Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,500 total complaints in the last 3 years.
- 486 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/03/2025
Type: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 ordered the phone around 4/20/2025 and it took about 5-7 days to arrive. I asked to keep my current number, and ** staff said transferring the number would be easy. ** gave me a temporary number which I used once or twice over the next 2 weeks. ** didn't tell me I needed a new SIM card to transfer the number so when I found that out I had to wait another 5-7 days for the new card to arrive. When I finally received the new card, trying to get ** to "port out" and give back my former number was an absolute nightmare and I finally had to have a 3 way call with the ** *** and the Community Phone *** to get it done. We kept asking to speak with a supervisor and the incompetent ** *** kept lying to us and refusing. I spent hours on the phone with ** trying to get the phone to work with the new number, but it never did, and even stopped working with the temporary number. ** offered to send me another phone, but I was so angry and disgusted at the terrible service that I declined and said I just wanted to cancel the line and go back to my former landline service. I offered to return the phone but ** said it wasn't possible because I had passed the 30 day return window by 2 days due to their ridiculous delays and misinformation. I asked my bank to block payment, and then on 6/3 ** billed me again for about $20 extra (when I had had no service at all since 5/23), and sent me a "disconnection of service" and a "credit card chargeback notice". The bank told me I didn't have to pay the initial charges of about $75 plus the subsequent overbilling. Then on 6/18 ** sent me a "credit card chargeback notice" that I owed $161.18 for not "porting out" the temporary number!. On 8/3/2025 I received a service cancellation confirmation from **, over 2 months after I cancelled my service by phone (5/23). On 8/3 I also received a delinquent collection notice for $173.33 which I refuse to pay due to **s flagrant overbilling and deceptive, despicable practices. ** should be prosecuted.
Business Response
Date: 08/04/2025
August 4, 2025
BBB #********
******* ***** (#*****8386)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration our billing and attempting to return a phone has caused for ******* *****. We contacted Mr. ***** and reviewed his account balance. After reviewing Mr. ****** account, we advised that we could accept the phone back. Due to the reasons why he was unable to get service to work with us, we were able to provide adjustments to his account balance. We have initiated a return label for Mr. ***** to get the phone back to us. When the phone is delivered, additional adjustments will be made to the account. The final balance will be $12, which Mr. ***** agreed was a fair amount.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
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******************************Customer Answer
Date: 08/19/2025
I'm still waiting for Consumer Cellular to send me the shipping label.******* *****Business Response
Date: 08/19/2025
August 19, 2025
BBB #********
******* ***** (#*****8386)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration that not getting a return label for a phone has caused ******* *****. We made contact and verified the email address for them. We advised that we had resent the label to their email address.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
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******************************Customer Answer
Date: 08/20/2025
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:08/03/2025
Type: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.
We signed up with Consumer Cellular because of their tv ad promoting 2 lines for $55 for **** members. We even joined **** through them to get that price. Our first bill was prorated and we never paid much attention to the price since it was under the $55. Our next bill, for a full billing period, was over $70. We called to find out why it was over $55. Firstly, they didn't have us on the **** plan even though they were the ones who signed us up. Then, it was still at $70 and we were told it was because of fees they charge. This is almost 30% more than the advertised price. Their customer service **** who was very cordial, couldn't or wouldn't explain what those fees were for. I researched online to find out they basically are used to pay the costs Consumer Cellular incurs in their business, costs other providers don't add on top of the plan cost. We immediately started to find another cell phone provider. I tried to get switched before the end of our billing cycle but had an issue getting one of the *** cards from the new provider, so one line was ported out before the date, the other not until 2 days after. Now, Consumer Cellular is trying to charge us $55 for those 2 days for 1 line. They switched the plan to the most expensive for the 1 line and will not prorated it. I have tried to work this out with their customer service but just get told they stopped prorating in April of this year and they switched the one line to the equivalent single line plan, which I disagree with because they already had a porting order so knew we were leaving and the only reason we were on the unlimited plan for 2 lines was because of the supposed $55 price when we signed up.Business Response
Date: 08/04/2025
August 3, 2025
BBB #********
***** ***** (#*****8329)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration our billing has caused ***** *****. We contacted Mr. ***** and reviewed his final balance for his account after it was canceled on 06/28/2025. At the time Mr. ***** ported out their phone number and canceled the account, they were in their billing cycle, which started on 06/26/2025 to 07/25/2025. 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.
Due to the minimal amount of data Mr. ***** used in the final billing cycle, we agreed to change the price plan they were being billed for. We provided a $30 credit, and Mr. ***** paid the final balance on the account.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
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******************************Customer Answer
Date: 08/04/2025
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:08/01/2025
Type: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 April 26, 2025, I canceled my phone service with Consumer Cellular. On April 27, 2025, I transferred my service to another carrier. On May 2, I received CC's confirmation of my cancellation, stating that I'd receive a final PRO-RATED bill for the dates of use between my bill-closing date and the effective cancellation date, i.e., Apr. *****. On May 23 I received a bill that was for a full month of service, not the pro-rated amount. I called CC & spoke to ******* who could not/would not give me the pro-rated amount. She told me to calculate it myself & "pay what you (I) want to." I did so & mailed a check for 9 days of use, $13.23. They cashed that check. Subsequently, on June 24 & July 25 I've received bills for full months of service, which they could not have provided, since I was already using another carrier since Apr. 27. I sent them the above narrative & told them I have paid in full for all the service they rendered to me and asked them to stop sending me bills. Today, Aug. 1, 2025, I received a Delinquent Collection Notice for $36.14. I have paid CC in full for the service from Apr. *****. I refuse to pay them for services after that date, services which they never provided, and which, I obviously have not used, as I transferred to another carrier on April 27, 2025. The resolution I want is for them to acknowledge that I have paid in full for all the services they rendered to me and that I DO NOT owe them the disputed amount of $36.14, and to stop contacting me and stop sending invoices and/or delinquent notices.Business Response
Date: 08/08/2025
August 8, 2025
BBB / 2368975
****** ****** (#***6370)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have made multiple attempts to contact Ms. ****** but have been unsuccessful in reaching her.
After a thorough review of her account and previous interactions with our representatives, we confirmed that Ms. ****** was advised that her final bill would not be prorated under our company policy. However, we acknowledge that the cancellation letter she received may have caused confusion, as it indicated that the bill would be prorated based on the cancellation date.
As a one-time courtesy and in the interest of customer satisfaction, we have waived the remaining balance on the account.
Ms. ****** is welcome to reinstate her service at any time, and we would be happy to assist her should she choose to return in the future.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Customer Answer
Date: 08/08/2025
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:08/01/2025
Type: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.
Transaction- Aug 1st Amount offered to pay monthly was $70, which was misleading and it charged me the full payment of $230.31. The website is misleading. I am an elderly woman, and I even had my daughter look at the website and we both understood it to give me an option of paying monthly or in full..misleading and wrong.Business Response
Date: 08/09/2025
August 9, 2025
BBB File No.
***** ******** (Account No. **********
To Whom It May Concern,
Thank they for contacting us regarding this complaint and allowing us the opportunity to respond. When ordering a new device online, existing customers must first sign into their online account. Once signed in, they can choose to replace an existing device or add a line with a new device. Once they have chosen the device, the system requires them to select the color, size and financing option. Customers who are not eligible for ******* only have the option to choose "Full Price Today" (this is highlighted in light orange); the EasyPay option is greyed out and the customer is not able to select this option.
Prior to checking out, customers can review all of the details about their order. On the right-hand side of this screen it lists "Due Today" and "Due Monthly". The amount shown under "Due Today" is the price for the phone. The amount shown under "Due Monthly" is the customer's monthly service charges. If a customer has chosen to add a protection plan with the device or if a customer is purchasing a device with *******, it will show what the new monthly amount will be. This is shown regardless of the customer's eligibility for ******* as adding a protection plan will increase the monthly amount due.
We highly recommend customers contact customer service via phone or live chat, prior to placing their order, if they have any questions regarding their payment options or the amount they will be charged when the order is placed.
Our customer service team is always happy to assist with any questions when ordering a new device; they are available via phone and live chat. If a customer would like assistance placing the order, our customer service is happy to do so via phone. For security reasons, we are unable to place an order via live chat.
Sincerely,
********* *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Initial Complaint
Date:07/31/2025
Type: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 canceled my account due to whatever they claimed"fraud issue". they refuse to give an explanation, in addition, they didn't refund me ***** USD they charge. They also refused to let me port out my number. I previously submitted a complaint against them and I am reasonably beliving they are doing this as retaliation.Business Response
Date: 08/07/2025
August 7, 2025
BBB #********
Jintan *** (#*****2483)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by this issue.
For the protection of our customers accounts and to avoid any unauthorized access, both online and through the app, we may block online access for a 90-day period. This ensures our customers information remains safe in the event of any suspicious activity.
Our customers account was cancelled due to discrepancies with the application. Due to this, the order for a new SIM card, with a new number assigned, and the account were cancelled. Per our Wireless Customer Agreement (WCA), Section 1.2 We may modify, suspend or discontinue any function or feature of any Service or terminate your Service entirely at any time without notice for any reason
We have advised our customer that the service and orders have been cancelled, and the number assigned to the order is not eligible to be transferred to another provider. All charges, including payments processed on July 30, 2025, have been refunded.
Sincerely,
***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Customer Answer
Date: 08/07/2025
Complaint: 23683814
I am rejecting this response because:The customer *** is lying. I am attaching ********* card transaction history . you can see ***** usd was NOT refunded.
Furthermore, when I call consumer cellular. They recorded our conversation and confirmed there was no inconsistency. '' sorry for this inconvenience, our system was glitching, nothing wrong on your side. We just need the manager to overrule ''.
If they think they are not lying, respectfully i request they disclose the evidence all transactions have been reversed, and the recordings associated. I also request consumer cellular not deleting the recording without my approval.
Sincerely,
Jintan ***Business Response
Date: 08/14/2025
August 14, 2025
BBB #********
Jintan *** (#*****2483)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further. We apologize for any frustration caused by this issue.
As previously mentioned, Jintan Lius account was cancelled due to discrepancies with the application. Due to this, the order for a new SIM card, with a new number assigned, and the account was cancelled. Per our Wireless Customer Agreement (WCA), Section 1.2 We may modify, suspend or discontinue any function or feature of any Service or terminate your Service entirely at any time without notice for any reason
Consumer Cellular call recordings are for quality and training purposes for the representatives and Consumer Cellular; they are not openly available for the customers. If a customer wishes to obtain a copy of a recording or a copy of the account notes, they must obtain a subpoena. If the recording is still available when the subpoena is received, we may be able to provide a copy of the recording.
We have confirmed the original activation fee was not refunded after the account was closed within the 30-day Risk Free Guarantee period. This fee has been refunded, and a request has been forwarded to our accounting department for processing. Once approved, a credit will be applied to the card used for the original SIM card order. If the credit/debit card is no longer valid, a check will be sent to the billing address on file. This process can take up to three weeks to complete.
Sincerely,
***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Customer Answer
Date: 08/14/2025
Complaint: 23683814
I am rejecting this response because:I am in the process of acquiring subpoena and ask my lawyer to prepare a lawsuit. Consumer Cellular must keep the recordings intact until the subpoena is ready or rejected.
Sincerely,
Jintan ***Initial Complaint
Date:07/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my cell phone service with Consumer Cellular March 2, 2025. They ported over my number and provided the company that I was changing to access on March 30, 2025. The new company service, *******, began Apr 4, 2025. Consumer Cellular is trying to bill me for service March 17 - April 16 when they were not providing service. I would like for Consumer Cellular to stop billing me for services that I was not given. I would also like for them to stop billing me for late fees.Business Response
Date: 07/31/2025
July 31, 2025
BBB #********
*** Burs (#*****1716)
Dear BBB,
Thank you for contacting us regarding *** Burs complaint and for allowing us the opportunity to respond. We apologize for any frustration caused by the billing on their account.
********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until a request to cancel is received or the number is transferred to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service to align with industry standards.
Per Section 1.2 of our Wireless Customer Agreement (WCA), Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your Services until the end of your billing cycle, unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.
*** ************ was transferred to a new provider on April 04, 2025. The final invoice in the amount of $47.36 covers the service dates of 03/17/2025 through 04/16/2025, and payment was due on 05/06/2025. As payment was not received, the account has now accrued late fees totaling $10. The total amount due on the cancelled account is now $57.36. 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: 08/01/2025
Complaint: 23683677
I am rejecting this response because my typical account payment with Consumer Cellular including taxes and fees was $37.82 (see the attached bill paid as an example). So their claim that the base bill was $47.37 is false. They have also added late fees which don't apply because all payments had been received. Their claim is that they bill in arrears but they billed for service before receiving any service and billing continued from that point on, so they do not get to bill for services that have already been provided. If they are claiming that this is the case then they are admitting to double billing customers, which is illegal. This suggest that you need to review their entire billing practice to see just how many customers they have scammed over the many years that they have been in service.
Sincerely,
*** BursBusiness Response
Date: 08/06/2025
August 6, 2025
BBB #********
*** Burs (#*****1716)
Dear BBB,
Thank you for contacting us regarding *** Burs complaint and for allowing us the opportunity to respond further. We apologize for any frustration caused by the billing on their account.
The monthly invoice total, since the account was upgraded to Unlimited Talk, Text, 10GB Data plan on December 13, 2024, has been $47.36 monthly. The charge includes the $40 plan charge, taxes, and fees of $9.36 before their AARP member discount of $2 was applied.
As mentioned previously, Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until a request to cancel is received or the number is transferred to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service to align with industry standards.
Our customer opened their service with ********************** on March 20, 2019, and the first invoice was prorated for service from March 20, 2019 through April 16, 2019, with no amount due after available credits were applied. The first payment for service with Consumer Cellular was received on May 20, 2019, for service from 04/17/2019 through 05/16/2019.
*** ************ was transferred to a new provider on April 04, 2025. The final invoice, in the amount of $47.36, covers the service dates of 03/17/2025 through 04/16/2025, and payment was due on 05/06/2025. As payment was not received, the account has now accrued late fees totaling $10. The total amount due on the cancelled account is now $57.36. 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 ************
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******************************Customer Answer
Date: 08/07/2025
Complaint: 23683677
I am rejecting this response because:I never requested that Consumer Cellular upgrade my plan! It appears that they made this change once I inquired about changing my service. You will see that I never made such a request so them arbitrarily changing the plan type and billing is totally fabricated by them and this is another very good reason for me and anyone else doing business to terminate their service. The attached email shows that they provided the port out at the end of March and not April. They are claiming a billing period of March 17th - April 16th but my request was made in February! Service with my new carrier began on April 4th. So they upgraded my service without my request, they are charging for a period of time that they were not providing service, and they are billing at a rate that has not been accepted, and they acknowledge that they had cancelled the service during the period that they are now trying to collect for. This is a company that should be shutdown because of poor business practices (all supporting documents attached)!
Please stop their behavior. Is there any method of sanctioning this business and alerting other seniors about their business practices?
Sincerely,
*** BursInitial Complaint
Date:07/31/2025
Type: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 Consumer Cellular experience has been frustrating due to lack of transparency, conflicting communications, and unilateral cancellation after payment. As an **** member, I expected better.On July 28, 2025, my husband and I ordered two lines ($55/month) and two ****** Pixel 9 phones ($16/month each) online, paying $118.96. This included unexpected charges: $15 downpayments/phone, $10 activation fees/line, $17 shipping, and over $50 in taxes. These upfront costs were not clearly highlighted.Before shipping, I received an email: "At your request, your service has been cancelled, effective 7/29/2025." This was false. My customer service call found billing closed.The next morning, July 31, 2025, I received another email: "Your cellular plan has been changed effective July 31, 2025." This new plan was for ONE line at $47.50/month, contradicting our two-line order. This entire sequence of order, cancellation, and plan change was unauthorized.I then called Consumer Cellular. Only then was I told the true reason: my order was canceled due to a credit check.This is deplorable. Consumer Cellular confirmed my order, took my money, then performed a credit check leading to cancellation. A reputable company should complete all checks before confirming and accepting payment. This cycle of unrequested cancellations, conflicting changes, and delayed credit issue disclosure is unprofessional and **************** an **** member, I expected transparency. Instead, I faced hidden fees, unauthorized actions, and a lack of upfront honesty regarding approval. I am disgusted with this experience and Consumer Cellular's practices.Business Response
Date: 08/06/2025
August 6, 2025
BBB / 23680833
******* ****** (#*****3801)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
While we would love to offer them our interest-free Easypay payment plan for their device purchases, our system flagged their account for further review due to an address discrepancy during the required credit check. At Consumer Cellular, we take the security of our customers seriously, and any anomalies in the verification process require thorough evaluation. Due to the order being placed during the afternoon on 7/28/2025, it was reviewed the following day on 7/29/2025. Unfortunately, our review returned additional information that prevents us from offering the Easypay payment plan, and the account was cancelled.
On 7/28/2025, they authorized a payment of $118.06 during the sign-up process. It is important to note that payment authorizations remain pending until an order ships. Since their order was canceled before shipping, the authorization was voided, and no funds were withdrawn from their account.
We would still welcome the opportunity to serve them. They are eligible for our AARP 55 plan, which includes unlimited talk, text, and data for $55 plus taxes and fees monthly. If their current devices are compatible with our service, they are welcome to bring them. Alternatively, they may purchase a device from us at full cost without financing.
We are very sorry that their first experience with Consumer Cellular did not meet their expectations and our standard quality of service. We want to earn their trust and have the opportunity to serve them in the future.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
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******************************Customer Answer
Date: 08/07/2025
Complaint: 23680833
I am rejecting this response because:
Sincerely,see attached letter
******* ******Initial Complaint
Date:07/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new cell phone from Consumer Cellular. I traded in my old phone. I was offered $490 but never received the payment. I contacted Consumer Cellular numerous times and received no help. I provided a *** tracking number 1Z53E6Y79097763025. I was sent a shipping label. I've checked and the package was received. They requested a order number of the third party (Asurion)should have provided but I received no such thing. I have been told without this I won't be paid. Consumer Cellular offers to give trade ins on used phones but it seems that they are just ripping people off. Consumer Cellular told me I had to contact Asurion but has given me telephone numbers that go to the wrong people or organizations. Consumer Cellular fronts the trade ins but does not keep any paperwork from Asurion so you can't check status of your trade ins.Business Response
Date: 08/06/2025
August 6, 2025
BBB #********
****** ****** (#*****4214)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the delay in providing ****** ****** with a status update on his trade-up refund. We have confirmed that a refund of $375.00 was applied towards Mr. ******* account on 08/06/2025.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
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******************************Customer Answer
Date: 08/07/2025
Complaint: 23679378
I am rejecting this response because: This was not the amount that was agreed on. I was told the amount would be $490.00 not $375.00.
Sincerely,
****** ******Business Response
Date: 08/17/2025
August 17, 2025
BBB #********
****** ****** (#*****4214)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration ****** ****** experienced with getting their trade-up refund. We reviewed and verified that we provided a credit of $375.00 on 08/06/2025, and then an additional $115.00 on 08/08/2025. ****** ****** has been provided with a full refund in the amount of $490.00, which was the amount they were quoted for the device they sent to Asurion for trade-up.
Sincerely,
****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Initial Complaint
Date:07/30/2025
Type: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.
The worst mistake I ever made was to call Consumer Cellular Services on 3/31/25, to be the customer. I transferred to them, along with phone services for my wife, daughter and my Son. We were Customers for 5 days, then we discontinued our services on 4/5/25 and transferred back to my previous provider. I am a Service provider for ******* patients. In those 5 days with Consumer, I missed 17 messages from Hospice patients and families. On cancelation day it took 8 hrs from several calls to Consumer to discontinue our services. On recorded line, while canceling, the lady very rudely reminded me that it will be $98.76 fees, although I used services for 5 day. I paid that amount. She reported that ALL lines were canceled as recorded. A Month later I received a bill, I called and explained that I am no longer their customer. I continue to receive bill. I called again and they reported that on day of Cancelation they forgot to cancel the other 3 lines. I explained that, that would be their mistake and I already paid my dues. I still am receiving bill, I called again and talk to a female supervisor "Mir." She guarantees that, just like in past, this time, for sure, she canceled ALL lines but I still have to pay $171.56. This is unethical to pay for their delinquency and unprofessional behavior. My confirmation # ******, with ALL lines discontinued (supposed to) and yet I might have to sell my personal belongings to pay for their negligence. I just want to report this and warn all other innocent people about this scam. Praying that they stop doing this because financially everyone is having hard time in the economy.Business Response
Date: 07/31/2025
July 31, 2025
BBB/23675705
****** ******* (XXXX4667)
Dear BBB,Thank you for contacting us regarding this complaint and allowing us the opportunity to respond to their number transfer and any confusion surrounding our cancellation policy.
It is the customer's responsibility to notify us to cancel the service when switching to a new number with the new provider. We have no way to know when this happens, and as such, billing will continue until the customer notifies us. We apologize if we did not fully explain this to the customer.
We can confirm that on 04/05/2025, at the customer's request, ********************** sent a transfer PIN for four lines. We spoke with the customer and the new provider during which time we released *2867 and canceled the line. The customer left the remaining three lines active. The first request to cancel the remaining three numbers was on July 1, 2025. Regrettably, the account remained active and incurred charges until 7/30/25.
As a courtesy and due to unlimited usage, we have waived all charges.
Sincerely,
******-*** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************Customer Answer
Date: 07/31/2025
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. Thank you for listening to my complaint and your help in this matter.
Sincerely,
****** *******Initial Complaint
Date:07/30/2025
Type: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 ported my phone number out of Consumer Cellular around April 26th 2025. I paid my last bill before porting out to another company. My bill was paid for 4/6/25 - 5/6/25. Consumer Cellular is harassing me to pay them for the following month of May? They are threating to put a delinquency on my credit report for the amount of $69.84 when I don't own them anything and have left the company a long time ago now. I will not pay for a month ahead that I didn't not have service for.Business Response
Date: 07/30/2025
July 30, 2025
BBB #********
******* ******** (#*****9551)
Dear BBB,
Thank you for contacting us regarding ******* ******** complaint and for allowing us the opportunity to respond further. We apologize for any frustration caused by the billing on their account.
********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until a request to cancel is received or the number is transferred to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service to align with industry standards.
Per Section 1.2 of our Wireless Customer Agreement (WCA), Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your Services until the end of your billing cycle, unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.
******* ******** service was transferred to a new provider on April 26, 2025. The final invoice in the amount of $64.72 covers the service dates of 4/07/25 5/06/25, and payment was due on 5/26/25. As payment was not received, the account has now accrued a $5.00 late fee. The total amount due on the cancelled account is now $69.84. 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: 07/30/2025
Complaint: 23674534
I am rejecting this response because:As per Consumer Cellulars statements above. I did pay and was covered for my bill up until May 6, 2025.
I am not willing to pay for another following month of service that I didn't not use or even make it to.
Also stated in their statement my account is cancelled upon transfer of my phone number to another provider
"unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.
I do not owe for the following month because my transfer was understood as a cancel.
Please stop contacting me and cancel me as per my transfer.
It is not fair that I'm being subjected to delinquency when I paid for the month when I left.
Thank you
Sincerely,
******* ********
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