Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

  PO Box 7175 Pasadena, CA 91109-7175

• 

  Consumer Cellular

  7204 SW Durham Rd Ste 300 Portland, OR 97224-7574

  

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:07/30/2025

  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.

  The worst mistake I ever made was to call Consumer Cellular Services on 3/31/25, to be the customer. I transferred to them, along with phone services for my wife, daughter and my Son. We were Customers for 5 days, then we discontinued our services on 4/5/25 and transferred back to my previous provider. I am a Service provider for ******* patients. In those 5 days with Consumer, I missed 17 messages from Hospice patients and families. On cancelation day it took 8 hrs from several calls to Consumer to discontinue our services. On recorded line, while canceling, the lady very rudely reminded me that it will be $98.76 fees, although I used services for 5 day. I paid that amount. She reported that ALL lines were canceled as recorded. A Month later I received a bill, I called and explained that I am no longer their customer. I continue to receive bill. I called again and they reported that on day of Cancelation they forgot to cancel the other 3 lines. I explained that, that would be their mistake and I already paid my dues. I still am receiving bill, I called again and talk to a female supervisor "Mir." She guarantees that, just like in past, this time, for sure, she canceled ALL lines but I still have to pay $171.56. This is unethical to pay for their delinquency and unprofessional behavior. My confirmation # ******, with ALL lines discontinued (supposed to) and yet I might have to sell my personal belongings to pay for their negligence. I just want to report this and warn all other innocent people about this scam. Praying that they stop doing this because financially everyone is having hard time in the economy.

  

  Business Response

  Date: 07/31/2025

   
  
  July 31, 2025
  
  BBB/23675705
  ****** ******* (XXXX4667)
  
  
  Dear BBB,
  

  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond to their number transfer and any confusion surrounding our cancellation policy.
  

  It is the customer's responsibility to notify us to cancel the service when switching to a new number with the new provider. We have no way to know when this happens, and as such, billing will continue until the customer notifies us. We apologize if we did not fully explain this to the customer.
  

  We can confirm that on 04/05/2025, at the customer's request, ********************** sent a transfer PIN for four lines. We spoke with the customer and the new provider during which time we released *2867 and canceled the line. The customer left the remaining three lines active. The first request to cancel the remaining three numbers was on July 1, 2025. Regrettably, the account remained active and incurred charges until 7/30/25. 
  

  As a courtesy and due to unlimited usage, we have waived all charges.
  

  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/31/2025

   
  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.  Thank you for listening to my complaint and your help in this matter. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/25/2025

  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 purchased a standard flip phone from Consumer Cellular in 2021. It is NOT a smart phone and the plan is for talk only. No text. No Internet.I attempted to access my account to update my credit card on file which expires at the end of the month. I entered my phone number and password. A message popped up stating I could not access my online account without entering the code that was sent to me via text. Texting is not included in my plan. When I called I was told that I could not access my account unless I added text to my plan for an additional cost each month. I am on a very tight fixed income. It seems unfair and a poor business practice to exclude someone from accessing their account online just because they don't have a smartphone or cannot afford to upgrade to include text at additional cost.I am shocked that a company would engage in predatory practices that prey on the elderly and people on a fixed income. Unfortunately, I am unable to update my credit card info online so this brings an end to my business relationship with Consumer Cellular.

  

  Business Response

  Date: 07/27/2025

  July 27, 2025
  
   
  BBB #********
  **** ***** (#*****9484)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration **** ***** experienced, when attempting get access to their online profile with Consumer Cellular. We contacted Ms. ***** and were able to assist with getting her through the process to access to their online profile, without having to add additional services to their monthly plan. Ms. ***** was able to update their method of payment information through their Consumer Cellular online profile.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/28/2025

   
  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.
  In addition I would like to commend the *** who assisted me, on a SUNDAY, in resolving this issue. Kudos to Consumer Cellular for treating a $17 per month account holder like a million dollar customer!
  Sincerely,
  
  **** Chick

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Purchased a new phone to replace a lost phone. Paid extra money for the expedited shipping. Phone was returned same day. I called to cancel phone. I was told too late already shipped but it took another 5 days to receive (sale made on Thursday afternoon, called Thursday evening to cancel, rec'd new phone following Monday). I refused service which is what the ** **** told me to do. Phone was returned on July 18th. Called today to ask why my account has not been adjusted and was told that it would take 17 BUSINESS DAYS TO PROCESS RETURN. Therefore, I will be responsible for the Flexplay on a phone that I didn't receive (& $100.65 processing fees). For a company that prides itself on outstanding customer service I can assure you that even in post-COVID, NO OTHER COMPANY HAS EVER TOLD ME IT WOULD TAKE 17 BUSINESS DAYS TO PROCESS AN ORDER.

  

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  BBB 23643012
  ******* ******* (#*****4677)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience this issue may have caused.
  
  When returning a device purchased from Consumer Cellular within the Risk-Free Guarantee period, the processing time for a customer to receive any credit due can be up to 17 days. This includes 3-10 business days from the date the device is received to process it, and 3-7 business days from the time we process the refund for any credit received to post it to the customers credit/debit card.
  
  Once the device, the ******* Galaxy S25 - Mint 128GB, has been processed by our shipping department and confirmed to be in like-new condition, the account will be updated, and any credit due for the down payment plus sales tax will be applied to the customers account. However, the shipping fee is non-refundable and will not be included in any credit received.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Billing

  

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  BBB Case #********
  ******* ******* (#XXXXX4692)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ******* ******* is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation. 
  
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (***), on 07/01/2025. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 07/01/2025 would be provided through ***. When an account is moved to ***, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations or questions about the balance should be referred to ********************************** at **************.  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Transaction date is today July 20th for $115.54 for 2 months of service through consumer cellular that I've not used since probably the second week of May due to a busted iPhone. I tried to talk with someone at consumer cellular for a refund but they said their hands were tied. He did say that he could see that the service hasn't been used for the months of June and July but since I failed to cancel the account I couldn't get a refund. I then tried talking with a supervisor and I explained the situation to her the same way and her resolution was to cancel my account with no refund... What's right is right and wrong is wrong. No-one should have money taken from their account to be paid on something that's plainly been inactive for 2 solid months and a couple weeks of another, especially when they can see that no phone calls, texts or data has been used in that amount of time. They won't be losing anything in returning my money because it's obvious in their system I'm telling the truth. They even said they could see multiple FAILED attempts to bill me. I just want the money they took off my card returned and the account for the inactive phone ************ deactivated. Thanks to whomever is handling this complaint and I hope the justified actions can be taken so I don't have to put in complaints to the *** and the other one as well.

  

  Business Response

  Date: 07/21/2025

  BBB 23627486
  **** ***** (#*****9503)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that Mr. ***** has experienced frustration due to the service charges. Please know that Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; our service is offered on a month-to-month basis. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill through the end of the current billing cycle.
  
  The charge of $115.54 that was processed through automatic payment on 07/20/2025 was for service for the billing periods from 04/21/2025 to 05/20/2025, which posted on 05/23/2025, and was due for $57.77 on 06/10/2025,and the billing period from 05/21/2025 to 06/20/2025, which posted on 06/23/2025, and was due for $57.77 on 07/10/2025.
  
  Please know that many customers keep their service active only for emergencies, travel, or use it minimally. Zero usage does not indicate to our system that credit is due, nor does it justify issuing one. However, we recognize Mr. ****** situation and that they had minimal usage for the billing period from 05/21/2025 to 06/20/2025. We offered a partial credit amount of $57.77 as a courtesy and issued a refund request, which was processed to Mr.****** credit card on 07/21/2025.
  
  Should Mr. ***** have any further questions or concerns, they are welcome to contact our customer care team at **************. We would appreciate the opportunity to assist them further.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/18/2025

  Type:Billing 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.

  Consumer Cellular has the ability to set up auto pay. I set it up in good faith to the best of my knowledge. Something happened at billing and it did not go through. They sent me an email when it did not go through and IMMEDIATLY shut down my account without having a chance to get in and fix the problem! I was locked out from my bank since the verification code would not work on my phone anymore, so I had no way of figuring out what went wrong. What company ********** closed your account at the first moment of a nonpayment? First, they have the tools to set up auto pay, but they have no tools to test the entry. That's just dumb! Then, any other company would generally have a 5 day ***** period for you to get the problem taken care of. That's just common curtesy! So Consumer Cellular does not have the tools for me to test my setup, therefore I got slapped with a $25 bank fee, my service was IMMEDIATLY shut down and my credit score took a hit! Again, if they have the tools to set it up, they should have the tools to test it out. I do want to say I have no issue with the service or the people I've talked to, this is strictly a billing matter. I probably would have forgone this complaint if a supervisor would have called me back in 24 to 48 hours like they said they would - that didn't happen! That being the case is why I'm asking for the $25 bank fee back. Had the supervisor called, I would have dropped the entire thing.

  

  Business Response

  Date: 07/26/2025

  July 26, 2025
  
  
  BBB File No. 23623015
  ****** ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 7/15/25, we received notification that Mr.****** ******** eCheck payment of $53.75 was returned by his bank and the account was immediately suspended. Since funds were not collected, the payment was reversed, and a $25.00 bank fee was applied to the account.
  
  On 7/16/25, service was reinstated when payment was received. We sincerely apologize that he was not contacted by a supervisor as he requested.We were able to speak with Mr. ******* on 7/25/25 and apologized for the frustration this has caused. As a courtesy, we have applied a credit of $25.00 to his account for the bank fee. We appreciate Mr. ******* taking the time to speak with us and the suggestions provided. We have forwarded his comments to the appropriate department for further review and consideration.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/27/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Sent my phone back to them because the screen froze up and could not be fixed over the phone. I took it to ****** to get it looked at like they said. The Person I talked to said there was no damage seen so it had to be internal. So shipped it back to them and now was told it was damaged when they recieved it.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  BBB #******** 
  *** ******** (#*****9718) 
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by this issue.  
  In order for a device to be returned to Consumer Cellular, the device must be in like-new condition. Any physical damage (including cosmetic damage) or damage due to liquids or extreme temperatures voids the warranty. The requirement that devices must be in like-new condition with no physical damage is not one that can be waived. 

  Once the new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. As a matter of course, returned equipment is received and processed in a safe and controlled environment within our shipping warehouse. When Consumer Cellular receives the equipment, the **** number is verified to confirm that the correct phone was received. Once we have confirmed the **** number, the phone is inspected and if any damage is found during the inspection, pictures are taken of the device and the damage for our records. This is done to ensure that any obvious physical damage is recorded immediately.

  The ******* Galaxy Z Flip6 was denied for return on 07/11/2025 due to physical damage with a puncture to the display and was shipped back to the customer the same day. We understand this is not the resolution our customer wants to hear, but hope theyll understand why this policy is in place and is industry-standard.
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23614732
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 07/25/2025

  If Consumer Cellular will pay for half of the phone $550 then I will pay the rest when I get the money since it was not damaged when I sent it back and they are saying it was damaged when they recieved it and they will not shut my phones off as long as I pay my monthly bill. ********, 78748281811C.h

• Initial Complaint

  Date:07/16/2025

  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 called Consumer Cellular and ordered service for my cellular tablet on July 11, 2025. The *** asked for the **** number of my tablet. I was told my tablet was compatible with Consumer Cellular service and that I would be charged ***** which was an activation fee and including shipping, that the plan would include unlimited talk and text and 1 GB of data. So I ordered their *** card kit which arrived a few days later. The same day the *** kit arrived I called Consumer Cellular to activate the sim card in my tablet. I spent at least 3 hours on the phone trying to activate the tablet only to find that my tablet was not compatible.I asked for a refund of the activation fee. When I looked on my credit card statement I noticed I was only giving a partial refund. I feel I should have been issued a 100% refund since I ordered the *** kit only because *** said my tablet was compatible otherwise I would not have ordered it.

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  BBB #******** 
  ******* ***** (#*****5206) 
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by shipping of their new phone and with our customer service department. 

  We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ******* ***** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Mr. ******* concern to the appropriate department for further review and training.

  Consumer Cellular typically does not reimburse a customers shipping expenses. However, as a courtesy, we have applied a credit of $5 for the shipping fee.  A refund request has been forwarded to our ********************* for review, which can take up to 3 weeks to process. Once approved, our customer will have the credit applied to their credit/debit card used for the original order. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/18/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Tried to make the switch over the phone. Was told to wait for new Sim card. While waiting my phone was turned off. Was told I needed a pin number. Never could successfully aquire one. Kept being referred to a number that didn't wouldn't give me the pin. Every time I see their commercials with their lying actors I get ****** off. You get to speak to a human but there all brain dead. This company is a joke.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  BBB File No.
  **** ****** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. **** ****** established service on 12/04/23 opting to transfer their number to Consumer Cellular. On 12/09/23, the port-in request was extended to 12/25/23, as they had not received the *** card and. Mr. ****** was advised on that call that we would need the transfer PIN from the current service provider to transfer the number to Consumer Cellular. When Mr. ****** advised us on 12/11/23, that their current provider had disconnected their service, they were advised that the line must be active throughout the transfer  process. Per their request, the account was cancelled on 1/08/24 and all charges were waived.
  
  We apologize for any offense caused by our commercials, as that is certainly not our intent. Our commercials are intended to grab your attention or pique your interest, but certainly not to offend. We have forwarded Mr. ******* concerns to our marketing team for consideration. We do appreciate the feedback as we place heavy emphasis on our customers opinions as to how we may provide a better service to them.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Hello, I have the same concern about the lack of pro-rating my final bill with Consumer Cellular. My last billing cycle was from 5/25 to 6/24 and my phone was damaged on 5/27, so I used the service for only 2 days out of 30 yet I was charged for the entire month at $38.23. I am happy to pay for my two days of usage and do not understand why the bill can no longer be prorated. The only answer provided was it's just what all the major carriers do. I reached out to the executive team via their website a month ago and did not hear from them until I filed a complaint with the ***. I received the same answer and refusal to prorate my bill along with a past due notice on the actual due date and threat to send to collections. As a customer in good standing for several years I have paid the balance but see this as bad business practice and gouging especially for a company that markets to seniors as providing service unlike the big carriers. I find their lack of resolution unsatisfactory and hope multiple complaints will eventually reach reasonable ears or trigger a class action suit.

  

  Business Response

  Date: 07/16/2025

   
  
  July 16, 2025
  
  BBB 23607006
  ***** ***** (#XXXXX9169)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on ***** ****** account. 
   
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Service plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled it will be billed until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement.
   
  While we understand that this is not the resolution ***** ***** was hoping for, our stance remains unchanged. Unfortunately, a refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and industry standard. These expectations were set verbally when the customer contacted us on 6/2/2025. When ***** ***** requested their transfer information, it was explained that the customer would be charged through the end of the billing cycle in which their request to cancel was received. As such, the final charges of $38.23 for service during the last billing cycle remain valid; no credit or refund will be provided.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************