.50$.They argued that I owe the money because the person accepted the charges but they don't speak English well and they did not understand what the automated message even said. The call quality is terrible and they would not have accepted the charges if they knew it would cost that much. So now there's nothing else I can do besides file a formal complaint because I already told them that I don't have the 15.99$ to send them as my bank account is currently in the negatives.Business response
06/12/2023
Or records do show that a collect call was accepted on May 26th and before the call was accepted, we clearly announced our rates and the customer pressed 1 to accept, then pressed 3 to agree to the charges. The customer stated that they receive text messages every day which is not correct. We send payment reminders 3 times a week. We did offer this customer a discount and would be happy to work out a payment plan with them if they email ** at *********************************** The call in question was on our network for over 90 seconds but we may be able to offer additional discounts due to the nature of the situation.
Customer response
06/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I am waiting to hear back from the business. I have explained my financial hardships and I told them that I have 3$ cash to my name right now, and that I could go to the bank to deposit the 3$ if theyd like me to send it to them. As I stated in my previous message, the person did not properly understand the message in the recording, its not clear. All they heard was press # but they did not understand the charges and would not have accepted the call if they did.
They told me that they received 5 texts this week, not 3. So no, they are not receiving them every day, but 5/7 days. This is harassment.
Sincerely,
***************************
Customer response
06/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
That is pretty funny that youre saying to communicate with your support team. The last message I received by email said we have responded to your complaint with BBB. I wrote to you on June 18, and then you responded with that message yesterday (June 20). And I responded to your message yesterday as well, and have not heard from you since. So its a little weird that now youre asking me to write by email. I have attached a screenshot of our email exchange.
I cannot pay the invoice, as I have stated many times. As much as I would love for 30$ to magically appear in my account, I do not have the funds and will be filing for bankruptcy within the next few months. I have offered to pay the little that I have, but that is literally all the money to my name right now.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
06/21/2023
you can send your payment via e-transfer to **********************************.Initial Complaint
03/28/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
transaction date was on March 28, they have put one of these phone at a kid's camp. So parents won't hesitate to accept the cost. But there are not very clear with the total charge. As they can add anything on top of the $15.99 you accept as Fee. Please put a clear sign by the phone of what the charge is.As my total cost is now: $21.75Business response
03/30/2023
Thank you for your message. it appears that you may have paid your invoice using US funds. We do in fact accept payment in ******** funds so if you email us, we can refund you the difference. our email address is ********************************** and we will need the date of payment and the last four digits of the card used. Hope this helps. Thank youInitial Complaint
12/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On December 7th I received a collect call that I accepted. The information I was provided was that the call would be roughly $16. I paid the invoice with my credit card and was charged $30.54!! Thats $14.50 MORE then I was quoted when I received the call!!Business response
12/13/2022
Thank you for reaching out to us. It appears that you made payment using U.S. currency which is why the amount is different from what you were expecting. The announced rates are ***** plus online fees and surcharges. Had you paid in ******** currency, the total amount would have been *****. Please email us directly with the date that you made payment along with the last 4 digits of the card used and we can issue a refund. our email is SUPPORT at COLLECTTOCELL dot COM.
Thank you
Customer response
12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Hello.
This is in regards to the BBB complaint noted above.
I received correspondence requesting details of the transaction that was processed incorrectly by Collect to Cell.
Call accepted: 7December
Transaction and posting date to my Mastercard: 9December
Last 4 digits of M/C: ****.
Please confirm receipt of this email and that you have processed a refund.
Thank you.
******* *******In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business response
12/19/2022
we have received the email from this customer and resolved the issue as was requested. confirmation of teh resolution was sent directly to the customer from both our credit department and the credit card company. This issue has been resolved and is now closed. Thank youCustomer response
12/20/2022
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 and the matter has been resolved.
Sincerely,
******* *******
Initial Complaint
10/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is regarding a service from ****************.When my friend called collect I accepted the cal, worrying that she was in trooble. when she answered she said she did not call me collect. Now I am being charged $15.99= tax and surcharge for a call not suthorized by my friend.I do not want to pay for this service. I have responded to their request for payment, telling them that I consider this a scam.I want them to quit sending me a request to be paid.I look forward to hearing from you soon regarding my prblem. I would like to receive a response asap.Please contact me for additional information at *********************** Sincerely, **********************************Business response
10/17/2022
As we stated when you contacted our customer service department, we only process collect calls so the calling party must have dialed "0" and entered your number. Its technically impossible for us to receive a call unless it is a collect call specifically to a mobile phone. In addition, before the call is connected and before the charges are applied, rates are clearly announced and you are required to press 1 to accept, press 3 to agree to the charges. you are also required to record your authorization which we have attached for your review. We hope this clears things up. Thank youInitial Complaint
09/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I agreed to the charges for a collect call on 9/22/22 in the amount of $15.99. I got the invoice on 9/24/22. When I called to pay it, the automated system told me the amount was over $23. I cannot speak to a human to get this corrected.Customer response
09/26/2022
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
08/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
hello, On August 23, I need it to make a phone call I didn't have any money nor my cellphone with me and I was forced to use a payphone obviously I didn't even have the option to call an operator it just goes right to this services that claim to be cheap to make collect calls when I made the phone call I was never informed of the cost of the phone call otherwise I wouldn't never made it now my friend that accept the call is telling me that they are charging ***** plus tax and fees on each of 2 calls I made Like any other complaint from this business I think that ***************** take advantage of people in need of an emergency call , I'd like to pay for the calls I made I know that but I think that the charges are very high I wish that this company will put their cost of the service at the payphone so people don't get mislead like I they did to meBusiness response
08/31/2022
Sorry for the confusion on the call charges but we are glad that our service was available to you in your time of need. Our rates are very clearly announced before the call is connected. In addition, the receiving party must press 1 to accept, then press 3 to agree to the pay the charges. Additionally, we ask the receiving party to record their name and authorization. We cannot research your account at this time as we require the mobile number of the receiving party. Please reach out to our customer service department at **************************** and they will resolve this matter. Thank youInitial Complaint
02/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been receiving a **** from Collect To Cell **** in my text messages for months. I have delete these messages thinking it was a scam for money on a service I did not use.Recently, I got a message saying that they would put a collection agent on my account for $ **** which is for a toll free number that I used on Jan 24th which was disconnected and they offered to provide a new number.I do not remember such a toll free call. And, some of the responses I've read from them on your site say they provide the cost of their service before they provide the new number by having you press 1 and then press 3 to accept the charge.I have emailed ************************* to say the charge is a mistake. They have written back that I used their service on Jan 24th and that the charge is valid.I can promise you I never had any recording or person ask me to press 1 to get a new number and 3 to accept the charge.This is a bogus charge.I want them to retract this invoice. The money is not a large amount. However, in principle, I will not pay for a service the did not provide.*********************Business response
02/28/2022
We have reviewed the call records associated with the mobile number provided. On Jan 24th, the customer dialed a toll free number at 22:01:53 (Greenwich Mean Time) and the call was connected for approximately 1 min and 3 seconds. The call reached our call center and an agent answered the call. The customer may want to contact their mobile carrier who can confirm a call was made on that date and time. Our customer service department responded to numerous emails explaining that our system is fully automated and an invoice cannot be generated unless both 1 and 3 are pressed by the calling party. System messages are automatically sent out when an account is past due. Please contact our customer support department and reference this BBB message so we can resolve this matter. Thank youCustomer response
02/28/2022
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 and the matter has been resolved.
Sincerely,
*********************
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
12 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.