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:09/17/2025

  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.

  Consumer Cellular reactivated a five year old account and started billing when I called customer service to check about coverage at our home. On Sept 15 I was told to give an account pin to talk to the customer service *** about checking on using their company. I did not remember the pin from 2020 and suggested a new one. I was told that Consumer Cellular had 4 G coverage at our home which would have been fine. But that is not the case. I checked when a contractor came that used **** which sets the network for Consumer Cellular. (One bar outside). And ******** did have coverage but that relationship ******** no time did I activate a phone to check coverage (the first *** said she could not do it) and we never discussed plans or pricing but only coverage.Please note that last year I also called with the same coverage question and was not charged. This year **************** Rep ********** reference number allowed) said the billing clock had started I did try to respond to their first email on Sept 16 but the account was unmonitored. The email stated that I had an initial bill of $5.58 and this was going to continue. I was supposed to check My Account (none) and type in my phone number (none) and use my password (none).****** did cancel so we would not be billed much but would have to wait a month for final charges.Please note that I never talked about a plan or costs or activated any phone for over five years. But I did call to check on coverage. During the first call on Sept 15 at no time was I told of any charges. During the second call on Sept 17, which was in response to the Sept 16 email billing, I was told that our monthly bill would continue unless cancelled. ****** did send an email saying the account (none) was ************ concern is the deceptive practices of Consumer Cellular for not mentioning costs and policies.

  

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
   
  BBB #********
  ****** ******** (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused ****** ********. We contacted them and reviewed the account. The ********************** account had been reinstated, as they were thinking about rejoining Consumer Cellular. The account was never charged for services, but due to the account profile being active a bill posted with an opt-out fee, as they had a profile with no email billing or autopay active. Due to them never starting services and cancelling the profile we have adjusted the opt-out fee charge, and they now have a $0 balance on the Consumer Cellular account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 09/18/2025

   
  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:09/13/2025

  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.

  Date of problem: 9/13/2025 Relevant additional date: 8/29/2025 On 8/29/2025, I contacted Consumer Cellular to begin the process of establishing service with them. From a previous call, it was my understanding that billing would not begin until I received and activated a SIM card. But at the very end of the 9/12/25 call--after providing billing info--I was told that billing would begin immediately. Because of Labor Day, mail service would be delayed; it could easily be a week before I'd receive the **** I wasn't OK with being charged for up to a week for service I didn't have so immediately cancelled. The *** mocked me for that; very unprofessional & rude.I subsequently purchased a SIM card from my local Target. On 9/12/2025, I called to activate it. To be sure I got the available offers, the Consumer Cellular billing office had told to re-activate my previous account instead of starting a new one. After more than three hours and long phone calls with two different Consumer Cellular ***s, the 1st of whom said he was being helped by his supervisor, they were unable to activate my SIM card. The 2nd *** I spoke with said this was her 1st time trying to do an activation that involved a referral. She was polite but seemed very unsure of herself. Her response to at least 2 questions I asked began with, "I think" or "I believe." She also said the previous *** had not left documentation that would help her. She said she was going to charge me a $10.53 activation fee. On 8/29/25, I'd been told there was a $10.00 activation fee, and the 1st *** I spoke with on 9/25 said nothing at all about such fee. Which is it??? After about 45 minutes with the 2nd ***, I lost confidence in Consumer Cellular's ability to activate my phone, gave up, and cancelled.After activation, Consumer Cellular reimburses the cost of the **** Since they were unable to activate my SIM, I'm requesting reimbursement of the $10.73 cost ($10.00 plus $0.73 tax).

  

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
   
  BBB #********
  ****** ****** (#*****2252)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that mightve been caused by the interactions that ****** ****** had with Consumer Cellular. We contacted them and reviewed the interactions they had with Consumer Cellular and listened to the concerns they had with the initiation process of starting an account. Theyve decided not to start services with Consumer Cellular due to the difficulty they experienced with multiple representatives. We have submitted a refund via paper check to them in the amount of $10.73 for a SIM card they purchased through Target for Consumer Cellular, which they weren't able to use.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/16/2025

   
  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.  I also appreciate how quickly the business responded. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/10/2025

  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.

  In June 2025, I became a customer of **********************. To this point, I have received two bills. I am being charged a county tax for a county that I do not reside in. I have contacted customer service twice trying to get an explanation as to why I am paying a county tax for a county that I do not reside in. Unfortunately, no one that I have spoken with has been able to explain the reason why I am paying this tax. This is unacceptable. I should not be being charged a county tax when I do not live in the county. This seems to be a fraudulent charge and I would like an explanation for these charges.

  

  Business Response

  Date: 09/15/2025

  September 15, 2025
  
  BBB 23865160
  ********* ****** *****0258
   
  
  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 ********* Bartons concerns regarding the taxes she was being billed for. We reached out to ********* and corrected the issue so that she will be billed for the correct county; this change will reflect on future invoices.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/16/2025

   
  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, once I see my next bill.  I will need to review my next billing statement to determine if all charges are accurate.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:09/08/2025

  Type:Order 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 cancelled our service on 8/14/25 using T-Mobile **** to complete the transfer of phone numbers. I spoke to the ** *** during that transfer and at no time did she mention a full month's charge of $60.70 was due but we only used 8 days of service. I contacted ** today after receiving a final bill and was told they do not prorate and she Should Have told me their policy. Their T.V. ad states no contract and cancel anytime. This is absolutely false advertisement! Consumer Cellular should be held accountable. I have never read anything on our bills about this policy and it was not mentioned on the 16th of August. We would have just delayed our cancellation until the end of the month.

  

  Business Response

  Date: 09/09/2025

  September 09, 2025
  
  BBB 23857858
  ***** ***** *****9284
   
  
  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 ***** ****** concerns regarding their final bill since porting to a new carrier. We understand it would be frustrating to receive a full bill once the service has already been canceled. To align our policies with industry standards, Consumer Cellular will no longer prorate service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. As per our service agreement, the service is billed until the end of the current billing cycle. This information is provided in Section 1.2 of our Wireless Customer Agreement. This agreement is not a contract since ***** was not locked into the account with us as we provide the ability to cancel at any time, and no additional fees are charged other than the charges for the service provided. 
  
  While we understand this is not the resolution ***** is hoping for; however, our stance has not changed. A refund or credit will not be applied to prorate the final charge for the lines/account per our policy and current industry standards. We can confirm that the agent who canceled the lines/account set the proper expectations with ***** to ensure a smooth cancellation process. ***** ***** is billed through the end of the billing cycle in which his request to cancel was received. The canceled account balance remains $60.70. ***** *** pay online or over the phone by contacting our customer support number at ************. 
   
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23857858
  
  I am rejecting this response because:

  1.2 What Happens If I ************************** Can You Cancel My Service? Is There A Cancellation/Early Termination Fee? You may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred through the date of termination. If you do cancel, you must notify us in writing. We may also cancel this Agreement. If we do, we will attempt to notify you in advance. Even though the Agreement is canceled, you are liable for all charges to your Number through the date of termination. 

  No where can I find anything about  paying for a full month and not prorating a final bill in their Customer Agreement which is at the bottom of their first page on their website.  Furthermore, in Section 1.1 it states:

  1.1 ******************************* What Is Your Risk Free Trial?
  Your Agreement begins on the day we activate your Service and continues through the
  day your Service is terminated by you or us pursuant to the terms of this Agreement.
  There is no requirement that you maintain Service for a specific term length.
  With our 100% risk-free guarantee, as a new customer you may cancel your Service and
  return any Device purchased directly from us within 30 days (data usage is limited to
  500MB) of activation of your Service, and we will waive the monthly service fee. You
  remain responsible for any international long distance, roaming, text and data charges,
  as well as directory assistance charges, other third party charges and applicable taxes,
  Rev. 051322
  surcharges, etc. If you cancel beyond 30 days or if you have used more than 500MB of
  data Services at the time of cancellation, you may still cancel your Service at any time,
  and we will prorate your monthly service fees in your final invoice. Devices purchased by
  existing customers are subject to a 14 day return period.
  

  The next to the last sentence in this section seems to apply to anyone having their service more than 30 days. States they will prorate your monthly bill.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
  BBB Rebuttal 23857858
  ***** ***** *****9284
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  After further reviewing ***** ****** account, we waived the final balance of $60.70 as a courtesy on 9/9/2025. ***** will no longer receive invoices from Consumer Cellular; the final account balance is $0.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/17/2025

   
  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:09/07/2025

  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.

  We were double charged May 2025 as a customer. We had autopay with our *********** account. Our *********** statement showed that we were charged twice so *********** pulled back one of the payments. Consumer Cellular now claims we *** for that month and continues to bill us with late fees. Weve contacted them multiple times with no success in resolving this. Weve also contacted *********** and they said that Consumer Cellular did not contest them for pulling back one or the two charges for May 2025. *********** said we need not worry about this anymore but yet Consumer Cellular continues to contact us about this. Around this time we also switched providers and no long do business with them. As I mentioned weve contacted Consumer Cellular several times and even gave proof from our *********** statement. Thanks

  

  Business Response

  Date: 09/09/2025

  September 9, 2025
  
   
  BBB #********
  ***** ***** (#*****5551)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused ***** *****. We contacted them and reviewed the account and charges. In May, we processed a payment for $54.39. On 07/03/2025, the bank sent this payment back to us, causing it to be in a past due status. They canceled their account prior to the payment being returned by the bank, so when they sent in a check for payment, they believed this to be for the final balance. They were able to send documents to show that their bank had shown the payment in May to be processed twice, and then the bank canceled one of the payments.
   
  With the information provided by ***** *****, we have adjusted the final balance charges, and theres now a $0 balance on the account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/12/2025

   Case number ********. ***** *****

  
  

  Our complaint was discussed with Consumer Cellular and was resolved.  ****, the solutions *** of Consumer Cellular, was very professional and kind.  We talked with him about the issue and sent information to him concerning the payments we made.  He was very understanding and within 24 hours he contacted us and explained what had happened.  The result was that we were current with any charges and they corrected the error and informed us that we now have a zero balance. Very pleased that this issue has been resolved.

  
  

  Thanks BBB for working with us on this case.

  
  

  Thanks

  ***** *****

• Initial Complaint

  Date:09/04/2025

  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 changed the amount of my phone payment and caused a deficit in my checking account. My phone bill was $34.00 and change last month. I had $45.00 in my checking account to cover the amount. Today, I got an email from **************** stating that my account has a deficit. It is due to Consumer Cellular. I'm on a budget with my Social Security. There was no notice or warning about the increase from Consumer Cellular.

  

  Business Response

  Date: 09/11/2025

   
  
  September 11, 2025
  
  BBB 107538402
  ****** **** (#XXXXX8402)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration with the billing on ****** **** account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. When a customer begins services charges are prorated to the date services began, and the first invoice charges may not be for an entire billing period.
  
  We have contacted ****** **** regarding their concerns. During the conversation, we reviewed the customers invoices and explained that changes they made to their data plan resulted in different monthly costs. Additionally, when the customer updated their billing due date, this moved their billing cycle dates, and resulted in a one-time prorated bill to allow for the adjustment. When we spoke with the customer, we were able to adjust their plan to prevent any unexpected changes in the future. 
  
  Thank you for allowing us to address these concerns.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 09/15/2025

   
  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:09/03/2025

  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.

  We just spent 18 hours without phone coverage due to an error on your end. Our esim was turned off and the esim for the new phones was not active. We spent many hours on the chat because we couldn't use our phones. Very disgusted with the service and the phones are coming back

  

  Business Response

  Date: 09/05/2025

  September 4, 2025
  
   
  BBB #********
  ***** ******** (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that our activation process may have caused ***** ********. We contacted them and reviewed the account. During the activation for one of the two new phones, both activations were processed in error. Due to both activations being processed, the customer was then left without services. We have confirmed that services on both phones are back up and running, and they have sent back the new devices they purchased.
   
  Due to the technical error on our end, a courtesy $25 credit was applied to the account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:09/03/2025

  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 canceled my service on August 11, 2025 due not being able to use,, receive calls, texts or voicemails for over 4 months. Called several times for help and was promised each time phone was now fixed and sound work fine! Finally on 08/11/25 I cancelled the phone for no service! Phone was cancelled immediately while on the phone with them. Paid the bill and was told I was done with them. Now 09/03/25 I receive ANOTHER BILL! I call and they say its for the last month! Cycle is from the 27th to the 26th each month. Therefore I did NOT HAVE SERVICE for 15 days of that cycle and should Not have pay for something I DID NIT HAVE!! That is 15 days which equals $15.00. They over spoke me and the supervisor *** **** up on me!!!! UNACCEPTABLE! You can not charge for something you Do Not Have or can Use!!YOU IWE ME A BILL ADJUSTMENT!!

  

  Business Response

  Date: 09/08/2025

  BBB 23832492
  ******** ******** (#*****3383)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for the frustration that Ms. ******** experienced with their service, which ultimately led to them closing their Consumer Cellular account. As Ms. ******** expressed their concerns regarding their final balance of $33.23, we explained that 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. 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.
  
  When Ms. ******** closed her Consumer Cellular account on 08/11/2025, a final invoice was generated through the end of the current billing cycle, from 07/27/2025 to 08/26/2025. Beginning on 04/02/2025, Consumer Cellulars monthly charges would no longer be prorated when an account or phone number is cancelled. The customer will be charged the full amount throughout the billing cycle. At the time of cancellation, customers will have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the customer would be billed through the end of the billing cycle in which their request to cancel was received. 
  
  As part of our commitment to being transparent, this information was provided to existing customers through different communication paths, such as emails, invoicing, and customer agreements.
  
  Mr. ******** expressed that she was never provided with the option to schedule her cancellation when she spoke with customer care on 08/11/2025 to close her account. As a result, ********************** has chosen to step outside of our standard policies and offer Ms. ******** a prorated credit of $12.90. This credit would clear the charges accrued from 08/11/2025 to 08/26/2025 and would leave a remaining balance of $18.43.
  
  To make a payment, Ms. ******** is welcome to contact our customer care at **************. Someone will be happy to assist them.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:09/03/2025

  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.

  On September 2, 2025, I was charged ***** (full monthly charge) for service with Consumer Cellllar. On August 11, 2025, I called to cancel with Consumer Cellular (CC). ** immediately cancelled access to the account effective 08/11/2025. I didn't have access to the account for the full billing period, so I called on September 2, 2025 to question why am I being charged for the entire month if I didn't have access. if CC will not prorate billing, then why did they cut of service on 8/11/2025. The service should've been active through the end of the billing period.This is unfair billing practice....if you are not prorating then why are you disconnecting service before the end of the billing service period. There are probably so many people this has happened to and I believe this should be grounds for a class action suit.

  

  Business Response

  Date: 09/08/2025

  September 5, 2025
  
   
  BBB #********
  **** ***** (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused **** *****. We contacted them and reviewed the account balance. When they contacted us on 08/11/2025 to cancel the account, we provided an option to disconnect immediately or keep active through the end of the billing cycle that started on 08/03/2025 and ended on 09/02/2025. The customer agreed to disconnect immediately. Per section 1.2 of our Wireless Customer Agreement, it advises that the customer will be charged through the end of their billing cycle theyre in at the time of cancellation.
   
  The payment that processed on 09/01/2025 for $41.94 was originally due on 08/22/2025, for the billing cycle from 07/03/2025 to 08/02/2025. We have advised that the final balance of $41.94 for the final billing cycle from 08/03/2025 to 09/02/2025 is valid.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/29/2025

  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.

  On 05/30/2025 I cancelled my cellular service with the above mentioned business. The only contact shortly after that was questioning why I was still being billed. The issue was resolved after finding out their was a balance on a phone purchased through them, which I promptly paid. The service was than switched to ********. Upon reviewing my accounts I found I was still being charged $39.51 for the months of June, July and August. On 08/29/25 I reached out to the business. They stated they had still been sending out text notices of my monthly billing. Since their *** card was removed after the cancellation I never received any such notification(s). Final decision was that they would not be refunding the money due to what they called sending me a transfer pin in order to transfer my number to another carrier. Again the *** card had been removed not allowing any such message to be received as well as upon checking the email associated with the account I found no email during the time span reflecting any such notification. I am seeking restitution of $118.53 due to the closure of the account 3 months ago.

  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  BBB #********  
  ***** ****** (#*****1901)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ***** ******* complaint and for allowing us the opportunity to respond further. We apologize for any frustration caused by the billing on their account.
  
  ********************** 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. 
  
  Our customer contacted customer service on May 30, 2025, advising the account would be closed and they were transferring to a new provider. They were provided the needed transfer PIN by email and text message (SMS). ********************** did not receive a request to transfer the number and the service remained active until ***** ****** contacted us on August 29, 2025. The account was closed upon request with the cancel date backdated August 8, 2025, the last date of the previous bill cycle, to avoid further invoices to process as a one-time courtesy.  
  
  Consumer Cellular did not receive any contact from our customer between May 30, 2025, and August 29, 2025, resulting in the service remaining active and available. All charges are valid, and no credit is available. 
  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
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