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:06/01/2025

  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 have Power of Attorney for a lady with dementia. She lost her phone and I thought it would be easy to replace it. She lives alone and has no landline phone. Consumer Cellular will not let her keep her phone number unless she has the password to her Consumer Cellular account or the password to her gmail account. Gmail needs to send a text to the old number to recover the account. She doesn't remember her passwords. Consumer Cellular will close her old account and open a new one but she cannot keep her cell phone number. The lady doesn't remember what day it is, but she remembers her cell phone number.Even with a power of attorney, they will not allow me to get her a phone with her OLD cell phone number. They denied my request to have my email replace hers in the account. They are so afraid of fraud, they will lock out their long-time clients, many who have memory issues, for the very human problem of forgetting a password. Way to go, Consumer Cellular. You win the award for treating your elderly clients as HORRIBLE as possible.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB Case #********
  **** ******* for *** ******** (#XXXXX7054)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Suzi on 6/2/2025. We are very sorry to hear of the issues that **** has been experiencing with the account. On 5/28/2025, we received Power of Attorney paperwork from **** to have her added to the account as a Secondary User to have access to make changes to the account. Later on 5/30/2025, **** called in claiming to be the account ******, ***, asking for a number transfer PIN to transfer the mobile number to another cellular carrier. This was a red flag, and our customer service team did not accommodate the request because of it. As a result, our customer service team took extra precautions for each subsequent call to protect against any unauthorized activity. 
  
  During our call, we explained the reason for their requests being denied and verified additional information with **** so that we could provide the transfer PIN necessary to port the number out to a new carrier. We sent the transfer PIN via email and confirmed that the customer now has the correct PIN and can transfer the number out to a new carrier. 
  
  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: 06/02/2025

   
  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,
  
  S. C.

• Initial Complaint

  Date:05/30/2025

  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.

  To Whom It May Concern,I am filing this complaint to formally raise several billing-related issues I have experienced with Consumer Cellular.Description of the Problem:1. Unauthorized Plan Upgrade (see Attachment 1.1, Attachment 1.2 & Attachment 2):During the billing cycle from January 26, 2024, to February 25, 2024, Consumer Cellular automatically upgraded my plan without my consent or prior notice. This resulted in a $5 monthly increase in my plan and an additional $5 E-Bill/AutoPay Opt-Out Fee.I was not informed in advance of this upgrade, nor was I given the option to opt out. My attempts to resolve this through phone and online chat with customer service were unsuccessful.2. Unhonored Second Month Free Promotion (see Attachment 3):I signed up on December 31, 2023, using the promo code FREEMONTH, which was advertised as valid through January 31, 2024. According to the terms, my second month should have been free. Despite meeting the criteria, the credit was never applied to my account.3. Missing Survey Credit (see Attachment 4):I completed a customer survey that promised a $10 credit for participation. This credit has not been applied to my account despite fulfilling all requirements.Desired Outcome:I am requesting a full refund of $50, broken down as follows:1. $20 refund for the unauthorized plan upgrade ($5 for two months) and AutoPay Opt-Out Fees ($5 for two months)2. $20 refund for the unhonored Second Month Free promotion 3. $10 refund for the unhonored survey credit Thank you for reviewing my complaint. I believe this is a reasonable request, and I hope Consumer Cellular will take this opportunity to resolve the matter promptly and professionally.Sincerely,***** ** Consumer Cellular Account Number: *********

  

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB File No. 23399249
  ***** ** (Account No. **********
  
  
  ** Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. When ***** ** signed up for service online on 12/30/23, they would have been prompted to add the promotion code for the 2nd Month Free promotion for it to be applied to the account. As well, they did not contact customer service while their account was active regarding this promotion. Due to the length of time since the promotion was active, we are unable to apply this to their account.
   
  We do appreciate the customer taking the time to complete the survey on 2/06/24, however, the email they received with the promo code clearly states: "As a small thank you, here is a $10 credit toward your next bill. ** redeem your credit, please give us a call at ************** and provide us with the code mentioned below:..." ********* did not contact us with the code, the credit was not applied. Unfortunately, we are unable to apply a credit from 15 months ago to the closed account.
   
  On 2/01/24, a usage alert was sent via email advising Mr. ** had used over 76% of their data. This usage alert clearly stated, "Remember that with Consumer Cellular, if you do go over the minutes or data provided on your current plan, ... we automatically upgrade you to a plan that covers your actual usage." Their plan was upgraded to 5GB when they exceeded their 1GB plan limit on 2/02/24. On 3/12/24, their plan was lowered to 1GB via the My CC app on their phone. On 3/20/24, their plan was upgraded to 5GB when they exceeded the 1GB plan limit. On 4/24/24, Mr. ** opted out of our automatic upgrades via online chat and their plan was lowered to 1GB via their online account. 
   
  On 2/13/24, Mr. *** payment preference was changed from AutoPay to Pay by Check or Card when they updated their credit card via their online account. When updating a credit card, our system provides the option to choose if the customer wants ******* and alerts the customer that there will be a $5.00 fee if they choose not to enroll. The customer is required to select to enroll in AutoPay or opt out of AutoPay as part of the update process. As they did not opt to enroll in ******* after they changed their credit card, the $5.00 E-Bill/AutoPay Opt-Out Fee was added to the monthly invoice. On 4/24/24, via online chat, a one-time courtesy credit of $5.00 was applied to Mr. *** invoice dated 3/28/24 for the E-Bill/AutoPay Opt-Out Fee. As they enrolled in ******* during this chat, the final invoice did not include the $5.00 fee. As all of the charges on the closed account remain valid, the account is not eligible for any credits or expired promotions.
  
  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:05/29/2025

  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 joined consumer Cellular during their get your second month free promotion. I had services connected in the beginning of the third month for non-payment. When I called in it was rectified. My service was reconnected and I was only charged for 2 months in my third month receiving this second month free. However, now that I've canceled service with them, they are asking for the last month's payment which I paid before I transferred my number out. So basically they are blaming me for the promotion not getting applied even though I had nothing to do with it or could not do anything about it.

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  BBB File No. 23395320
  ***** ********* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Our 2nd Month Free promotion began 4/1/24 and ended on 5/31/24. The 2nd Month Free promotion was not offered again until December 2024; it began on 12/2/2024 and ended on 2/16/25. As the promotion was not being offered when ***** ********* signed up for service on 8/31/24, (or within 30 days prior to or after her start date), the account was not eligible to receive the 2nd month free.
  
  The account was suspended due to non-payment on 11/12/24. We have reviewed the call when she made payment to reinstate her service on 11/13/24. The representative reviewed the first invoice and explained the amount due of $44.15 was for the prorated billing cycle of 8/31/24 9/25/24. The representative reviewed the second invoice explaining it was for a full month of service for Unlimited Talk, Text and Data for $55.00 plus tax, for a total due of $63.15. The 2nd Month Free promotion was not discussed. 
  
  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.
   
  The account was immediately cancelled when her phone number transferred to her new service provider on 4/25/25. The payment of $63.19 that was made on 4/24/25, was for the service dates of 2/26/25 3/25/25. The final invoice was $63.19 for the final billing cycle of 3/26/25 4/25/25 and payment was received on 5/29/25. The 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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:05/29/2025

  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 not been able to use my cell phone since stroke and had canceled account about 6 weeks ago. I did send in a payment and any issues or other lines if still active cannot help, now living in a care facility and unable to use, pay or do much accept if get help. I am ************************************** Hospital placement forget right now, HEPPA laws limited of what else personal can share. I had issue called in not sure what happened. Then got double billed not sure why. Not sure what else to do. Can not do anything time limited.

  

  Business Response

  Date: 06/05/2025

  June 05, 2025
  
  BBB 23395110
  ****** ****** *****7185
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We attempted to reach the customer to discuss the complaint with them, but they have not responded to our emailed correspondence.We understand ****** Werners concerns regarding the past due balance on their account with us. ********************** is a postpaid service; we provide active service and do not bill you for the service used until the following month,similar to a power bill. After reviewing the account, we found that one of the lines has been canceled. However, another line was left active on the account.If there is a secondary user on the account, ****** would like them to take financial responsibility for the remaining phone line and account balance. They will need to contact us directly by phone at ************.  
   
  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: 06/10/2025

   
  Complaint: 23395110
  
  I am rejecting this response because:  I will be delete email once figure out or aide can help, sold house garage sale have old moto e and flip phone if not sold in sale, house sold, live now in nursing home and as of this week told no one will help do this due to stress, if issue did keep charging unknown a last notice I got after had them mail a check was notice for what just mailed and more, said because it upsets me, creates stress since my strokes after losing my youngest son, one still around kept me ok for 5 years and tried to tell them this on phone.  My log in or family log in never get access have no credit cards why told them mail check.  Not sure, either the BBB or files have to mail since losing access due to getting upset and nurse found out told doctor so writing bbb of fcc this all happened, if find out about phone tell them to call you but not many visitors nursing home, not sure do this again now or not after getting upset fell hurt my shoulder had to get xrays, so this is all could figure out so far.  not sure what they *********************************************************

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I upgraded my iPhone 11 to an iPhone 16e on May 1, 2925. I did this through a telephone call with their customer service department. They agreed to give me a $31 trade in credit for my iPhone 11 and based on this conversation, we agreed on the transaction and they billed my credit card and began shipping of my new phone.About five days after the arrival and activation of the new 16e, a prepaid **** package arrived with a label advising us to ship the iPhone 11 to a company names *******. This is the first time the name Asurion was brought into the transaction. We were under the impression that the entire transaction was between us and Consumer Cellular. We shipped the phone back on April 9 and because the provided package was labeled hazardous, it has been stuck at the post office in ************ since April 12. The post office says they have no idea when it will deliver to Asurion because of the Hazardios label.I made my agreement with Consumer Cellular. I did not know who Asurion was until more than a week after the transaction was completed. Asurion is a subcontractor of Consumer Cellular- not affilliated with me in any way.Consumer Cellular needs to honor their agreement and immediately credit my account $31 and they can resolve with their sun contractor Asurion without continuing to penalizing me.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  BBB: 23391689  
  ***** **** (#XXXXX3707)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ***** Fords complaint and allowing us the opportunity to respond. I will gladly explain. We reviewed the call, and we can confirm that the customer was informed that Asurion would process the trade-in credit.
  
  On May 18, the customer informed us that the last tracking update showed a date of May 12. As we understand the customers frustration, we have no control over the *****************************
  
  To assist the customer on May 22, 2025, ********************** escalated the issue to Asurion. On May 29, Asurion sent the credit. Please allow up to 72 hours for the credit to be posted to the account.
  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:05/29/2025

  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.

  Consumer cellular has now sold me two defective phones. I bought the second because I was trapped into them. They sell you a phone but do not warranty it.I bought the second one only 3 months ago and it stopped charging.I am going through H*** trying to exchange it.The worst part is they won't just take it back, they refuse. I do not trust their source of phones.This company caters to the elderly. This is elder abuse. I am 67 myself.

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB Case #********
  ****** ****** (#XXXXX4249)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the issues that ****** has been experiencing with his device and monthly bill. We called and spoke with ****** on 6/1/2025. Prior to April of 2023, the customer had one line with unlimited talk minutes for $15.00, unlimited texting and 1 GB of data for $5.00, $32.00 for his monthly Easy Pay device payment, $5.37 in surcharges and taxes, and a $1.00 AARP discount, for a total of $56.37. In April, the customer exceeded the 1 GB data plan amount and was upgraded to our unlimited data plan. This increased the customer's monthly bill by $30.00 per month, and the monthly invoices thereafter ranged from $85.00 to $87.00. 
  
  Many of our customers find the upgraded plan better fits their needs, so we do not automatically lower the customer's plan. It is the customer's responsibility to monitor their account and adjust as they see fit. Our website states, "You can also change your plan at any time without penalty, so if your needs change in the future, you can always switch to a plan that offers you more (or less)." Also,
  The Wireless Customer Agreement (included in the welcome pack sent to all new customers) states the following regarding rate plan changes: "If you lose your eligibility for a particular rate plan, we may change your rate plan to one for which you qualify."
  
  The customer submitted a complaint to another agency for this same issue in September of 2024. During that time, we applied a credit of $62.00 as a one-time courtesy. No further credit is due to the customer as valid usage occurred during the time when they were billed the higher monthly rate. The customer lowered their plan to the 1 GB data plan on 9/18/2024 and has only been charged $20.00 plus taxes and surcharges until 3/27/2025, when the customer ordered a new device on our Easy Pay payment plan, which increased the bill by $31.00 per month. 
  
  Regarding the issue with the device not charging, we explained that since the device was purchased on 3/27/2025, it is well outside of our 14-day return period and cannot be returned. We do offer a one-year warranty for our devices, which would allow ******** device to be replaced if we are unable to resolve the issue that he has been experiencing. As long as the original device is in like-new condition with no damage, the customer can get a warranty replacement free of charge. 
  
  Unfortunately, the customer became upset, and the call had to be terminated; therefore, we are unable to determine the next steps to resolve the issue with the device. If the customer would like to continue troubleshooting to potentially get the device fixed or replaced, he is welcome to contact our customer service department at ************. 
  
  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:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was on a consumer acct that was $27 per month but started using more data so THEY upgraded me to a unlimited data plan each month they didnt tell me it was forever then when i quit them last month i was expecting a bill of $27 as i quit mid month and hadnt used my quota of data to be put up to higher plan BUT NO they charged me the higher plan they said since i was moved up that goes forever

  

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  BBB #********
  *** ******** (#***979)
   
  
  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 believes everyone should have a plan that best fits their needs, which is why we do not have contracts. Customers are free to change their plan as often as they like. With our automatic upgrades, if a customer exceeds their plan's limit, we will automatically move them into the plan that covers their usage. We send usage alerts when our customers are nearing the plan limits and again if the plan is upgraded. Customers can always lower their plan once the new billing cycle starts. As well, customers can opt-out of the automatic upgrades at any time. 

  Upon review, we confirmed our customers data usage was below a lower plan limit and have applied a credit of $31.32 to the account.  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:05/26/2025

  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.

  5/26/20225 My mother paid in full for a device she cant unlock because " she didnt keep the service long enough". We need the device unlocked for my sister who is in a domestic violence situation and doesnt have the money to buy a new device. The device my mother purchased in full is available but its not because Conscumer Cellular didnt get to rake her for more money. She owns the device outright. Period. It needs to be unlocked for a different service provider. So, conscumer cellular can reimburse my mother for the device, which i will gladly return asap in MINT condition or, unlock the device they dont own and get on with the business of taking advantage of the elderly. And yes, they do exactly that. Its part of the reason she cancelled her service with them. She is 87 and not new tech oriented. This should not be an issue. She owns the device, not conscumer cellular. Exploitation of the elderly sounds about right.

  

  Business Response

  Date: 06/02/2025

  BBB 23378499
  ******* ******** for ***** ******** (#*****9004)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer is experiencing frustration with unlocking their phone. 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, provided all other requirements are met. This includes the account being in good standing with no past-due amount, and the phone purchase price having been paid in full.
  
  We spoke with Ms. ******** and Ms. ******** and provided them with the unlock code necessary to use the equipment with another service provider,after determining that it was eligible for being unlocked. Please note that until the unlock code is entered into the equipment, it will remain locked to Consumer Cellular.
  
  Should Ms. ******** or Ms. ******** experience any issues going forward, they are welcome to contact our customer care team at **************.
  
  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: 06/02/2025

   
  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:05/26/2025

  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 am unable to contact this company using any of the following telephone numbers ************ ************ ************ I am a customer of this company and need access to them through this means.

  

  Business Response

  Date: 06/01/2025

  BBB 23378472
  ****** ****** (#*****1852)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear Mr. ****** is experiencing issues with contacting customer care. We spoke with them and confirmed an ongoing service outage in their location. Since the equipment is being imported from abroad, there is no expected timeframe for resolution. However, rest assured that the issue is being addressed as a top priority.
  
  To help clear the cellular cache that may be causing connectivity interference, resulting in incomplete calls, we sent reconnections over the air to Mr. ******* device. To receive this cellular reconnection, we had Mr. ****** turn their device off for 60 seconds and then back on to obtain a clearer signal to their nearby towers. After the customer placed an outbound call to our customer care, they were successfully able to reach us.
  
  Should Mr. ****** continue to experience issues contacting customer care, they are welcome to reach us via online chat by visiting our website at **********************************************.
  
  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: 06/01/2025

   
  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:05/26/2025

  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.

  End of service was 1/23/25. Last valid charge of $26.60 was on 2/23/25. Consumer continued to bill for March also.I have tried multiple times to resolve this issue. Consumer claims to have reversed the March billing but my statement did show a charge of $25.60 for March. I had no credit card company proof so I filled a dispute with my credit card company for $25.60. My credit card company mistakenly filed a dispute for February and March. I corrected their mistake to only dispute the March billing with Consumer cellular. Spoke with manager at Consumer cellular and they agreed I was owed $41.60. Since then, after many phone calls, they claim the charges of $61.20 are valid . Please help me to stop all the bogus charges from Consumer cellular ! I owe them nothing! Thank you for your help, **** *********

  

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB 23378420
  **** ********* (#XXXXX7707)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the end of the last billing cycle. Sadly, when **** ********* transferred their number to another provider on 1/23/25, it did not automatically cancel the account as it should have. The account remained active and incurred charges. It was canceled on 3/24/25 when the customer reached out to customer support.
  
  In these cases, we would normally waive any unpaid invoices incurred after the original cancellation date and refund any payments for service after that date as well. However, the customer disputed two payments with their bank, which caused those payments to be taken back from Consumer Cellular. One of those payments, $25.60 paid on 2/23/25, was valid for service provided from 1/04/25 to 2/03/25.
  
  We certainly want to do the right thing by the customer. If **** ********* makes the $25.60 payment for the valid service provided in January, all other charges will be waived. For immediate assistance with the payment, the customer can contact customer service at ************.
  
  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: 08/06/2025

  I apologize for the response delay but would like to take the time now to respond to the Consumer Cellular response. Consumer Cellular claims that the payment 0f $25.60 for the month January was not made. I have proof from my credit card statement showing that payment was made to Consumer Cellular on 4/24 see attached. Consumer Cellular continues to mail me ******** with updated late charges. The original payment for February was made in the month of February but because CC continued to deduct from my credit card for March, I had placed a dispute with my credit card company regarding the invalid March billing after trying to resolve the error with CC via phone calls. My credit card company mistakenly removed both February and March payments. I corrected the mistake **** giving payment to CC for February. Please provide assistance with this troubling aggravation.

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

  
  

  MW

  

  Business Response

  Date: 08/20/2025

  August 20, 2025
   
  BBB Rebuttal #********
  **** ********* (#XXXXX7707)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. We certainly understand **** Whiteheads concerns and appreciate the documentation they have provided. After reviewing the statement provided, the marked payment was actually made on 2/23/25 and then reversed on 4/24/25. This can be confirmed with the date listed on the left of the statement and the title Reverse Consumer Cellular. Consumer Cellular did not receive an additional payment on 4/24/25.
   
  With this information, our stance has remained unchanged. If **** ********* makes the $25.60 payment for the valid service provided in January, all other charges will be waived. For immediate assistance with the payment, the customer can contact customer service at ************. If payment is not received, the account will be at risk of collections for the full charges.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23378420
  
  I am rejecting this response because:
  Clearly Megan ** consumer cellular doesn't comprehend my credit card statement. The charge to consumer cellular for the month of January shows the amount of $25.60 taken out again on 4/24 listed under "Purchases Prior to 05/14/25". If the amount of $25.60 was added back to my account, it would show under the "Payments, Credits and Adjustments" Please review the credit card statement again. Maybe the amount paid to consumer cellular doesn't show because a different credit card was used. /.*****, please check with your accounting/payment departments and I am confident you will find the payment.

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