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:09/06/2025

  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 was sent a damaged phone then was told it would be replaced no charge but then was billed the replacement

  

  Business Response

  Date: 09/14/2025

  September 14, 2025
  
  BBB #********
  **** ********* (#XXXXX4897)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the frustration the customer has experienced regarding the replacement and return of a damaged device. On 07/21/2025, **** ordered a ******** ************ Upon receiving the device, it was found to have damage to the display. **** called our customer service department on 07/28/2025 to advise of this. When a customer reports that a device is damaged upon receipt, we have specific processes that our agents are advised to follow. 
  
  Unfortunately, the proper replacement process was not followed to ensure the customer wouldnt be charged for it. Instead, an exchange was set up, which indicated to our system that we were expecting a device in like-new condition. As a result, when our shipping team received the returned device, it was denied and sent back to the customer. Due to this having been for an exchange instead of a replacement, the customer also incurred an insufficient return charge for the cost of the replacement device of $117.47. 
  
  After the customer received the damaged device back, he contacted our customer service department, and a return label was sent to him so we could collect the damaged device. Once we received the damaged device back, the charge of $117.47 was waived. 
  
  We spoke with **** on 09/10/2025 and apologized for the error. We also informed him that we have received the damaged device and that the charge for the replacement has been waived. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 10/22/2025

  regarding my complaint regarding consumer cellular

  Istill am having issues regarding their billing. they did after some time nd trouble tke the chrge off my account for the damaged phone but are now billing me for a second line which i never activated and they have hangedthe monthly srvice fee from what i wa originally was told would be approx.  $33.00 to over $40.. i have denied them any payment until this is resolved. my bill for the 47 days of service should be no more than $67.00   thank you **** *********.

  please contact me by phone ************ or by mail

  

  Business Response

  Date: 11/03/2025

  November 3, 2025
  
  BBB #********
  **** ********* (#XXXXX4897)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience Mr. ********* may have experienced during this process.
  
  The charges associated with the additional line have been removed, and a credit for a late fee has been applied. After these adjustments, the final billed amount for ********************** is $79.44.
  
  Consumer Cellular does not prorate service charges for canceled lines or accounts. Plans are billed on a month-to-month basis, and charges apply for the full billing cycle in which service remains active, regardless of the cancellation date. This policy is outlined in Section 1.2 of our Wireless Customer Agreement. The final amount reflects all applicable charges and credits, and all remaining charges are valid.
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:09/05/2025

  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 don't want service from consumer Cellular! I'd already, cancelled a line 3 weeks ago, anyways I'd purchased full price 2 ***** phones from them!I owe a sm Payment But; there refusing to unlock my phones?? There my phones! I own them!They won't unlock?

  

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  BBB #********
  ******* ****** (#XXXXX1148)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As outlined in the *** Unlock Policy, Carriers, upon request, will unlock mobile wireless devices or provide the necessary information to unlock their devices, for customers and former customers in good standing and individual owners of eligible devices after the fulfillment of the applicable postpaid service contract, device financing plan or payment of an applicable early termination fee.
   
  For a Consumer Cellular device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must have been active on Consumer Cellulars service for at least 30 days, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. Consumer Cellular reserves the right to determine a phones eligibility to be unlocked based on our policy, which fits the *** guidelines.
   
  We understand this is not the answer ******* ****** may have been hoping for; however, our stance has not changed. The past due balance must be paid before the device can be registered as unlocked.  The amount to reinstate the account is the past due balance of $143.59. For immediate assistance with the payment, the customer may contact our support at ************** or use our live chat feature at ****************************************************;
  
  Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 09/16/2025

  But,my 2 ***** phones I purchased from Consumer Cellular before our service was connected; I paid in FULL

  I own them, Consumer Cellular,kept messing up with my billing & so I dropped them!

  
  

  Yes,I still owe a balance & I'm in the process of a Bankruptcy so I will just add; there wrong billing

  
  

  But,I own my phones NEVER paid a monthly charge on them because I paid in FULL for both; So they have No right to lock my phones& if they would of disclosured this in the beginning when I purchased the phones?

  
  

  I would of Never done business with them!

  
  

  So,I just found out!

  I'm angry for the companys misrepresentation and hiding information before I purchase the phones! 

  
  

   I have an elderly mother with dementia & husband with Alzheimer's disease,we are on disability!

  
  

  
  

  I need my phones;

  that I purchased; in FULL;

   to get another provider thru the government program.

  I already contacted them & they won't unlock 

  ( my phones).

  
  

  
  

  Thank you so much for your help & understanding 

  
  

  ******* ****** Evans 

• Initial Complaint

  Date:09/05/2025

  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 July ******* i called consumer cellular to cancel my service because i was no loner using the phone. Made the last payment which came out of my account on July *********. ISince then I have received two bills for payment and have contacted them twice to correct the issue and was told that i had to talk to someone in billing and that the payment was probably misapplied. have a copy of my bank statement showing the payment made, which i have made available to Consumer cellular. Today was the 3rd call again with a promise someone from billing will contact you. This process has proved to be a joke because every time I call billing, I get customer service and they takes my contact information the credit card number that I made the payment with, and never receive a call back from billing. It seems to be the runaround they have no transcripts from previous phone calls because I find that hard to believe. This is increasingly irritating that i have to spend so much time correcting cellular ones billing issue. I want the issue resolved and for them to correct the issue and credit my payment to my account, I really do not think this should be a problem. Ultimately, I do not want this to affect my credit for the problem they created. I tried to send you a copy of the payment record but the file was to large.

  

  Business Response

  Date: 09/15/2025

  September 15, 2025
   
  BBB #********
  ***** ****** (#XXXXX1977)
   
   
  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 ***** ****** experienced.
   
  On July 28, 2025, the customer contacted us to cancel their service and account. At that time, they also processed the final balance due in the amount of $69.59. Although this amount was recorded in the transaction history of the account, it was not reflected in the account balance itself. We escalated this issue to our ********************** and the payment was successfully applied as of September 15, 2025. As a courtesy, we waived any late fees or additional amounts that were due.
   
  We apologize for the delay in resolving this matter. Nothing further will be due going forward. If anything changes in the future, we would love to work with ***** ****** again.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/20/2025

   
  Complaint: 23845105
  
  I am rejecting this response because: I received a bill from Consumer cellular for a late fee. I made the payment on the 28th of July they acknowledged that, they misapplied the payment not me. They did not apply the payment till the 15th of September, 50 days later this is not my fault. Please find a copy of the bill I received.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/01/2025

  October 1, 2025
  
  BBB Rebuttal #********
  ***** ****** (#XXXXX1977)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. As mentioned in our previous response, the payment was successfully applied as of September 15, 2025. As a courtesy, we have already waived any late fees or additional amounts that were due. The account has a zero balance, and nothing further will be due going forward.
  
  If anything changes in the future, we would love to work with ***** ****** again. Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:09/05/2025

  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 received a cell phone from this business that I later sent back due to the incorrect chord and the box did fit together to charge the phone. I only had the phone for a week and now I am being billed for $34.35 that I feel I should not be charged along with a notice of late fees being applied.Acct # *********

  

  Business Response

  Date: 09/21/2025

  BBB 23844061
  ***** ******* (#*****9619)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customers frustration surrounding their experience with Consumer Cellular. We tried to reach Mr. ******* by phone, but we could not get in touch. Mr. ******* began service with Consumer Cellular on 06/02/2025 and purchased a new phone.Regrettably, the phone was received with the incorrect charging cord, which resulted in Mr. ******* requesting to return the equipment and close their Consumer Cellular account on 06/12/2025. On 07/03/2025, Consumer Cellular received the returned equipment, and a refund of $138.12 was issued back to the payment method that was used when the order was placed.
  
  Please know that Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. When an account is closed,there is always a final bill through the end of the current billing cycle. Consumer Cellular does not prorate monthly charges when an account or number is cancelled. The customer will be charged the full amount for the billing cycle. At the time of cancellation, the customer will have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the customer is billed through the end of the billing cycle in which their request to cancel was received. 
  
  The account was closed on 06/12/2025, and a final bill of $34.35 was posted on 07/05/2025, which was for the billing period from 06/03/2025 to 07/02/2025 and was due on 07/22/2025. Because the balance was never paid, a late fee of $5.00 was added to the balance on 09/05/2025, bringing the total past due balance to $39.35.
  
  However, because the service was never used, as their service was only active from 06/02/2025 to 06/12/2025, and the equipment they purchased was immediately returned upon receipt, Consumer Cellular has chosen to step outside of our standardized policies and grant an exception in the form of a credit for the final balance of $39.35. This brought the account balance to $0.00.
  
  Should Mr. ******* wish to return to Consumer Cellular, they are welcome to contact our customer care team at **************.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• 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:09/04/2025

  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 cancelled my service with Consumer Cellular and one of their key points mentioned in their advertising, across their website, and on hold (when your waiting for customer service) is that they don't have any contracts, no cancellation fees, and you aren't locked in with them at any time. They further go on to mention that the reason you stay with them is because they have ************************* When I cancelled my service it was nearly one week into the following billing cycle and it was the expectation that, that billing cycle would be prorated. Fast forward nearly a month later and I receive an auto payment notification that my card had been charged for the full bill. When I called customer service and spoke with the first ********** *****, she mentioned that there was nothing she could do that they had a policy changed about a year ago. Her tone was negative for no reason and she explained that she was not able to refund the funds, she further proceeded to explain that if I hadn't paid the bill yet she might have been able to do something, but now it is out of her hands. I mentioned that I had fully cancelled my account and therefore cancelled my autopayment option, and asked why they took the autopayment out. ***** then said that I didn't cancel that. I said when I cancelled my account that meant cancelling it in its entirety, at which point she said that there was nothing she could/would do.I then asked to speak to her supervisor and was told something similar except she stated their policy changed 6 months ago.Either way this completely goes against their advertising and main branding message. I cancelled my account and had a penalty, and auto pay was taken out of my bank account after I cancelled the account in its entirety.I am extremely dissatisfied.

  

  Business Response

  Date: 09/13/2025

   
  
  September 13, 2025
  
  BBB 23838548
  *** ******* (#XXXXX9003)
  
  
  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; Consumer Cellular service plans are priced on a month-to-month basis with no contact or cancellation fees. 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.
  
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. This information is outlined in our Wireless Customer Agreement (WCA) and is also available on our website under Support & FAQs; "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."
  
  *** ******* contacted Consumer Cellular on 8/14/25 to cancel their account. The customer had called multiple times that day stating that their current device was damaged, and requesting information about ordering a new phone, but instead cancelled their account. We have reviewed the calls from the date of cancellation and were unable to find any mention of prorating the final charges.
  
  *** ******* called again on 9/4/25 and spoke with a supervisor about a charge they received for $25.86 from Consumer Cellular. We explained that as the customer enrolled in automatic billing, their charges were processed automatically on the due date. This charge was for usage during the billing period of 7/6/25 to 8/5/25 and is valid.
  
  On 9/8/25, the customers final bill generated a total due of $25.86 for the billing dates of 7/6/25 to 8/5/25. While we understand that this is not the resolution *** ******* was hoping for, a credit will not be applied to prorate the final charge for the account, as per our policy and industry standard. As such, the final charges of $25.86 for service during the last billing cycle remain valid.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 09/14/2025

   
  Complaint: 23838548
  
  I am rejecting this response because: 
  
  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
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• Initial Complaint

  Date:09/02/2025

  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 was lied to by both Consumer Cellular and there former insurance company ********.

  

  Business Response

  Date: 09/21/2025

  September 21, 2025
  
  BBB Case #********
  ******* ******* (#XXXXX8903)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the frustration that ******* has experienced regarding his Allstate protection plan and damaged device. We attempted to contact ******* via phone and email, but unfortunately, we were unable to reach them. 
  
  After reviewing the account, we found that ******* had requested a protection plan replacement on 08/28/2025. The protection plan claim was initially denied because the original device was out of stock, as it is no longer carried by the manufacturer. This issue was escalated internally to arrange for a replacement device to be sent out. On 09/02/2025, a replacement device was ordered and sent to the customer free of charge. 
  
  The customer has since called in and activated the replacement device. During the call, our agent explained to the customer that the order was billed to his account and he would see the charge on the next month's invoice; however, since we are covering the cost of the replacement, a credit in the same amount as the order total was also applied to the account to offset this charge. 
  
  As we no longer partner with ******** for our device protection plans, an Asurion protection plan has been added to the new device, allowing the customer to continue having coverage against accidental damage.  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
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