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

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

  
• 

  Consumer Cellular

  PO Box 45859 San Francisco, CA 94145-0859

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:11/17/2025

  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.

  My father passed away in May 2025. He had a iPhone on Consumer Cellular service. I spoke to a customer service person who cancelled the service 10/17/2025. She asked if I wanted to continue to the end of the month, I said no, cancel the service. I was told I would have one more bill 11/04/2025 that would be due. I said I understand. I have now received another bill for 12/04/2025, for a total $91.28. This feels like a scam. I have never heard of a phone company charging you an extra 30 days to cancel the service. This service should be cancelled and no further payments due. I have called multiple times and been routed to different people, today my list of people was: First ******, customer service that said he couldn't help me and I was being transferred to billing, was transferred to another customer service person Myo who had only the exact same information that ****** had, then transferred to a person saying she was a supervisor ***, but sounded like she was only a basic customer service representative. (Also *** sounded just like Myo.) They will not transfer me to billing to speak to someone. I can talk to someone in billing with other carriers, but not Consumer Cellular that advertises how easy their service is to use and get answers. I am disputing the $30.27 due 12/4/2025 as the account was cancelled 10/17/2025, which means I should be paying for the bill 10/04/2025 and 11/04/2025 for $61.01, not another bill in December.I cannot believe I have to resort to making a complaint.

  

  Business Response

  Date: 11/18/2025

  November 17, 2025
  
   
  BBB 24157665
  ***** ******** (#*********)
   
  
  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 the account was cancelled on 10/17/2025, it was in the billing cycle that started on 10/15/2025 and ended on 11/14/2025. Per Section 1.2 of Consumer Cellulars Wireless Customer Agreement, customers are billed through the remainder of their billing cycle at the time of cancellation.
   
  As a courtesy, we have waived the final balance. The account had been cancelled due to the user's passing away, and there was no recorded usage during the two days the line was active in the billing cycle. The account has a $0 balance, and no future charges are pending.
  
  
   
   
  Sincerely,
  
  ****** *.
  Executive ************************* T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/19/2025

   
  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:11/11/2025

  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 want to warn people out there about Consumer Cellular. My mother passed away in October 2025 and she had an account. I as Executor of her estate and taking account of all her assets, could not locate her phone and called Consumer Cellular to shut down her phone and cancel out her account. I was given a cancellation code confirmation and emails that confirmed her account was closed and canceled out. That was on November 4, 2025. On November 11, 2025, I received an email that my mother's account was activated, pin changed and email changed. I called Consumer Cellular and spoke to the most UNPROFESSIONAL, DISRESPECTFUL RUDE service agent who had ATTITUDE SMART SNIDE REMARKS and refused to help me find out what was going on, given that I gave her my mother's account number, my email address that was on account and confirmation cancellation code and she did not want to give me the information of billing and legal department until I threatened to sue since this was UNAUTHORIZED, FRAUDUILENT ACTIVITY. HOW CAN CONSUMER CELLULAR CANCEL YOUR DECEASED PARENTS PHONE NUMBER AND ACCOUNT AND ALLOW A PERSON WHO WAS NOT ON HER CLOSED ACCOUNT, STEAL HER PHONE FROM HER ESTATE TO CHANGE HER ACCOUNT IN THEIR NAME AND INFORMATION?????? THEY DID THIS TO ACCESS MY DECEASED MOTHER'S BANK ACCOUNTS BECAUSE HER CELL NUMBER WAS A 2 FACTOR AUTHENTICATION TO ACCESS HER BANK ACCOUNTS THAT I FROZE...DUE TO THIS NEGLIGENCE and a potential for lawsuit against Consumer Cellular for damages, I HAVE NO CONFIDENCE THAT THIS COMPANY WILL PROTECT ME AS A CUSTOMER. I CALLED BACK AND CLOSED MY OWN ACCOUNT WITH THEM. Beware and be warned, don't do business with them.

  

  Business Response

  Date: 11/12/2025

  BBB 24133974
  **** *********
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We appreciate Ms. ********* for sharing her experience with us, and we are truly sorry for the distress this situation has caused during such a difficult time.
  
  After thoroughly reviewing the account activity, we confirmed that the proper documentation was provided to authorize the transfer of the account to a new account holder. This process is consistent with our standard procedures for managing accounts of deceased parties.
  
  We understand Ms. ********** concerns regarding potential fraudulent activity. If she believes fraud has occurred, we strongly encourage her to contact local law enforcement. Please note that while we are unable to provide account documentation directly to customers, we will fully cooperate with law enforcement and respond to any valid subpoena or search warrant as part of an official investigation.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24133974
  
  I am REJECTING this response because:

  On November 4, 2025 I closed this account and was NOT informed that Consumer Cellular needed any further information or "documentation" from me, nor did I receive any written notice from Consumer Cellular informing that "PROPER DOCUMENTATION" was needed. All I received from Consumer Cellular service representative was a verbal confirmation code #******, emails confirming the cancellation and closure of accounts. I want to break this down for Consumer Cellular, 1) Your negligence in confirming closing a deceased customer's account and it WAS NOT closed; 2) NOT INFORMING "PROPER DOCUMENTATION WAS NEEDED" AND THAT SOMEONE ELSE NOT RELATED TO ACCOUNT CAN TAKE OVER DECEASED ACCOUNT AND CHANGE ACCOUNT INFO; 3) YOUR customer **** LACK of training and simple respect and professionalism to provide customer service to customers 4)  ********************** carelessness and lack of security of consumer's account information and instead protect FRAUD.

  Consumer Cellular will falsely tell you your account is closed and then allow fraud to happen on deceased person's account changing all their security and account information. That shows customers you have no care to protect **********************'s accounts and personal security information at all. Your blah blah blah response does not protect consumers, instead you encourage litigation, police reports, and lawsuits. In reviewing all the lawsuits you already have, AND ***** complaints against Consumer Cellular. now including this one, ***** complaints, you have the same boilerplate response with nothing substantive to say. You will be responsible for any and all damages and fees/costs caused by Consumer Cellular's negligence.

  This is exactly why I am warning other consumers to go with OTHER reputable cellular companies and NOT Consumer Cellular. Cheap costs mean you get what you pay for. LIES AND FRAUD. Consumer Cellular does not care to protect their customers and families. 

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

• Initial Complaint

  Date:11/11/2025

  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 had purchased a phone and two lines from consumer cellular in July 2025. I cancelled the lines in early August 2025 due to horrible service, making me go out and buy another SIM card, then to tell me I would need a new phone. I had just purchased a brand new phone 2 weeks prior. I cancelled my service immediately since I was getting nowhere and at this point, no working phone. I took my business elsewhere. I have been charged by this company falsely for months ****. I paid my bill in August after cancellation because I did use them for 2 weeks. I have been charged for September, October and November now with no active service. I have called several times with no explanation or resolution. I want the $197.13 they took from me back.

  

  Business Response

  Date: 11/11/2025

  November 11, 2025
  
   
  BBB 24132751
  ***** ****** (#*****5782)
  
  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. They had requested to cancel the account on 9/4/2025, but didnt remain on the call to go through the cancellation process. They called us back on 10/10/2025, to find out why they were still being billed. We advised that the account was still active. They then went through the cancellation process on 10/10/2025.
   
  On 10/10/2025, we provided a credit of $35.16. The credit was due to no usage and was originally requested to be canceled on 9/4/2025. When they cancelled on 10/10/2025, they were in the billing cycle that started on 9/21/2025 and ended on 10/20/2025. As they originally requested to cancel on 9/4/2025, we have waived the final balance and updated the account to reflect a $0 balance.
   
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:11/10/2025

  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.

  Canceled consumer Cellular phone June 19 25 told agent I want my bank cards n info canceled out no longer want service I was paid up. She said ok . **** notified me they took payment out on July 5 n August 5 for *****. I called agent will credit me my money back they didn't cancel my cards out n they took my money out again without my permission after it was canceled on June 19 25. I did not give them the right to do that.I called them today they said I owed them cause they don't give partial credit back on their contract. They had right to take payment I told them I'm filing a theft report n calling yous up for a complaint against them .Please help me call me. ************ ****** ********

  

  Business Response

  Date: 11/11/2025

  November 11, 2025
  
  BBB 24130465
  **** ***** (#*****7110)
  
  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. At the time of cancellation, they were in the billing cycle that started on 6/16/2025 and ended on 7/15/2025. Per Section 1.2 of Consumer Cellulars Wireless Agreement, customers are responsible for all charges through the end of the current billing cycle theyre in at the time of cancellation.
   
  When the account was established, they had provided us with a method of payment to have on file for auto payments. When they contacted us to cancel, they had not requested this method of payment to be removed. As the method of payment was on file, their last two billing cycle payments were processed automatically
  
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:11/07/2025

  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.

  Was charged this day 11/07/2025 for a phone plan that was canceled in September 2025 and they took payment on 9/7/2025 plus 10/07/2025 then took another 11/07/2025 they trying to tell me that the phone was in a billing cycle the middle when it was not how you charge for October when the phone plan was canceled in September

  

  Business Response

  Date: 11/07/2025

  November 07, 2025
  
  BBB #********
  ****** ****** (#*****6122) 
   
  
  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 their account. 

  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until a request to cancel is received or the number is transferred to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service to align with industry standards. 

  On September 21, 2025, ****** ****** contacted **************** to request cancellation of their service. They were informed that the final billing would cover service through the end of the current billing period, which concluded on October 17, 2025. Our customer was advised there would be a final invoice for service through the end of the billing cycle when the account was closed.  

  Payments processed on the account include the following: 

  Invoice #V082851924 for service from 07/18/2025 through 08/17/2025, $28.50, posted to the account on 09/07/2025
  Invoice #V092883238 for service from 08/18/2025 through 09/17/2025, $28.50, posted to the account on 10/07/2025
  Invoice #V102931414 for service from 09/18/2025 through 10/17/2025, $26.71, posted to the account on 11/07/2025

  The closed account is paid in full, and our customer will have no further charges for service from Consumer Cellular. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:11/06/2025

  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 canceled my service on 9/12/25 my service was to renew on 9/23/25. I was charged $71.79 which I was no longer a customer. I called them and told them to return my money if anything I should receive a refund. I had turn off my auto pay and still drafted out my account. So I informed them not to with draw any more. On 10/24/25 they with **** $71.79 after informing them not to. I called them and explained I them and explained they were not to with draw any more that they should pull up the recording of the phone call. After a lengthy conversation I was told they would send it to someone higher. They would get back to me that was 3 weeks ago.

  

  Business Response

  Date: 11/14/2025

  November 14, 2025
  
  BBB File No. 24116988
  ******* ***** (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.
   
  Upon reviewing the account, I see that ******* ***** enrolled in ******* when their account was established on 3/04/25., With AutoPay, customers receive a monthly invoice detailing all charges and on the invoice due date, the amount due is automatically processed using the credit/debit card or banking information on file. Payment is only taken if there is a balance due on the invoice due date.
  
  Mr. ****** account was cancelled when their service ported out to a new service provider on 9/12/25. On 9/23/25, a payment of $70.76 was processed via AutoPay, covering the previous billing cycle of 8/04/25 - 9/03/25. As we do not prorate final service fees, the final invoice covered the full billing cycle of 9/04/25 - 10/03/25, in the amount of $71.79.
   
  In reviewing the chat transcripts from September 2025, when he contacted us regarding the port-out, there was no indication that a request to discontinue AutoPay was made. Unfortunately, once an account is cancelled, it is not possible to modify AutoPay settings through the online portal.
   
  Additionally, we reviewed the call from 10/06/25, during which a representative advised that account modifications could not be made post-cancellationthis information was incorrect, and we sincerely apologize for that error. Furthermore, we reviewed the call from10/27/25, during which they were assured that their previous phone call would be reviewed and that they would receive follow-up. We apologize that we did not fulfill that commitment.
   
  To resolve this matter, we have waived the final invoice and submitted a refund request for $71.79. Refunds are processed on Fridays, and the refund procedure may take up to three weeks. Once completed, Mr. ****** banking details will be removed from our system, as requested.
   
  Please accept our sincerest apologies for any inconvenience caused. We are taking these issues seriously and will be addressing them internally to prevent similar situations in the future.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 11/14/2025

   
  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:11/06/2025

  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.

  For the past year or so, every time I have had to pay my cell phone bill online, their website requires that a code be sent via text in order to access my account. The option to receive this code via email has been "temporary unavailable" for over a year now. You are then forced to use your text minutes with this ridiculous ritual every month. I contacted them about this and was told that is "just how it is". Under the guise of security, I believe they are requiring customers to use their cell service simply to access their online account.

  

  Business Response

  Date: 11/13/2025

   
  
  November 13, 2025
  
  BBB #********
  **** ******** (#XXXXX9392)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience or frustration the customer may have experienced during the online account login process.
  
  Consumer Cellular takes the security of our customers information very seriously. Our security protocols regarding account access have been heightened to match the rise of online fraud within the wireless industry. We now require the One-Time Passcode (***) to be sent via SMS to the customers cellphone. This is to protect our customers and to ensure that only authorized users can access their accounts. By removing the option to send the *** via email, we have seen a drastic reduction in SIM swaps and attempted fraudulent account takeovers. Please note that the *** message is free of charge and can be received without a texting plan.
  
  We are actively looking into other potential options for customers to use for verification in the future, and apologize for any inconvenience this may cause. However, protecting customers' accounts from unauthorized access or changes remains our top priority.
  
  Additionally, if the customer is unable to verify the code for any reason, our support team is available via chat or phone and will gladly assist with any account-related needs.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  
  

  Customer Answer

  Date: 11/13/2025

   
  Complaint: 24116645
  
  I am rejecting this response because:  I only access the website once a month to pay the bill (like millions of others), so I will still have to get a pass code each time.  ********** response doesn't address the fact that there is still an option to get an emailed passcode, but it is labeled as temporarily unavailable, implying that it will still be an option.  If it has been deemed unsafe per her response, why is it still listed as an option?  She states they are looking at other options for signing-in, but seems like another stall tactic with no progress.  Why not offer a 90-day period in order to go this faux security procedure?  Many other websites have this, and this company could have this change done within 24 hours on their website if they chose to.  It only makes my original point more glaring: is it because they want customers to keep using their texting minutes to rack-up for this waste of time sign-on procedure?
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/06/2025

  Type:Order 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 was told I would be paying a fixed price of $78 for Consumer cellular phone service & received a notification today from my credit card that the bill was $130.32. I called regarding the discrepancy & was met with an extremely rude agent that told me that was the price regardless of what I was actually told. She told me I was paying a fee for both phones I received. In my conversation (which was recorded) I was told the phones were free for signing up for their service. I was told I signed an "easy pay" agreement for the phones. I do not remember signing this however, I was sent a lot of fine print documents so it is possible that I signed this without fully reading the agreement which is on me. However, in my conversation I asked repeatedly if my bill was going to be $78 to which the agent continued to reassure me that it was. That fee included $55 for both lines, including "free phones", warranty on the phones & taxes. I paid a "down payment" that I was told needed to be paid for *************** 1st bill. I escalated this to a supervisor who told me again that I signed this agreement but would listen to the original call. This is completely predatory actions.

  

  Business Response

  Date: 11/11/2025

  November 7, 2025
  
  BBB #******** 
  ****** **** (*****8550)
   
  
  Hello 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 their account. 

  On September 12, 2025, ****** **** contacted Consumer Cellular to inquire about purchasing new phones and opening an account with our service. During the call with our representative, the customer was informed of the costs associated with the selected phones and confirmed that Consumer Cellular does not offer phones at no cost. We have verified through call review that accurate information was provided, including details of our ******* financing program, the required down payments for each device, and the monthly charges for the devices, which are added to the service invoice until the phones are paid in full. Ms. **** also inquired about making additional payments toward the device purchases.

  The monthly service fee for our customers account, after their **** member discount is applied, includes:

  Unlimited Talk/Text/Data for 2 lines:  $76 plus taxes and fees
  Asurion Protection Plan:  $14 ($7 per phone)
  EasyPay financing:  $32 ($16 per phone)

  Our ******* financing plan gives our customers the option to purchase a top-of-the-line phone by spreading the payments over time, all interest-free. Because our ******* program is considered financing, we are required to have the customer review and accept the terms of the EasyPay program before we can ship the device. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

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

  
  

  Customer Answer

  Date: 11/11/2025

   
  Complaint: 24078666
  
  I am rejecting this response because that is not an accurate account of that phone call 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/05/2025

  Type:Product 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 have been a mostly satisfied Consumer Cellular customer since October, 2020. I ordered a new cell phone ******* Pixel 10) on Sept. 8, 2025, the terms of which were a $15.00 deposit followed by an EasyPay Plan of $16.00/mo. for 24 months added to my monthly bill, to which I agreed. The phone was to be delivered by *** in a few days. During the interim, I changed my mind about the phone, contacted CC to cancel the order, which was not an option since it had already shipped. My choices were to accept delivery (which required a signature), then send it back or refuse delivery. I opted to refuse delivery, spoke to the *** driver and signed off on that.Meanwhile, I waited for several days to follow up on the status of the return and the refund I was due. I reached out to CC (on Sept. 16, 22), and received confirmation of their receipt of the phone and a refund was processed to my Credit Card.The main problem with this transaction is the first $16.00 EasyPay installment charged on my invoice dated Sept. 23, for the period Aug. 24 - Sept 23. I called again on Sept.27 to address this charge and request a credit/adjustment on my next invoice. I was erroneously informed that this $16.00 charge had been part of the refund to my Credit Card. The phone and corresponding charges were on my credit card, and the $16.00 was on my monthly CC bill.The final call I made to CC was on Oct. 31, (the duration of which was one hour and 19 minutes), when I was informed that I would not receive a credit because the invoice had already been paid and the *** claimed to not have the "tools" to do so. I said that this made no sense, and I had never dealt with a business that did not credit/adjust after the fact. That is a common business practice. I asked to speak to her superior, which set the game in motion of putting me on hold, checking back with me every few minutes....I knew that this was going nowhere and told the *** that I would be filing a complaint with the BBB.

  

  Business Response

  Date: 11/10/2025

  BBB 24110346
  ***** ******** (#*****4919)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear about Ms. ********* frustration surrounding her recent phone purchase and refund, and we regret any inconvenience this may have caused.
  
  According to our records, Ms. ******** placed an order on 09/08/2025 for a ****** Pixel 10 device and accessories. This included a $15.00 down payment for the phone and a $17.50 down payment for the case. The order also included a $5.00 Device Upgrade Fee (***), $17.00 shipping, and applicable taxes, totaling $80.84.
  
  Because the device was not returned to us before the upcoming invoice posted on 09/26/2025, an EasyPay installment charge of $16.00 was added to Ms. ********* invoice, bringing the total balance to $46.69 due on 10/13/2025.
  
  Once the device was returned, a refund of $74.84 was processed on 09/29/2025. This refund included the full amount of taxes, the EasyPay installment of $16.00, and the down payments for both the phone and case.Shipping and the *** are non-refundable, as outlined in our terms of service.
  
  We understand there was some confusion regarding the EasyPay installment charge that appeared on Ms. ********* 09/26/2025 invoice. While this charge was billed, it was also included in the refund issued to her credit card. We apologize for any miscommunication during Ms. ********* interactions with our support team and appreciate her patience throughout the process.
  
  Should Ms. ******** have any further questions or concerns, she is welcome to contact our customer support team directly at **************.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/10/2025

   
  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:11/02/2025

  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.

  Name: ******* ****** Phone:************ Attempt to transfer/port mobile phone number from consumer cellular to boost mobile. 10/17, Boost tech attempted to port and entered incorrect numbers. 10/21, Boost tech reattempt porting and contacted c.c. to manual port . No port received by boost. 10/22 thru 10/27, daily calls to Boost incident managers that included three 3 party calls to consumer cellular. Each time consumer cellular **** insists that number has been ported . 10/28, call to Boost incident manager (******) did a search of the history of movement of the number. It indicates that the number is presently at code 6214 which is consumer cellular. Another 3 way call involved a lot of time as the consumer cellular agent acting as a messenger to and from consumer cellular porting *****and refusing direct access. Consumer cellular porting ***** agreed to open a ticket and investigate. Promised to phone contact in 24 to 72 hrs. Upon my request they would not provide the ticket number for my reference . 5 days have passed and I not received any communication from consumer cellular.

  

  Business Response

  Date: 11/03/2025

  November 2, 2025
  
   
  BBB #********
  ******* ****** (#*****5074)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that ******* ******* might have experienced when attempting to port their phone number from Consumer Cellular to ************* We contacted them and reviewed the phone line details. When ************ attempted to port the number to them, a communication issue arose between their system and ours. We have cleared all coding on the phone number and advised them to have ************ attempt to port the phone number over to them again.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/03/2025

   
  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,
  
  ******* ******

  Customer Answer

  Date: 11/05/2025

  Name: ******* Dillon 

   

  Complaint #: 24096381

   

   

  Contact  from consumer cellular.  It took 2 more porting requests but the number was finally released by consumer cellular and porting was completed 

   

  ******* ******

  Pump Specialist

  Bay Valve Service

  O: *************

  C: *************