Complaints

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

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• 

  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

  PO Box 7175 Pasadena, CA 91109-7175

• 

  Consumer Cellular

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  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 mother and father both had phones with **. My mother wanted to move to a different carrier, now my father does. My mother couldn't get her number released, so we abandoned it. Now ** isn't releasing my father's number. Every time I get a pin they refuse to accept it to release the number to the new carrier. It appears to me the ** NEVER lets go of a number. After reading all the complaints I'm now concerned they are also going to charge us while we wait for the release. How can BBB offer ** a membership when they are such a poor company for older folks?

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB #*******
  *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer experienced while trying to transfer to a new provider. We spoke with the account holder, ******* *******, on 6/11/2025. During our call, we confirmed that the mothers line referenced in the complaint was fully transferred to the new carrier on 5/5/2025. 
  
  The account holder stated they do not wish to transfer the remaining number to a new provider and would like to keep their service with Consumer Cellular. As Mr. ***** is not the account holder, we cannot allow the mobile number to be transferred to a new provider. Consumer Cellular takes account security very seriously, and as a result, no changes can be made to an account or mobile number without the account holders approval. 
  
  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:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2024. We ordered the Verve unit which never worked right out of the box. We called many times to troubleshoot and ask for a new unit but they refused to exchange until we completed multiple trouble shooting. This was over the course of two months, February and March. Meanwhile, we have been unable to contact our Mom by phone for almost two months yet we are still paying her Bill. 4/16 1:15pm I called and just told them we need a Return Auth and exchange. She says "sorry it is out of the return window." I said "It has NEVER worked. Mom broke her hip. WE NEED A REPLACEMENT." She said "you declined trouble shooting yesterday" I said "no we trouble shot it at ********** multiple times. I told my brother to try it at his house and it still does not work. We need a new unit. "Yes *** I understand, I will make a few notes and proceed" We have spent another 20 minutes on the phone and still not done - "because troubleshooting has not happened in 10 days we can't process. PLEASE PUT YOUR MANAGER ON THE PHONE. Yes ***...Mgr: I told him that we have spent more of your time than the unit is worth. He is looking at the notes. I told him that all we need is a swap. That it has NEVER worked. - he is reviewing the notes now. 26 minutes and counting.-called back to see the last note on the account 5 min later :) She said: "Supervisor submitted a ticket to get this resolved" "let me go back and check the status" me: - HOLD music - we want to give it 24 hours after getting a replacement FINALLY, the unit arrived then our Mom died on April 29th. Consumer cellular upon hearing that our Mom passed offered no condolences or apologies but rather stated that will still be billed for the cycle ending May 15th. Two weeks after she died. We paid for her bill for 3 months and never had service yet they did not care. I'm astonished at how little the company cares and how long it took for us to obtain a replacement unit.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  BBB #********
  ****** ******** (#*****4834)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We attempted to reach our customer by phone but were unable to speak with them. Consumer Cellular would like to express our condolences to ****** ******** and their family for the loss of their mother and during this difficult time, help with the closed account. 

  
  Upon review, we confirmed very low usage during the time the account was active and have applied a credit of $25.89 and waived the final invoice.  A refund request has been forwarded to our accounting department and once approved, ****** ******** will receive a credit refund applied to the credit/debit card on file.  If the card on file is no longer valid, a check will be mailed to the billing address on file.  This process can take up to 2-3 weeks to complete. 

  
  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:06/09/2025

  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.

  Subject: 72-Hour Ultimatum Return of My Personal Number and Financial Restitution:Dear Consumer Cellular and Corporate Department,I am writing to you in my capacity as CEO of *****************, *******************, ******************************* and Consulting ***************** to demand the immediate return of my personal phone number ************, associated with account number *********, which was wrongfully canceled by your fraud ************* is unacceptable that I have been linked to fraudulent activity when I have never engaged in any illicit actions. The arbitrary cancellation of my account and the withholding of my phone number have caused severe personal and business damages, disrupting communication with clients, partners, and suppliers, and negatively impacting the operations of my companies.Meanwhile, your company continues to provide services to individuals who are actually committing fraud, demonstrating a flawed internal process.Therefore, I demand the immediate return of my phone number and financial restitution for the damages incurred. If my request is not fulfilled within 72 hours, I will initiate the necessary legal actions, escalating this case to the highest judicial authorities, in accordance with U.S. law.I expect your prompt response to avoid unnecessary legal consequences.Sincerely,********************** CEO ***************** ************************* Consulting Engineering Services Consulting ***************** ************

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB #********
  **** ***** (#XXXXX2299)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that Mr. ***** has lost access to his phone number.
  
  When an account is canceled or suspended for any reason, approximately 30 days after the service has ended, the numbers on the account are returned to a pool to be reassigned to new customers. When a number has been recycled, it can no longer be restored. Our billing team asked for documentation to address account concerns. As there were discrepancies with the documentation provided, Consumer Cellular could no longer offer service to Mr. ****** and the account was closed on 3/12/2025.
  
  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,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23446257
  
  I am rejecting this response because: 

  Subject: Final Request for Phone Number Reinstatement and Compensation for Mishandling

  Dear Consumer Cellular Representatives,

  I am writing to express my deep frustration regarding the negligent handling of my request to recover my phone number. Despite numerous attempts to reach out, I have received no proper resolution nor any genuine attempt on your part to address the matter.
  

  While I understand what has been previously communicated, I do not accept the loss of my number as a result of your teams failure to act responsibly and within the appropriate timeframes. This has caused both personal and professional consequences.
  

  I no longer wish to use your services. I am demanding the immediate reinstatement of my phone number. There has been no fraud associated with my account, and I possess full legal documentation confirming my identity as a business owner operating in and outside of ******************
  

  Your failure to act may constitute a violation of my consumer rights as well as possible breaches of federal and state laws. For that reason, I am also requesting financial compensation for the damages caused by your mishandling of this case.
  

  This is my final direct communication before I take legal action and escalate the matter to the ************************ and the appropriate courts. If you wish to reach a resolution and avoid legal steps, you may contact me directly at the following numbers:
  

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

  I will not accept the loss of my number under any circumstance. I expect a swift and conclusive response.
  
  
  Sincerely,
  
  **** ***** Polo

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular allowed another individual to take control of my account that is under my social security credit and autodrafts from my bank account. I received an email saying that my password had been changed. My soon to be ex husband called them and they gave him my account to charge whatever he wants on my bank account. I no longer have access to an account that is solely in my name.

  

  Business Response

  Date: 06/14/2025

  June 14, 2025
  
  
  BBB File No. 23437150
  ******* ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 5/12/23, ******* ******* requested to add ****** ******* as a secondary user on her account. When a secondary user is added, the representative must provide the following information: By adding a Secondary User on the account, please be aware they will have full access to the account and be able to make financially impacting decisions such as changing plans,adding service lines and ordering equipment. As the account holder, you will be held financially responsible for any changes they make on the account. If the account holder does not verbally agree to this, the secondary user will not be added to the account.
  
  At no time was the account in any name other than ******* *******.Anyone on the account may access the online account if they know the *********** is the customers responsibility to set a unique password and determine who may have access to the password. It was explained that the order in which the phone numbers show up on the account are they order in which they were originally added. We are unable to change the order in which they are displayed.
  
  Per the customers request, we removed the secondary user and the security PIN and online password were changed. As ****** ******* is no longer a secondary user, he will not have access to the account and if any assistance is needed in porting out his phone number, ******* ******* will need to contact us for help.
  
  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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23437150
  
  I am rejecting this response because:

  When I called on May 12th, I requested that ****** ******* be issued a pin to transfer his phone off my account and specifically requested that he be given no other access to the account.  The *** I spoke with said it wasn't an issue and that she put the notes in the file that he was not to be added as a user or given any access and only be issued a pin to tranfer his number off the account.   

   

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

• Initial Complaint

  Date:06/06/2025

  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 switched to Consumer Cellular nine months ago. Started getting dropped calls, voice mail wasn't working properly. Decided to switch to another carrier for our cell service. I get an email from Consumer cellular for just about a full months service when I should only be charged for five days coverage. I call them and was told we charge a full month no matter when you cancel our service and was told all the carriers do that. I know for a fact the other carriers all prorate the amount of time you have been with them.I shouldn't have to pay a full month for five days coverage.

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  
  BBB / 23435250
  ****** ****** (#*****9049)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  To align our policies with industry standards, Consumer Cellular will no longer prorate service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. As per our service agreement, the service is billed until the end of the current billing cycle. This information is provided in Section 1.2 of our Wireless Customer Agreement.
  
  While we understand that this is not the resolution Ms. ****** was hoping for, our stance remains unchanged. A refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and the industry standard.
  
  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 ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23435250
  
  I am rejecting this response because: i don't agree with this at all. All companies prorate
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/06/2025

  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 kept getting bill statements and emails from consumer cellular stating that I own them money. I was on call with them for several times explaining that I never signed up for their services. The manager previously stated that they will close the account and remove all outstanding charges on the bill. Now I am still getting bill reminder from them and threatens to send the outstanding balance to a collection agency.

  

  Business Response

  Date: 06/08/2025

  June 8, 2025
  
  BBB #********
  Jingyun **** (#XXXXX7728)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the concerns surrounding Jinyuns account.
  
  The account under Jingyun Wangs name was started on 9/23/2024. Jingyun contacted Consumer Cellular to let us know they were unaware of the origin of the account on 2/24/2025, and the account was closed as fraudulent the same day. When a customer disputes a payment with their financial institution, the funds are withdrawn from Consumer Cellular and returned to the customer. While their financial institution returns the funds to the customer, this action creates a balance on the account, as under normal circumstances, it is a balance that is still owed. We are sorry that this was not cleared automatically. As the account was previously deemed fraudulent, we have removed the balance. Consumer Cellular will take no further collection action, and nothing is owed. 
  
  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:06/05/2025

  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.

  We got switched to consumer cellular a few days ago. We are not receiving messages when someone calls. We aren't getting caller's ID either. Our phone is a older model and don't have text and email. The reception is a lot clearer now. Please fix these problems.

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB/23432285
  *** **** (#*****7031)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach the customer regarding their complaint and have been unable to do so. 
  
  We have verified that the services are active and available to the customer. The issue with voicemail is due to it not being set up on the customer's device. We're happy to assist with the setup and encourage the customer to contact our customer service team for further assistance.
  
  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:06/04/2025

  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 had cellular phone service through Consumer Cellular for a couple of months and then my voicemail started messing up on my primary business phone. I talked to their customer service four times and ******* once. ******* said it was on Consumer Cellular's end. Had to cancel service and go with another company. I thought that the last bill that I would receive was paid today for ******. After talking with a representative today, that will not be my last bill. Apparently, they say I was 2 days into my billing plan, they don't pro-rate and will charge me another ****** next month. This is absolutely a fleecing of the elderly and they need to be called out.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  
  BBB File No. 23426515
  **** ***** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Mr. **** ******* final invoice is scheduled to be generated on 6/17/25. We are requesting an extension to submit our response so we may review the final billing statement and make adjustments as needed..
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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.

  On May 2 - according to my bank records - I ordered and paid for an IRIS Easy Flip 86B. This was confirmed by an email from CC marked May 1. In this email, the Order Number and **** Tracking Number was indicated. Upon checking the latter, I found that I didn't retrieve the phone from my PO box in time, and the phone was returned to CC. I phoned CC at the customer service number that my search engine indicated, inquiring about why I hadn't received the phone. This was before I had clicked on the **** Tracking Number to find out that I hadn't retrieved it in time. I was asked if I had the Account Number, which I did not have. Then I was asked for a phone number, and I supplied the only three numbers in my possession - my own, and the two numbers that belonged to the lady for whom I was ordering this phone - and the employee found none of these were applicable. At that point, he indicated there was nothing more he could do for me. And I will also add that though the phone has not been activated and is not in her or my possession, I recall receiving information that she is now being charged on auto pay for a plan she is not consequently using. I would like the purchase price of the phone - as indicated above - refunded to me, and the attendant plan cancelled. Thank you for your time on this.

  

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  BBB #********
  **** *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of Mr. ******** experience with ordering.
  
  As the account is not in Mr. ******** name, we are unable to provide specific details in our response. However, we can confirm that the account associated with the order has been closed, and a refund has been issued for the order placed. Nothing will be due to 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,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 06/05/2025

   
  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:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from Consumer Cellular stating that I had service with them and owe them *****. Never in my life have I had wireless service with them, been with ******* for over 10 years.Will like for them to remove this bill, amount and close this accounts .

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB File No. 23407095
  ******* ***** (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.
   
  Ms. ******* ***** reinstated service on 4/23/25 and cancelled the service on 4/30/25. As no usage reported during this time, we have waived the charge of $34.54. The cancelled account is now paid in full and the customer 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,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 06/09/2025

   
  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 but I NEVER had a account with them - how did they come up with this

  Thank you BBB.

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