Complaints

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

close

Find a Location

Consumer Cellular has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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,
  
  **** *********

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had originally called CC about switching services. I am 61 years old, have cancer, and am on SSDI pay.The phone was actually never transferred over, I never was able to make one attempt at a call. The representative told me if we were disconnected ***, she would call me back as they are not allowed to give out their numbers. Our call was disconnected due to the storm and she never called back. Consumers Cellular then charged me in March $75.** and just recently another $54.** totaling $128.03 without ever making one cell phone call or text. To me, that sounds like highway robbery. I called a couple of times explaining I don't even have a new phone number, now can you bill me for 2 months I never had service with you.

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  BBB 23376741
  *** ******* (#XXXXX4852)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any concerns regarding the bills Mr. ******* has received. 
  
  Service begins for billing on the date that an order is placed. Our records indicate that two electronic SIM cards with new phone numbers were ordered and delivered via e-mail on 3/1/2025. However, further review shows no usage on the account. As a courtesy, Consumer Cellular has waived the outstanding balance, and the closed account now has a zero balance. Nothing further is due. Two payments made via Auto Pay, $56.21 and $71.82, have been refunded to the card initially used to make the payments. 
  
  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:05/24/2025

  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.

  In 2023 My father wanted to transfer his home phone number to his existing cell phone. We tried multiple times with Consumer Cellular to no avail. My father requested on the last attempt to cancel the cell phone. Now, 2 years later, as his POA I am getting into his financials and see he is still paying for a cell phone he hasnt used in 2 years! I have called CC to rectify and they said they would cancel on 5.9.25 and escalate my concern to be reviewed and I would be contacted about the issue. 2 weeks later, I see another charge on his bank statement. I called today and they had no explanation as to why I wasnt contacted but they said he still had charges on his phone, for a cell that has had zero usage in 2 years. I told them I wanted NO MORE charges and they responded there would be another charge in ******* told I would have to contact their billing department, there nothing more they could do since the cell was canceled. I am furious. This is the worst kind of shady business practice ! I wanted no more charges and they pushed it off so its going to be list in translation and he will get billed again. Extremely terrible treatment of my father, a bed-ridden 83 year old in assisted living.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
   
  BBB #********
  ****** ******* for ******* **** (#XXXXX4375)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is sorry to have learned of ****** ********* difficult time regarding ******* Halls account. We can confirm that the account was canceled per their request on 5/09/25.
   
  After further investigation, the only customer contact we received in August 2023 was to activate a phone. Sadly, at that time, we did not receive a request to cancel the account. The account remained active, and paper invoices were sent to the address on file monthly.
   
  As a courtesy, we are stepping outside of policy and waiving the last three invoices due to no usage on the account. We have also removed the Autopay feature and banking information, so no further charges will be deducted. The credit on the account is $53.06. Due to the electronic check payment on the account, the refund is postponed until 06/03/2025 to allow time for the payment to clear.
   
  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:05/23/2025

  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.

  this is the 3rd time i am submitting a complaint on behalf of my 89 year old , partially blind ********* seems this so called company likes overcharging its elderly customers. my moms bill is once again being charged extra. her monthly payment WAS ONLY $20. SINCE MY FIRST COMPLAINT , I BELIEVE WAS IN JAN. 2025. SINCE THAN I CALLED HAD THEM READJUST BILLING SCREENSHOTS ENCLOSED ! I CALLED AGAIN TODAY TO READJUST . GETTING NO WHERE !???WHY HAVENT YOU PEOPLE REPREMANDED THIS COMPANY. TO THIS DAY SHE STILL HASNT GOTTEN HER BILL READJUSTED ! ANY REFUND FOR 4 MONTHS OF OVERPAYMENT . ITS NOW ADDING UP TO MORE N MORE ! NOW WHEN I CALLED TODAY, THIS GREEDY COMPANY WAS ALREADY ASKING FOR ANOTHER PAYMENT, IN THE SAME MONTH !!! WHAT THE ******** SHES ON AUTO PAY. IT DOESNT NEED ANOTHER PAYMENT AS ITS NOT EVEN JUNE YET !?????????? HELP HER GET HER OVER PAY CHARGES BACK. F.Y.I. A LETTER THRU USPA NEVER CAME WITH NOTICE OF ANY CHANGES TO HER ACCOUNT , AS REQUIRED BY LAW. SHE NEVER SIGNED UP FOR PAPERLESS AS SHES BLIND AND LIKES GETTING ANY CORRESPONDANCE THRU *****

  

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB #********
  ******** ****** for ********* ******** (#XXXXX0790)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We certainly understand ******** Olguins frustration and would like to assist them with their concerns. ********* Robinsons invoices have been $26 to $27, plus change, each month since they signed up for service in April 2024. The customer can review their monthly statements by logging into their online account at ****************************************************************** and selecting the Menu (three horizontal lines) in the Billing section and clicking on "Go to Billing". The invoice copies are located in the lower right corner of the page and are organized by month.
  
  There was one instance where the customer added a text and data plan on 12/24/24 so they could receive an incoming text. However, we did not hear from the customer to remove the plan to prevent charges. As a courtesy, when the plan was changed on 2/18/25, we provided $10.00 in credit to adjust for the price of the larger plan.
  
  We can confirm that ********* ******** is on our Unlimited Minutes plan for $15.00 plus tax, which does not include text or data. Her invoice also includes $4.00 a month for Roadside Assistance, $2.00 a month for the Asurion Protection Plan for their phone, and approximately $6.65 in taxes and fees. This adds up to their current $27.65, which is past due on the account.
  
  For immediate assistance with the payment, the customer can contact customer service at ************ or use our live chat feature at **********************************************. Please also note, our customers receive a discount for being on Autopay with Email Invoicing. If ******** ****** would like to change the account to paper invoicing, she may do so online or by contacting our customer support. If this change is made, they will see a $5.00 maintenance fee on the invoice. If Roadside Assistance or the Asurion Protection Plan need to be canceled, this can be done by contacting customer support as well.
  
  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: 06/13/2025

   How many months in a row, do I need to submit. NO THEY HAVENT TESOLVED MY ISSUE, 5 MONTHS OF OVER CHARGING. NOW THAT I BROUGHT THIS TO THE ATTENTION OF THE BBB, THEY ARE TRYING TO COVER UP AND SAY THEY PRICES WENT UP FOR THE TOADSUDE ASSISTANCE,  THAT WAS NEVER  NOTIFY US OF A CHANGE, NO CORRESPONDENCE AS ..... SHE DOESBT RECIEVE TEXT AS SHE DOES NOT USE THIS FEATURE DUE TO HER BEING BLIND.
  SO IF THEY TRY ABD *** THIS 4TH TIME BY SAYING IT WAS MAILED, NOPE LUES !!!
  OR IT WAS SENT BY TEXT.. AGAIN MORE LIES, AS I JUST EXPLAINED SHE DOES NOT HAVE THAT FEATURE !!
  IF THE PRICE WENT UP, YOU NOTIFY YOUR CUSTOMERS.  NOT JUST RAISE WITHOUT NOTIFICATION.
  BSD BUSINESS, RIPPIBG IFF THD ELDERLY.  BLIND ELDERLY AT THAT !!!!!

• Initial Complaint

  Date:05/22/2025

  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.

  May ****** My phone was past due. Since I been in and out of the hospital with Stage 3 colon and stomach cancer. (Only 42) Everything was stolen from my purse. I gave them the wrong checking account info, didnt realize it. (Chemo fog) I get a text message. Since I couldnt give check over phone, I did Doxo asap. Trying to make arrangements to my PO Box to get new card. My phone was off within an hour. I am not capable of driving myself. I email the proof I sent it. I begged them to give me 24 hours. I have CHEMO and the car service was going to call. I would have been able to go PO Box with them and or to bank. 24 HOURS thats it. I was told by the manager well you cant take your phone or telephone # to anywhere else. Are you kidding me? I lost my parents to Covid and my little brother to Overdose. I am by myself. If I knew I would taken care of this, not less then an hour. What was a difference for them to give me 24 hours? I cant drive, cant call anyone , miss my chemo. This company is absolutely disgusting and no compassion for someone sick with cancer. Now I miss my treatment.

  

  Business Response

  Date: 05/26/2025

  May 26, 2025
  
  BBB 23364037
  ******** ****** *****3179
   
  
  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 understand ******** Schumms concerns regarding keeping their service active.We understand the importance of having an active phone, especially in case of an emergency. Consumer Cellular is a postpaid service; we provide active service and do not bill customers for the service used until the following month, similar to a power bill. ******** ****** has an account balance totaling $322.23; this includes the bill of $94.07 due on March 20th for the billing period 02/01/2025 - 02/28/2025, the bill of $99.08 due on April 20th for the billing period 03/01/2025 - 03/31/2025, the bill of $104.08 due on May 20th for the billing period 04/01/2025 - 04/30/2025, and a $25 returned check fee. Once the balance of $322.23 is paid, we can refund the returned check fee of $25, reinstate the account, and assist ******** with their number transfer.
  
  Additionally, if ******** would like to unlock their iPhone, the remaining EasyPay balance of $612 would need to be paid in full.Otherwise, ******** may keep their Consumer Cellular account active once the past due balance is paid and continue to make payments on their phone for the next 18 months until it is eligible to be unlocked.
   
  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:05/21/2025

  Type:Product 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 signed up to switch my cell phone service in February or March to Consumer Cellular. I received sim cards in the mail, but I never inserted them in any of my phones. I called on May 20, *********************************************************************************************************************************** The simple fact is they are holding on to money for services that were never provided. I would like a full refund of all my money, please and thank you

  

  Business Response

  Date: 05/25/2025

  May 25, 2025
  
  BBB #********
  ****** ****** (XXXXX9388)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration the customer has experienced with their ********************** invoices. We spoke with ****** on 5/25/2025. 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. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  As a result, when the customer signed up for service via the ********************** website on 2/2/2025, the account began the monthly billing process. As we did not receive a request to cancel service until 5/20/2025, the customer has incurred three invoices for $76.55, $100.77, and $100.77, respectively. After reviewing the account, we found that no usage occurred while the account was active. As a one-time courtesy, we have chosen to waive the invoices and have refunded the payments to the original payment method. 
  
  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: 05/26/2025

   
  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:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The number of rings before the phone goes to voicemail is too short. I am a caregiver for the elderly and my resident cant get to his phone fast enough it rings literally 3 times and goes to voicemail. Its just in his pocket but they move slower. I believe that is something that can be easily fixed. Online it states you can request a code to set the length longer but when you all they say that not something they are able to do. Something very easy to change please and thank you!

  

  Business Response

  Date: 05/26/2025

  May 26, 2025
  
  BBB Case #********
  ***** *****
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the customer's frustration with their ring time. We spoke with ***** on 5/26/2025. During our call, we provided the necessary steps to extend the ring time from the standard 25 seconds to a maximum of 40 seconds. To ensure it was extended, we placed an outbound call to test the change. 
  
  Should the customer have any further concerns, they are 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 ************
  ********************************************************************
  ******************************