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 45859 San Francisco, CA 94145-0859

• 

  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:12/02/2025

  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.

  On 11/2/25 I only contacted Consumer Cellular because of massive ads as Senior Citizen AARP associated. Using AARP to appear honest. I was reluctant to change from a current great cell phone provider. Since I'm 67 years old than I try to save money. And extra $25.00 saving a mo. seemed good. I'm a professional who prior drove global recruiting strategies on executives budgets. I don't file complaints simply because extra time or overly picky about a service. * When I called Consumer Cellular the sales ***resentative stated and I quote "the first month is free with only a $10.00 service fee." Therefore, I thought "wow their services must be spectacular to provide an initial free month. I interviewed the sales person asking more than 8 times "are you serious the first 30 days if free?" Each time she said, YES. I tried to find a catch that she was dishonest but could not. Turned out she was NOT honest. * I got a bill 2 weeks later for $25.00 when my monthly was to be ***** a month. They billed after 2 weeks. Then said my data would not be refreshed for 45 days not in a month. * Also they automatically toggled my account to pay a more upgraded fee when I had no idea after my 35 data gigs ran out. Consumer Wireless has a class action lawsuit for this. * My first month calls dropped when initially calling out. Data and Hotspot was slow. * I spoke with a Supervisor who said she would NOT listen to the sales call as "too long." The initial sales call was 49 minutes documented on my iPhone. She kept saying I was read a disclaimer. Basically, what the sales *** stated on the phone as 1st MONTH FREE meant nothing. * I called back to another Supervisor. He listened to the 49 minute sales call. Then stated other wording related to other issues than the 1st month FREE I was advised. He tried to tap dance around the true issue.* I contact AARP and they are following up.i WANT THAT CALL LISTEN TO - BY **** AND NEWS STATIONS.

  

  Business Response

  Date: 12/03/2025

  December 3, 2025
  
  BBB Case #********
  ****** ******** (#XXXXX4841)
  
  
  Dear BBB,
  
  Thank you for reaching out regarding this complaint and giving us the opportunity to respond. We sincerely regret the frustration ****** has experienced with Consumer Cellular concerning billing and plan/data issues.
  
  We spoke with ****** on 12/02/2025 to review her concerns. During the call, we advised that we have reviewed the initial sales call in detail, and confirmed that our agent did not state the first month of service would be free. The agent explained that ****** would need to pay a one-time network activation fee of $10.00 to begin service on 11/02/2025, and that her first bill would not be due for at least a month after sign-up.
  
  ******* first invoice was generated on 11/18/2025 for $23.52 and is due on 12/05/2025, covering the billing period from 10/16/2025 to 11/15/2025. Because her service started on 11/02/2025, the charge was prorated. The due date of 12/05/2025 aligns with what was discussed during the initial sales call, when ****** requested her due date be set for the 5th of each month.
  
  Regarding dropped calls, we offered to troubleshoot the issue to identify the cause and provide a resolution; however, ****** declined further troubleshooting. Concerning slow data speeds, please note that we do not guarantee specific speeds, as they can vary based on signal strength, network capacity, device capabilities, and other factors. We confirmed that speeds were reduced after ****** exceeded the 35 GB data threshold, which is standard practice among carriers nationwide.
  
  With unlimited data plans, customers may use unlimited data; however, speeds are reduced after a preset threshold and restored at the start of the next billing cycle. This industry-standard practice helps maintain network performance and ensure quality service for all customers.
  
  ********************** offers SmartFlex, which automatically upgrades a customers data plan when usage exceeds their current plan. Because ****** enrolled in the unlimited plan at sign-up, there is no higher plan available. Her plan has remained unchanged since activation. While her account is technically enrolled in SmartFlex by default, it cannot upgrade beyond unlimited. ****** previously requested SmartFlex be disabled but asked for it to be re-enabled during our recent conversation, though this will have no effect on her account so long as she remains on the unlimited plan. 
  
  Lastly, ****** expressed concern about her tethering option disappearing from her phone settings. Once a customer exceeds 35 GB and speeds are reduced, mobile hotspot (tethering) is disabled for the remainder of the billing cycle. Consumer Cellular can only prevent tethering from being enablednot remove the setting entirely. This may result from device-specific settings or a software glitch. If ****** changes her mind and would like to troubleshoot the tethering or the dropped call issues, she is welcome to contact our **************** team at ************.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24218807
  
  I am rejecting this response because: I had mentioned several times to the Sales Representative in terms of, I can't believe the first month is free, you mean the first month is free ?  I repeated myself several times and made her repeat several times.  The Sales Representative knew that from her DECEPTIIVE description of services that I was under the impression the first months was FREE and SHE never corrected me.  I do not recall anything in the terms that were related in the BBB response.  I was so sure the first month was FREE that I told massive Sr.  Citizens and others.  Additionally, because the 1st months was to be FREE I thought their services would be exceptional as they were offering such a great deal.  I only signed up because of this.  Additionally, i read their bad reviews were scrubbed.   I'm a pretty intelligent women with prior professional.  The sales call lasted 49 minutes long per my iphone.  I just couldn't believe the first month was FREE and kept questioning.   THE SALES *** HAD TO HAVE KNOWN I WAS UNDER IMPRESSION THE FIRST MONTH WAS FREE AND NEVER CORRECTED ME.  

  IF CONSUMER CELLULAR ARE HONEST THEY WOULD HAVE NO PROBLEM ALLOWING ME TO LISTEN TO THE CALL. I questioned saying the first month is FREE several times.  I was never corrected and I will stand by this at 100%.  The call was 49 minutes because I kept questioning her as I could not believe the first months was FREE.  She knew what i meant. 

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

• Initial Complaint

  Date:11/30/2025

  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.

  I called consumer cellular, aka CC , to weigh options and upgrade to a 5g *******. Nice young **** in ******** and ***** said I would get ***** credit that day, November 18...or wait and get a ****** credit toward my Trade-In on Black Friday. I chose a ****** ******* A16 which would for 49 00, as promised with trade in, get a middle of the line phone . Agreed !Not so fast, as reported numerous times by consumers and customers, an older gentleman from ******* named *** (if that's his real name) flipped the script. He dismissed the other representatives confirmation #*********** . Amazing. Then *** from Arizona proceeded to tell me he could give me a returned phone a previous customer didn't like that was two-tone for roughly the same price as the new phone. Then *** told me I could never use that phone with no other carrier, even after 30 days, with no other carrier. Wow! Go figure. Needless to say, TERRIBLE CUSTOMER SERVICE!!I asked this condescending *** *** to let me speak to a supervisor, he told me he had been working there 4 years and he knew more than the young lady that gave me the Trade-In Confirmation. I asked again, he put me on hold for at least 15 minutes and never came back to the phone . Terrible *****************

  

  Business Response

  Date: 12/01/2025

  December 1, 2025
  
   
  BBB #********
  ******** ******* (#*****1533)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration the trade-up process might have caused ******** *******. We contacted them and reviewed the policy on initiating a phone for trade-up. When we spoke to them on 11/18/2025, we had provided information on a new device and trade-up, but we had not informed them that the device would need to be paid off to be accepted for trade-up. They are currently paying off their device on monthly payments, and for a trade-up to be initiated, the device would need to be paid off in full.
   
  Due to not all information being provided about the trade-up process, on 11/28/2025, we offered a free used phone, with the only cost being shipping and taxes. For this offer, they must be a customer for at least 30 days after purchase. The customer advised they may be looking elsewhere for service, so we didnt move forward with the purchase. If they would like to move forward with trading in their current device, we will need to see it paid off and a new phone purchased. Once this is done, we can assist in starting the trade-up process.
  
  
   
   
   
  Sincerely,
  
  ****** *.
  Executive Resolution AdministrationT ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24209037
  
  I am rejecting this response because: ****** in ******** called us in bad faith and simply doubled down on the lies that *** in ******* said. They gave a quote and an offer but Didn't Stand By Their Word Nor Their Product. Unacceptable, Misleading, False advertising, and this company can't be trusted.
  
  Sincerely,
  
  RJ

• Initial Complaint

  Date:11/28/2025

  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.

  Unauthorized Billing After Phone Number Port-Out (Violations of FCC Number Portability Rules, Unauthorized Charges, and Billing Errors)I had two mobile phone lines with Consumer Cellular:Line ending in 9532 (eSIM) Ported to T-Mobile on 06/06/2025 7/23/25 $70.03 , 8/28/25 $52.36, 09/26/25 $30.98 = $153.37

  

  Business Response

  Date: 12/02/2025

  December 02, 2025
  
  BBB 24202894
  ***** ********** *****9357
   
  
  Dear BBB,
   
  
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what the customer experienced.
  
  We understand Ms. *********** concern about being billed in September and recognize that it can be frustrating to receive a full charge after canceling service.
  
  Ms. *********** account was canceled on August 11, 2025,therefore was billed for the period August 7, 2025 - September 6, 2025. In alignment with industry standards, Consumer Cellular does not prorate service charges for canceled lines or accounts. Our plans are billed on a month-to-month basis to keep pricing straightforward and easy to understand.
  
  As a courtesy, since Ms. ********** canceled just two days into the new billing cycle, we issued a refund of $30.98 for the charge billed on September 26, 2025. This refund will be applied to her original payment method within 5 business days.
  
  Thank you for allowing us the opportunity to address this concern. 
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 24202894
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:11/26/2025

  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.

  We were customers of ********************** for a few years but decided to cancel. Our cancellation date was 10/9/25. Our account had been paid on time every month, including our last monthy bill of $82.23. We received another bill from them in November for the same $82.23, which we thought had been paid. We called their customer service line and they told us that because we cancelled on 10/9/25 and the new billing period began on 10/8/25 (we cancelled one day late), they billed us for the entire billing period from 10/8/25 thru 11/9/25. We told them that it was unfair and quite poor customer relations to expect a full month payment for a single day of service. They didn't care and indicated that the bill could not be pro-rated or eliminated.

  

  Business Response

  Date: 11/29/2025

  November 29, 2025
  
  
  BBB File No. 24199098
  ******* ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. As a postpaid provider, our service is offered on a month-to-month basis and remains active until we receive a formal cancellation request or the phone number(s) are successfully transferred to another carrier. As final charges are not prorated, the final invoice reflects the full billing cycle, which aligns with industry standards.
  
  Additional details regarding our billing practices are available on our website under Support & FAQs and states: "If you cancel your service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your services until the end of your billing cycle, unless you transfer the number for your service to a different carrier prior to the end of the billing cycle."
   
  ******* Schueles account was closed following the successful port-out of their line on 10/07/25. The final invoice reflected service dates from 10/07/25 through 11/06/25. Although our policy does not allow for prorated charges, as a one-time courtesy we have waived the final balance. The account is now paid in full.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/30/2025

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID ********.  We were very happy with Consumer Cellular and their response shows that they are willing to be flexible with this situation given the 1 day difference in timing of the cancellation.
  
  Thank you.
  
  ******* *******

• Initial Complaint

  Date:11/26/2025

  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.

  I canceled my Consumer Cellular service through the online process at the end of September. The stop date was not scheduled until mid October I paid the bill for September, was billed again in October. I contacted CC and was told of the billing cycles etc... so I accepted the October charge now, again, in November i was billed again on the 26th. I called again and got the same story about billing cycles etc.... I do not accept that I have to pay again for a service that was requested canceled two months ago I have asked for a refund and was refused, politely, but yet refused....

  

  Business Response

  Date: 11/30/2025

  November 26, 2025
  
   
  BBB #********
  **** ***** (#*****1976)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that this billing might have caused **** *****. We contacted them and reviewed the account and final payment. When they contacted us to cancel the account on 10/16/2025, they were in their billing cycle, which ran from 10/07/2025 to 11/06/2025. Customers are billed through the end of the current billing cycle they're in at the time of cancellation, Per Section 1.2 of Consumer Cellular's Wireless Customer Agreement.
   
  We confirmed with **** ***** that we had no contact via chat, phone, email, or letter in September. The final payment of $32.60, which was processed on 11/26/2025, is valid.
   
   
  Sincerely,
  
  ****** *.
  Executive ************************* T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:11/26/2025

  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.

  We cancelled our service on october 7th. We just got another bill for $70.22 from them. We paid the bill last month and now they are charging for another month. I called them and there explanation was that I cancelled one day late and if I had cancelled on the 6th, I would not have gotten this bill. They also raised our rate by about ten dollars a month with no explanation in advance. We have been with them close to 15 or 20 years, so if they would do this to us they will do it to you also.

  

  Business Response

  Date: 11/30/2025

  November 30, 2025
  
   
  BBB #********
  ***** ****** (#*****5310)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that this billing might have caused ***** ******. We contacted them and reviewed the account and final billing. When they ported their numbers out and canceled the account on 10/7/2025, they had just begun a new billing cycle that ran from 10/7/2025 to 11/6/2025. Per Section 1.2 of Cosnumer Cellulars Wireless Customer Agreement, customers are billed through the end of the current billing cycle theyre in at the time of cancellation.
   
  When they processed the $69.13 payment on 10/26/2025, it was for the billing cycle from 9/7/2025 through 10/6/2025. The final payment of $70.20 we collected on 11/26/2025 was valid. Since the account is canceled, there are no future charges pending. 
  
  
   
   
   
  Sincerely,
  
  ****** *.
  Executive ************************* T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 12/01/2025

   
  Complaint: 24196615
  
  I am rejecting this response because: It still seems like highway robbery to me. Still seems like I'm paying for an extra month of service I dod not receive. I had no service from them after 10/7 and no service in 11, but sure sounds like robbery to. We recommended them to everyone we know,but will un-recommend them to everyone we know now.
  
  Sincerely, 
  
  ***** And ****** ******

• Initial Complaint

  Date:11/25/2025

  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.

  TELLS ME ***** IS MY TOTAL BILL MONTHLY, BUT MY E-MAILED **** IS $62.69 AND IT DOEST SAY WHY. THEIR ADVERTISEMENTS ARE LIES, THEY MAKE IT SOUND REALLY GOOD. ALL ME AND MY HUSBAND WANTED WAS UNLIMITED CALLS AND LEAVING US A MESSAGE, NOT TEXTING OR THE OTHER C*** THAT THESE PHONE COMPANIES ARE PUSHING. LEAVING A MESSAGE IS JUST LIKE AN ANSWERING MACHINE, WHICH I HAVE A LAND LINE WITH ANS. MACHINE. IS THEIR A CELL PHONE COMPANY OUT THERE THAT IS HONEST?

  

  Business Response

  Date: 11/30/2025

  November 30, 2025
  
   
  BBB #********
  ******** ******* (#*****4656)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that this billing might have caused ******** *******. We contacted them and reviewed their monthly charges. When the account was established, they had subscribed to our 2-for-$60 unlimited plan. Because autopay was not activated, they were paying an additional $5 opt-out fee, and with taxes and surcharges, the total monthly bill was $82.78. We have changed their plan to the shared 1GB data plan, and the monthly recurring cost will be $35.00 before taxes and surcharges.
   
  We did offer for ******** to activate autopay, but that was declined. They will continue to see the $5 opt-out fee added to the $35.00 monthly charge. As a courtesy, we provided a $25.02 credit on their next billing statement. 
  
  
   
   
   
  Sincerely,
  
  ****** *.
  Executive ************************* T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:11/24/2025

  Type:Sales and Advertising 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.

  I called Consumer Cellular to transfer my phone number to Xfinity and we did it all on the phone.I kept getting a bill when I had already cancelled my service with them. Well I did not pay the bill because they had three bills due when I had cancelled their services in August of 2025. Consumer Cellular cut my phone services off in Nov, 2025 when they should have never been able to access my account because I had already ask them to turn the phone number over to Xfinity.All this back and forward went on for about thirty minutes before I decided to pay the bill because I need a phone. The lady that took care of it could never ever tell me how Consumer Cellular could turn my phone off when i had service with Xfinity. She seem very confused but she could go back and look at the records or recording that was done in Aug, ******** I have received another bill after she told me it was all straighten out and the only thing i should be responsible for with Consumer is the Landline number.Consumer owes me money for not disconnecting their part in Aug. 2025 when I requested it. I would like to for them to refund my hard earned money they owe **** don't like the fact that Consumer Cellular was able to cut my phone off and would not turn it back on until I paid the money. I don't like that they take advantage of Senior Citizens . I would like to file this compaint and hopefully get the refund that I am due.Thank you

  

  Business Response

  Date: 11/25/2025

  November 25, 2025
  
   
  BBB #********
  ******* **** (#*****1686)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that this billing might have caused ******* ****. We contacted them and reviewed the charges. When they ported out their cell phone on 8/19/2025, the data plan that they had on there shared plan with their home phone was not removed. We removed the data plan and backdated the charges.
   
  With the credits provided, there is no balance owed for the month of December. We have advised that their monthly charges will be $19.25 before taxes and surcharges.
  
   
   
   
  Sincerely,
  
  ****** *.
  Executive ************************* T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:11/24/2025

  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.

  I canceled my service with Consumer Cellular ********************* (since I had no contract with them), in the middle of August 2025, around the 15th. I was told I owed for the month of August and the month of September, which I paid them $60.00 for in August 2025. Then, in October I received an email from Consumer Cellular stating I owed them an additional $30.00 more. I immediately called them and was not given a clear & understandable explanation of why I still owed them an additional $30.00. When I canceled my service I was told I only owed them $60.00 total & complete. Only to be told a month later I still owed $30.00. Something is apparently wrong with their bookkeeping. Their service is a month to month service, there is no contract. I did not use their service what so ever for the month of September, but I paid them for September anyway. Now, they are trying to bill me for October as well, which is beyond any agreement I did or did not have with them. I want them to cease and desist with their harassing emails and continued erroneous billing attempts.

  

  Business Response

  Date: 11/25/2025

  November 25, 2025
  
  BBB #********
  **** ****** (#*****1032)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 
  
  We apologize for any frustration that this billing might have caused **** ******. We contacted them and reviewed the billing. When they ported out on 8/17/2025, they were in their billing cycle, which started on 8/12/2025 and ended on 9/11/2025. Per Section 1.2 of Cosnumer Cellulars Wireless Customer Agreement, customers are charged through the end of their current billing cycle theyre in at the time of cancellation.
   
  The last payment we received from **** ****** was for $61.82, on 8/15/2025. This payment covered two months of service. At the time the payment was made, they were past due $30.91 for the billing cycle of 6/12/2025 through 7/11/2025, which was due on 8/1/2025. Then they had a current balance of $30.91 for the billing cycle from 7/12/2025 through 8/11/2025, which was due on 9/1/2025.
   
  We have advised that the balance of $30.91 for the billing cycle, which started on 8/12/2025 and ended on 9/11/2025, is valid, and we continue to attempt to collect this balance.
  
  
  
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 11/25/2025

   
  Complaint: 24188418
  
  I am rejecting this response because: When I canceled my service with Consumer Cellular I was told at that time everything I owed was $61.82, which I paid. It was a month later they decided to bill me an additional $30 which I dispute. I am willing however, to pay them $15.41 if Consumer Cellular is willing to consider the account closed.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/24/2025

  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.

  Consumer cellular blocked feature on my phone so made it almost useless

  

  Business Response

  Date: 11/25/2025

  November 25, 2025
  
  
  BBB #********
  ***** **** (#*****7499)
  
  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 and their ******* device.

  A customer is welcome to use their own phone purchased from another carrier as long as it can use a GSM SIM Card, it is VoLTE (voice over LTE) compatible, and it is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we cannot guarantee the compatibility of any phone that Consumer Cellular did not sell, even if the **** shows it should be compatible with our service. We apologize that this information was not fully explained to our customer prior to purchasing the phone and have forwarded the feedback to the appropriate department for review and training.

  When using a third-party device, such as the customers ******* Galaxy S22 Ultra, we cannot guarantee all features of the device will be compatible. Also, in the event any changes are made to the phone, including a software update, compatibility can change. We have confirmed with our network provider all settings for ***** ************* are set up correctly and the option for 4G/5G service is enabled within the system allowing for calls and text messages.
  
  Since we did not receive payment, Mr. ***** account was transferred to the collection agency, **************************** (PCS), on October 21, 2025. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after October 21, 2025, would be provided through PCS.  When an account is moved to PCS, the entire account - including the balance owed - is transferred.  All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (****************************) at **************. 

  Sincerely,
  
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  www.ConsumerCellular.comell us why here...

  Customer Answer

  Date: 11/25/2025

   
  Complaint: 24185310
  
  I am rejecting this response because:

  The business had features of my phone locked so that I couldn't use it. Which was the feature for the switching of 5g to 4g and that function was available when first started using their service. Someone at their company said they were going to do something with my wifi throttling and after they did that is when my phone was unable to be used at my phone when the 5g was on. The reason the payment was not paid is because there service wasn't operational. Also with them sending the account to a third-party without authorization. Well that's another issue that will need to be addressed. 
  
  Sincerely,
  
  ***** ****