Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

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

Customer Complaints Summary

1,482 total complaints in the last 3 years.
472 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/26/2025
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 switched my cell phone service from Consumer Cellular to Spectrum last August. I called Consumer Cellular to ask them to unlock my phone and after numerous calls and getting the run around and various lies from what I'm sure was a script, I went into the Spectrum store. After two separate visits, I still had no resolution. I was up to date on my payments and when I was told to go to ****** since that is where I purchased the phone with cash, Consumer Cellular still refused to unlock it. I went back to Spectrum and the woman who took care of me said I had no other option than to purchase a new phone. Since I had no other option, I leased a new phone. I feel as though I was held hostage to a company who continue to use horrible business practices!! Why should I have to buy a new phone when I was happy with the one I had. Unfortunately, I had not read the awful reviews here on BBB. I don't feel that I owe anything as they kept me from unlocking my old phone and obviously were still charging me. I refuse to pay these ridiculous charges as they obviously are trying to rip people off. They of course sent my bill to a collection agency who I contacted the first time and explained to them what had happened. I received a second notice and that is why I am contacting you. I will also be sending an email to the *** at Consumer Cellular and if I don't receive a resolution soon, I will be filing a small claims court action.Thank you for your attention to this matter.Sincerely,******** ********* .
Business Response
Date: 07/04/2025

July 4, 2025

BBB 23520729
******** ********* (#XXXXX9875)

Dear BBB,

Thank you for contacting us with ******** Livengoods complaint and allowing us the opportunity to respond. We apologize for any inconvenience the customer has encountered regarding their locked non-Consumer Cellular device.

In December of 2023, ******** ********* activated a new iPhone 12 on their Consumer Cellular account. The customer purchased a new device at a retail Target location and activated it using Consumer Cellular service; however, the phone is not a Consumer Cellular device. If a customer purchases a universal or unlocked iPhone from a retail store and activates it using our SIM card, the phone will become locked to Consumer Cellular. This is how retail iPhones are designed to work and is not something we can prevent.

In September of 2024, ******** ********* contacted us with concerns that their device may be locked to Consumer Cellular. Per Consumer Cellular policy, to unlock a non-Consumer Cellular device, a supervisor will escalate the request, which may require proof of purchase. Upon account review, proof of purchase was requested on 9/19/24. We were unable to find any documentation for this issue following the receipt request.

In September of 2024, ******** ********* cancelled their Consumer Cellular service. On 11/4/24, ******** ********* contacted our *************************** about the unpaid balance on their account. During the conversation, it was explained that despite any frustration experienced with the lock status on their equipment, the charges for services used are valid. We also advised that if a balance remains unpaid the account will be transferred to a collection agency.

Consumer Cellular is no longer pursuing collection efforts, and all contact regarding this balance after 1/21/25 will be provided through ***. When an account is moved to ***, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations, or questions about the balance should be referred to ********************************** at **************.

We have contacted ******** ********* to apologize for any inconvenience caused by the device lock. We have advised that their iPhone has been successfully submitted for unlocking.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

******** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a refurbished phone from consumer cellular.. I paid for it the day I opened the account. I called them on may 13 to cancel the survive and umlock the phonr. The phone is my property. They wont unlock the phone . I told them to cancel the account and unlock the phone. The service has been cut off already.they told me o had to pay the bill thru June 5 th. I called them back again when I got another bill. They said they had no record of my previous conversation about canceling the account . Yesterday I received another bill for a third month of service. They will not unlock the phone which makes it useless i paid for that phone Im full. They wont unlock it and keep charging me .i want the phone unlocked. O will pay them thru 5/13/2025
Business Response
Date: 06/27/2025
June 27, 2025

BBB #23516371
John Branigan (#*****2990)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
As outlined in the agreement, Consumer Cellular phones are designed for our service and are locked for use with our network, which is standard for carriers nationwide. Phones purchased from Consumer Cellular can be unlocked after 30 days of active service as long as all other requirements are met. This includes the account being in good standing with no past due amount and the phone purchase price has been paid in full. Please understand, Consumer Cellular cannot guarantee that our phones and all of the features will work with another service provider's network, domestic or international.
John Branigan’s account was suspended for non-pay on 05/10/2025. As we have not received payment of $133.34 for the service dates of 03/06/2025 through 05/10/2025, the account does not meet the requirements to unlock their Apple iPhone 11. Once the past due balance is paid in full, the request to unlock the phone can be completed.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

Aleda V.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
Initial Complaint
Date:06/24/2025
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.
I initiated and canceled my service with Consumer Cellular on May 19, 2025, as noted with the attached confirmation emails. On May 22, 2025, I received emails stating that I had changed my service from an **** account to an **************** account. I'm 74 years old, an **** member, and received the **** discount! WHY would I do that when I'm canceling my account? Then it states it changed from an "Old Plan" to a "New Plan", and then it canceled. All this occurred on May 22, 2025. Upon seeing these emails, I called Consumer Cellular to confirm the account was closed. As stated, I canceled this plan on May 19, 2025. As shown in the emails, I received a bill to be paid on June 11, 2025. This bill was paid by autopay on June 11, 2025. Today, June 24, 2025, I received an email stating I still have a final bill due July 11, 2025, although I canceled May 19, 2025, confirmed. Furthermore, I have not been able to Login/ access my previous Consumer Cellular account since May 19, 2025, to review billing or stop autopay. Please help with this fraudulent activity!! Please stop the autopay!
Business Response
Date: 06/28/2025
June 28, 2025

BBB File No.
Max Whitfield (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. We are not a prepaid provider, and service is month-to-month; service will remain active until a request to cancel is received or the number(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.

Mr. Max Whitfield had two lines of service on his account. On 5/19/25, one of his lines ported out to his new service provider, however, the second line of service remained active. The second line of service was cancelled on 5/22/25, per Mr. Whitfield’s request. As his billing cycle begins on the 22nd of the month and ends on the 21st, a final invoice generated for 5/22/25 – 6/21/25. As a courtesy, we are stepping outside of our policy and have waived the balance on the account. Mr. Whitfield will receive one final invoice reflecting a zero-balance due.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

Stephanie E.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
Customer Answer
Date: 06/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *********
Initial Complaint
Date:06/23/2025
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.
see attachment
Business Response
Date: 06/27/2025
June 27, 2025

BBB #23505737
Jerri Cook (#*****0839)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We received the notification for our customer’s issue, however, an attachment providing the customer's issue was included.

Sincerely,

Aleda V.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Business Response
Date: 07/02/2025
July 2, 2025

BBB #23505737
Jerri Cook (#*****0839)

Dear BBB,

Thank you for contacting us regarding Olga Ulloa’s complaint and for allowing us the opportunity to respond further. We apologize for any frustration caused by the billing and data reporting 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.

Per Section 1.2 of our Wireless Customer Agreement (WCA), “…Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your Services until the end of your billing cycle, unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.”

We understand Jerri Cook’s service was transferred to a new provider on April 12, 2025, which was the first day of the billing cycle. As a one-time courtesy, we have waived the final invoice charges, and their closed account is now paid in full.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

ALEDA V.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Customer Answer
Date: 07/02/2025

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:06/21/2025
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.
Consumer Cellular is charging me for data they say I used, but there was no way I used it. We signed up with them on June 12th and our phones could never get a cell signal so unless our phones were connected to Wi Fi we couldnt use them. So we switched to another carrier on the 18th. They said my number used most of the data, which is the real kicker because Im home on WiFi 90% of the time. And again, phones didnt work anywhere else. Its a shame a company that says its for seniors lie and charge this much money. Even if it was 243 mg over the allotted amount, which there is no way it was. Should it really cost this much? A whole month payment? They should be ashamed. I called several times for help and no one could figure the problem out, and get our phones working, and now they want me to pay for a month of service, when I didnt even have service the whole time, unless it was connected to WiFi.
Business Response
Date: 06/24/2025
June 24, 2025

BBB 23501877
Midge Harig *****3280

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 Midge Harig’s concerns regarding being charged for service when
they were unable to utilize their cellular plan with us fully. After reviewing
Midge’s account, we found that they were not charged for service; there were no
payments made or due for the amount of $47.25. Midge canceled under our
Risk-Free-Guarantee period and was not charged for their first month of service
with us. Midge’s canceled account is $0, and they will not receive any invoices
from Consumer Cellular.

Thank you for allowing us to address these concerns. Please do not
hesitate to let us know if we can be of additional assistance.

Sincerely,

Lauren C.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
Customer Answer
Date: 06/24/2025

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 would like to add, the two employees I spoke to on June21st, are the ones that gave me the wrong information and told me I would have to pay.
When I called again on June 23rd, a more informed and pleasant employee told me I didnt owe anything. Sorry for the confusion, I was just going by what I was told.
Sincerely,

***** *****
Initial Complaint
Date:06/21/2025
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 3 we wrote a check to pay off and cancel the consumer cellular account fora deceased member of our family. Consumer cellular terminated the account and was to release the physical phone for us to use with a different provider. I have now called twice and they have said that I must jump through hoops sending self protraits of me holding my drivers license before they will release the phone. The account number in question is below. We provided a death certificate upon termination. They have since told me this should have been released but now they cannot without this or I can open an account up with them. Final invoice number T072752539
Business Response
Date: 06/26/2025
BBB 23501448
***** *******

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 ***** Mannerss concerns about accessing the phone number and unlocking the phone associated with their deceased family members account. We communicated with *****, explaining that we will need to process a change in financial responsibility, which requires documentation to be forwarded to our billing department so we can assist them further. ***** explained it has been forwarded; however, we do not have a record of the documents. If ***** ******* would like to access the account and unlock the phone associated with it, they will need to forward the necessary documents.

We will need a copy of the front of one of the following:

State Drivers' License, State ID card,Passport, A selfie of the caller holding that ID. Additionally, we will need a copy of the death certificate or obituary (document created for the service is acceptable)
Once the documents have been provided, please allow 5 business days for Billing approval. The documents may be forwarded to our fax number at ************ or sent to our billing email:************************************************************

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:06/21/2025
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.
What the business committed to provide me. Mmmmmmmmmmmjjkn USMC uhh h go do day GCC go call off of he *** ****** NH gddggffggtygvvbhvvvvggg
Business Response
Date: 06/26/2025
June 26, 2025

BBB 23500907
Joe Murphy *****2779

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 Joe Murphy’s concerns regarding their unlimited data plan and any
frustrations caused by the speeds being slowed no matter how much data he has
used. We would love the opportunity to assist in troubleshooting this issue;
however, as of June 26, 2025, Joe has initiated the process to transfer his
number to a new provider. While we are sad to see Joe move to another provider,
we understand the decision in finding a provider that meets his usage needs.

Thank you for allowing us to address these concerns. Please do not
hesitate to let us know if we can be of additional assistance.

Sincerely,

Lauren C.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled this service in April 2025 and talked to them in May to pay any additional charges. They are telling me I owe from a time the automatic payment was returned but my credit card shows first declined and then went through. I dont believe I owe anything to consumer cellular
Business Response
Date: 06/27/2025
June 27, 2025

BBB #23497839
Jessica Hanson (#*****4746)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration that our billing has caused Jessica Hanson. We attempted to contact Jessica Hanson to discuss these concerns, but were unable to speak with them. If Jessica Hanson still needs assistance, we’re happy to assist them. We can be contacted at 1-800-686-4460 or via live chat at https://www.consumercellular.com/contact.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

Joshua N.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
Initial Complaint
Date:06/18/2025
Type:Customer Service 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 was considering switching my cell phone carrier over to Consumer Cellular so I contacted customer service on two separate occasions. Both occasions I was met with the worst customer service. Both representatives were completely unhelpful. There was an obvious lackluster, lack of empathy, lack of service knowledge with a who cares attitude. Basically the total opposite of of exceptional customer service. Maybe the company is okay with losing business due to poor customer service. Employees need to be trained in the ethics of exceptional customer service so that the company doesnt continue to lose business.
Business Response
Date: 06/19/2025
June 19, 2025

BBB 23489520
********** *****

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 spoke with ********** ***** regarding her experience looking to sign up for service. We understand the importance of maintaining a positive engagement with our new and existing customers; we are sorry to hear that this is not what ********** experienced. We appreciate the feedback shared and are continually looking for ways to better serve our customers. We have forwarded ********** ******* experience to the appropriate department for further review and training.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:06/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my service with Consumer Cellular for mine and my husband's cell phones, as we did not get any service at our home, even with a wireless signal extender we purchased. I contacted their Support team who reset my connection, but it did not fix the inability to connect. I had to go to another carrier and cancelled on 5/16/25. I have been charged twice since then and should not have to pay anything, as we cannot use the service. I would love to be reimbursed for all of my fees, but will settle on this last invoice being removed. It is not fair to have to pay for a service that did not work. I do not want to pay any charges or bills. Thank you.
Business Response
Date: 06/19/2025
June 19, 2025

BBB #23488508
Ingamar Churnock (#*****2466)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the billing on the account.
Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider, and service is month-to-month; service will remain active until a request to cancel is received or the number(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.
Per Section 1.2 of our Wireless Customer Agreement (WCA), “…Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your Services until the end of your billing cycle, unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.”
We understand our customer did not have service at their home, however, reviewing the account and usage, during the time the account was active, we are not able to waive the charges on the account and the final invoice amount, $70.59, is valid and due July 5, 2025.
Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

Aleda V.
Executive Resolution Administration
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Customer Answer
Date: 06/19/2025

Complaint: 23488508

I am rejecting this response because: The service was not usable nor was I able to solo use it, as they deleted our esims. They also told me when I canceled it was the last day of my cycle that was within the May statement. If I do not recieve a credit for this charge I will pursue action with the Attorney General, as I could not use the service and should not have recieved any additional charges. Especially since I was already charged on June 5th, which was after I canceled and in the email it stated I had no remaining account balance. Please delete the balance immediately.

Sincerely,

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

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