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:08/27/2025

  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.

  email to supervisor ****** ****** On 04/14/25 I was at the store getting a new phone and I was approached by a woman who said it would be cheaper if I went with their phone instead of Straight talk for a few reasons.I would get the basic phone for free (Phone was $25 NOT free)It would be unlimited everything for $50 a month, OR if I enroll in auto pay, it would be $45 (Not the case, was $60 and $55 prepay)It would be prepay, thus I could cancel ANYTIME (NOT PREPAID)And if I do decide to cancel that basic phone would be free (Cancelling was not an option and HAS BEEN CHARGING ME FOR MONTHS)My phone and wallet were stolen a few months ago, so I got a different phone through a different carrier, and figured SINCE THE PHONE WAS PREPAID, the service would cancel, and I would not have a Zero (0) balance. TO MY DISMAY, this was not the case. I talked to T-Mobile, and they stated I have a past due of OVER $240!!! (plus $25 for the phone) and would have to pay this prior to porting over my number. My old number is the secondary verification for ALL MY ACCOUNTS (******, ****, GMAIL, CHIME, most of which customer service cannot update, thus losing my GMAIL and other accounts.The *** at this ******* stated that a few people were fired from your corporation due to lying to customers just for a sale and they no longer work for you. I WAS TOLD IT WAS PREPAID, but in fact I was lied to in ALL REGARDS of this transaction and furthermore, what I was signing up for. I need this resolved promptly and at highest importance, due to the fact that T-Mobile stated I will still be charged monthly until I cancel the line, THUS LOSING MY NUMBER AND UNABLE TO PORT OVER as well as going to collections at some point.This is unacceptable. I am very disappointed and would like this resolved as soon as possible. I refuse to pay for service and phone in which I have not used in quite some time as well as to be misinformed when purchasing and signing up.*********** M ****** BS MBA MHA"

  

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  BBB / 23804595
  *********** ******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 
  
  Upon reviewing the customers concerns, it appears that this complaint was sent to Consumer Cellular in error. We are unable to locate an account based on the customer information below and the customers concerns are related to Premium Retail and T-Mobile.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 08/28/2025

   
  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 in which I filed a new complaint for premium retail.
  
  Sincerely,
  
  *********** M ****** BA MBA MHA

• Initial Complaint

  Date:08/26/2025

  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.

  On 7/25/25 I ordered a phone and service, online, from Consumer Cellular. I followed up on the order twice between 7/29 and 8/19 because the phone never arrived. The first time I was told the phone was in ******* and was in the mail, ****. The second time, again I was told the phone is in the mail (****) in *******. I was connected to the ********************* I spoke to supervisor "*****" and I cancelled the service due to failure to deliver the phone. On 8/26/2025 the phone was finally delivered even though the order was cancelled. I contacted Consumer Cellular yet again and requested that the account be cancelled and requested a return shipping label. At present, I am waiting for a reply to my requests.

  

  Business Response

  Date: 08/26/2025

  August 26, 2025
   
  BBB #********
  **** ********* (#XXXXX0585)
   
   
  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.
   
  The customer ordered the **************** 2025 on July 25, 2025, and it shipped out shortly after. On July 28, 2025, it was scanned in at the ************, IN, ******************** However, **** did not scan it again until August 17, 2025, at the ******, CO, ******************** When a device is lost in transit, we can replace the order after a specified number of business days, allowing time for it to be found or received. Sadly, the customer declined this process.
   
  As requested by **** *********, the account was canceled as of August 26, 2025. At that time, we arranged for the return of the phone and mailed a free return label. For convenience, the return label can be located and printed out here: *********************************************************************************************. Once the device is returned, it will be thoroughly inspected and evaluated. Once the return process is complete, the customer will see the refund for the phone credited back to the card used for the purchase. This process can take 3-5 business days, depending on the bank/card institution.
   
  Lastly, as the customer never received the phone, all charges on the account have been waived. 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:08/25/2025

  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.

  This company is stealing from me I upgraded my plan to have the same features as the original plan I was on got hung up on by 2 supervisors and 2 other low level employees my money is being stolen from me Im getting 1 week of data to go 5 weeks without it when my bill is paid either I get my data or I need refunded for the time I dont get

  

  Business Response

  Date: 08/26/2025

  August 26, 2025
   
  BBB #********
  ***** ******* (#XXXXX6638)
   
   
  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.
   
  With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is a standard practice among carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible.
   
  Once a customer has used 50GB of high-speed data in a billing cycle, their data speed will be reduced. This information is available on our website and states, On unlimited data plans, access to high-speed data may be reduced after 50GB of use, and you may experience slower speeds for the remainder of your billing cycle. As such, the charges for ***** ******* plan and usage remain valid, and no refund is due.
   
  While customers can stream the Internet and movie feeds from our mobile devices, we do not market our cellular data Internet connection as a primary Internet source. As outlined in our Acceptable Use Policy (AUP), an example of prohibited network use is using our service as a substitute for a home broadband service. Our AUP can be viewed here: ******************************************. We recommend that ***** ******* connect their phone to Wi-Fi or seek a home internet service provider for their location.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have on three different occasions to discontinue service with this company. Every time I talk with an associate,, to dis connect the service only to be billed the next month for service I have not received. On June 13, I called to have my cellphone services ended. The associated I spoke to assured me the service was disconnected. On July 25th I received a bill from consumer cellular. I spoke to an employee to disconnect my service. Again I was assured the service was disconnected. On August 25, I was again billed for services I had not received.. so again I called and was told my service was disconnected. So you are my last hope to end my services with this company without this payment for August; when my service should had stopped in June.

  

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  BBB #********
  ****** ******* (#XXXXX2334)
  
  
  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 6/13/25, a Secure Port Out PIN was provided to the customer so they may port their number to a new provider. To transfer the number, the Consumer Cellular account must remain active. Once the new provider takes over the number, it will automatically cancel the Consumer Cellular account. Sadly, the new provider never took control of the number, and the Consumer Cellular account remained active, incurring charges. ****** ******* then contacted us on 7/24/25 concerning an invoice and proceeded to cancel the account without completing the number transfer.
  
  Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Plans are priced month-to-month, which keeps billing simple and easy to understand. As per our service agreement, the service is billed till the end of the current billing cycle. The amount to pay off the account in full is $36.73. As the account remained active without a number transfer to a new provider, the charges remain valid and due.
  
  Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23790900
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******* should not have been billed for July nor August..but I am not asking for a refund only that this bill should not incur charges!

• Initial Complaint

  Date:08/24/2025

  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.

  This is a warning to anyone thinking about using Consumer Cellular . Very sporadic coverage in my area finally led to my cancelling my service 3 days into a billing cycle. I understand I should be billed for that ENTIRE cycle , but they then billed for an additional ENTIRE MONTH. Consumer Cellular says that is their POLICY . Buyer beware of the fine print ! I would never recommend this company to anyone . Spotty coverage & poor customer service.

  

  Business Response

  Date: 08/24/2025

  August 24, 2025
  
  BBB #********
  *** ******** (#XXXXX9966)
  
  
  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. Upon review of the account, there were no contacts made by the customer concerning service issues in their area. We encourage customers to reach out when they are experiencing service issues as many of them can be resolved quickly.
  
  The account was cancelled as requested on 06/15/25. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled, it will be billed until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement. 
  
  As the time of cancellation, the proper expectations were set with the customer. At the time of any verbal cancellation, our customers have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the expectation is set that the customer is billed through the end of the billing cycle in which their request to cancel was received. Unfortunately, a refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and industry standard.
  
  Lastly, we apologize for the frustration caused by the unwanted contact from our company. We have removed *** Faulkners name and address from our mailing list. Please know it can take 2-4 weeks for all our systems to be updated. It is possible that the customer may receive additional marketing materials while all systems are updated. If they are a member of ****, they may receive promotional material for our services through **** and will need to reach out to **** directly to be removed from their mailing lists. 
  
  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: 08/26/2025

   
  Complaint: 23790154
  
  I am rejecting this response because: poor way to operate . Charged for 2 months service for 3 days of use . WOULD NEVER RECOMMEND THIS COMPANY
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has a Consumer Cellular account with his name under his phone number ********** and my number ********** under my name. And also for a while they had the phone ported out. I am livid because he will not give me my number. My taxes have been almost all the way files. SSA wouldn't let me have SSI cuz they said I called them and told them I didn't want it. I transferred this number from my old account at Metro PCS to Consumer Cellular. I've had that number from June 2022. We are divorcing because he thought it was a good idea to shoot me one day and was arrested but bonded and has been the most impossible person. I've asked him many times. He don't want to answer then maybe he'll answer to someone. Consumer Cellular refuses to do anything without **** *****. They are infuriating me thinking this is a joke.

  

  Business Response

  Date: 08/24/2025

  August 24, 2025
  
   
  BBB #********
  ***** ***** (#*****4407)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that our authentication policy may have caused ***** *****. We contacted them and advised that were unable to honor the request to activate a new SIM card until the account holder of the ********************** profile contacts us and requests that ***** ***** be added as an authorized user. They advised that they would contact us with the account holder, so this issue can be resolved.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/22/2025

  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 opened up an account with ********************** for a home phone line. I received the device and activated it and was using it for weeks. I started receiving calls from consumer cellular saying that they had sent me the wrong device. It did not match the serial number and wanted me to return the device and they would send me a new one. I received the new one and I mailed the first one I from them back to them. Two weeks later, they mailed the device back to me stating it was not the one they had sent to me when in fact, it was was received and activated. Initially, I reached out to consumer cellular because they have put a charge on my account for the first device, even thoughI turned it back in they say that it was not the one they sent me when in fact it was. I reached out to a supervisor and he said that he would manually put the serial numbers in at once they received it they wouldwaive that $89 device fee they put on my account he all he also stated that he would send a return label for me to return the box back them again. At this time, I decided to cancel the service because they do not know what theyre doing. They are trying to charge me for a device I returned to them and they returned it back to me again I have canceled my service and I mailed both devices back to ********************** And they have refused to waive that $89 they put on My Account from the first box they said that they did not receive back. They acknowledged they have both boxes, but they are not waving the amount. They are charging me for a device that they have in their possession. I need some assistance with this. I called numerous times trying to get help asking to speak with a supervisor as of today, they have receivedboth boxes, but there is still that charge on my account. Theyre asking me who did I speak with and they have the notes right they should know what supervisor I spoke with. Ive spoken with numerous supervisors if I dont pay this amount, its gonna go on my credit.

  

  Business Response

  Date: 08/24/2025

  August 23, 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 issue may have caused ******** *******. We contacted them and reviewed the account. We confirmed that the device was delivered to our warehouse on 08/22/2025. We advised that once the device is checked in, the credit of $89.00 will be applied to the account. We will be following up with ******** ******* to ensure the credit is applied to the account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/24/2025

   
  Complaint: 23785444
  
  I am rejecting this response because:
  I returned the device and they mailed it back to me and charged me. I have mailed it back a second time.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/03/2025

  BBB #********
  ******** ******* (#*****6908)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing issue may have caused ******** *******. We can confirm that both devices have been returned, and the account has been credited for the 2 devices. At this time, theres a credit balance of $59.05 on the account, which they had advised should be left on the account to offset the final balance.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/21/2025

  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.

  I have been with consumer cellular since December of last year. I have had nothing but problems since day one and Im really getting sick ofit now back in July. I canceled out one of my lines and I have been on the phone with them every other day trying to out my bill because Im only supposed to be charged $100 for my two lines. They are charging me over $200 a month for two lines.Thats not what our agreement was and every time I call I get nothing but the runaround every single person tells me a different story And its sick

  

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  BBB File No. 23780472
  **** ********* (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. As Consumer Cellular does not prorate final service charges, when an account or line is cancelled, customers are billed through the end of their billing cycle, which is industry standard.
   
  This information is 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. 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."
   
  For a detailed explanation of our billing processes, please review our Wireless Customer Agreement (***). This agreement is binding when service is activated on your specific phone number(s).
   
  Section 1.2 of the *** states: "For existing customers, you may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred in your final invoice. We may also cancel this Agreement. If we do, we will attempt to notify you in advance. Even though the Agreement is cancelled, 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."
  
  As requested on 7/22/25, **** Belliveaus billing cycle was updated to have a due date on the 25th of each month. The new billing cycle will begin on the 6th of each month and ends on the 5th of the following month. The invoices will be created on the 8th of the month and payment will be due on the 25th of each month.
   
  To facilitate this change, the billing cycle was prorated for 42 days of service, 6/25/25 - 8/05/25. As the billing cycle was 42 days instead of 30 days, the monthly service charges were $203.22 plus tax.
   
  An email was sent to the email address on file on 7/22/25, confirming this change and explaining that they would receive a transition invoice from the previous billing period to the new one. The email provided the monthly charges on the transition invoice (pre-tax). 
   
  When the customer cancelled the third line of service on 7/22/25, they were billed for the full billing cycle, as we do not prorate final charges. 
  
  Ms. Belliveaus account was suspended due to non-payment on 8/19/25. As the customer cancelled their service prior to making payment and reinstating service, their final bill will cover the service dates of 8/06/25 8/19/25.
  
  As a one-time courtesy, we have applied credits totaling $65.00 to rerate two of the Unlimited plans. The balance due on the account is now $340.98, of which $144.96 is past due. This amount will increase once the final invoice is created.
  
  Please be advised that the account will continue to accrue late fees until the balance is paid in full. If the customer chooses not to pay the balance due, the account will be turned over to a third-party collection agency.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23780472
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********* I have documentation proving that they are wrong. What they have done has ripped me off and I am not tolerating this from businesses anymore. Maybe somebody else will, but I will not. I have documentation that proves that my bill is paid in full and no every single time Ive called them since I became a customer of them. I have gotten nothing but ******** stories from every single customer service agent and supervisor. Nobody at that place tells you the same thing its one same one thing and the other thing another thing I dont except anything from them and if I have to, I will bring them to court. They were a poor company and they do not look out for people over 50 like they claim they do. 

• Initial Complaint

  Date:08/21/2025

  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 have been with consumer cellular for 8 months. 6 complaints and 3 new phones and STILL NO FUNCTIONAL PHONE! They are no different from other companies! They are just nicer when they tell you there is nothing they can do to fix your problem. They keep pushing the problem off to someone else!

  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  BBB 23777743
  ****** ****** (#*****6676)
  
  Dear BBB,

  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by their phone not working properly and we are happy to assist with this issue.
  
  All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. The troubleshooting steps are a requirement in the warranty process as, most of the time, troubleshooting can resolve the issue. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone that is available in inventory. Any physical damage to a phone or damage due to liquids or extreme temperatures voids the warranty, even if it only appears to be cosmetic.
  
  A replacement device, the ******* Galaxy A35 5G, was shipped to our customer on August 21, 2025, and was activated through our automated system on August 23, 2025. If the issue our customer has experienced occurs on the replacement device, we recommend contacting ******* directly to confirm if there are any known issues with the recent software update that may be causing problems with their devices.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  www.ConsumerCellular.comTell us why here...

• Initial Complaint

  Date:08/19/2025

  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 had a phone with consumer cellular for years under my prior name **** *****, it was a cheap plan for seniors for $26 a month with an old flip phone with large numbers for my elderly mother. In March of this year she was diagnosed with cancer and moved in with me on hospice. She passed away on July 12th. I completely forgot about the phone between dealing with the cancer and funeral and everything. There hasn't been any use on it since maybe July 8th, and the email went to my mother's email which I never checked. I remembered the phone last night and called today to cancel. The last bill I paid was the one due June 17th which I paid July 1. So, I assumed I owed for 2 months of service. When I cancelled it, the woman told me I owed nearly $80. I asked how since we had not even used it since July 8th. She said well then you should have called to cancel it before now. I said I am sorry I was distracted dealing with my dead mother. She said Well if you have a car payment then your car payment is still due no matter what you are dealing with. Ok first off, all of my bills are paid, I never used this phone or paid it so why would i have thought of it, my mother paid it, my phone bill is with ATT and secondly how unbelievably ignorant and uncalled for. She then said we were in the middle of a billing cycle, and it is not their policy to prorate for any reason, so I was going to have to pay it. It is not a very large balance, however at this point given the reprehensible behavior by their representative I do not feel it is a fair amount to ask for.

  

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  BBB File No. 23770236
  **** ***** (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.
   
  This information is 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 *********** 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."
   
  This information is also available in Section 1.2 of our Wireless Customer Agreement (WCA) and states: "For existing customers, you may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred in your final invoice. We may also cancel this Agreement. If we do, we will attempt to notify you in advance. Even though the Agreement is cancelled, 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."
  
  **** ****** account was cancelled on 8/19/25 and, as a courtesy,we backdated the cancellation to 7/27/25. The last payment received was $26.47 on 7/01/25 for the service dates of 4/28/25 5/27/25. The balance due on the cancelled account is $52.93, covering the service dates of 5/28/25 7/27/25.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
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