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:05/20/2025

  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 canceled services in a timely manner and I'm being built for services that are not used I was provided inadequate service and I wish not to pay anything further

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB Case #*******
  ********* ****** (#XXXXX9465)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ********* on 5/20/2025. We are sorry to hear of the frustration the customer is experiencing with their final bill. 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.
  
  During our call, we explained that she was billed $83.12 for the billing period that ran from 1/6/2025 to 2/5/2025. Later, they received another bill for $20.57, which was prorated and was for the billing period that ran from 2/6/2025 to 2/11/2025, which is when the customer ported her number to a new carrier and canceled service. As these amounts have not been paid by the due date, three $5.00 late fees have been assessed, which brings the total balance due to $118.69. 
  
  As valid usage occurred during the aforementioned billing periods, the charges are valid, and no credit is due to the customer. The three late fees can be waived once the customer makes a payment of $103.69.
  
  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:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother was murdered by his landlord on 2/26/25. He had Consumer Cellular phone service. I bought a recorder to record his voicemail to listen to when depressed from his death. I called Consumer Cellular on 5/18/25. The lady representative spoke with her supervisor she then told me to email them copies of my ID and brother's death certificate and they could help me once that was done.She said I would not be billed for $204.I sent information. I get an email from ***** *. from billing requesting I send again which I did on 5/19/25. Once I did that he said dial 611 to Consumer Cellular and a representative would help me. Once I call 611 the representative told me that I needed to pay $204 for my brother's phone service and then they would turn phone on for me to record his voicemail. Bait and switch. This was not what I was originally told. I do not have my brother's phone nor do I know where it is. My brother passed 2/26/25 but Consumer Cellular with their bait and switch information wanted me to pay for phone service for March and April after his death. I am writing ******************* of Consumer Cellular.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  BBB 23354175
  ******* ******
   
  
  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 ******* ******* concerns regarding her brother's account; we are terribly sorry to hear of ********* loss. As a courtesy, we waived the account balance totaling $204.46 so ******* did not have to pay a balance to reinstate the suspended account. The account is now in Deborahs name, and she now has access to make account changes and access the phone number associated with the account. For any further questions or concerns regarding the account, ******* *** get in touch with our customer service department at ************** or via live chat 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: 05/22/2025

   
  Complaint: 23354175
  
  I am rejecting this response because:
  I had two voicemails left on my phone from Consumer Cellular telling me to please call them so I could get brother's phone voicemail. They said they waived $204 for bills. My brother died 2/26/25. They were charging for March April **** I did no have the phone. My brother lived in ********. I live in **********. Therefore, I call Consumer Cellular. They said to get his phone turned back on so I could retrieve his voicemail to record I would have to put account in my name put up a credit card for automatic billing. Even though I can't use the phone and do not know where it is. I agreed just to get the voicemail. Two hours on the phone with this whole mess checking my credit etc.

  After this I call my brother's phone number and a message says " you need to set up your voicemail." Consumer Cellular turned off my brother's phone in April. When they suspended service it deleted my brother's voicemail. I call Consumer Cellular back and another hour on the phone with them trying to cancel account. In the meantime they have billed my credit card so zero service.

  I would never ever recommend this phone company to my family friends neighbors or even my enemies.

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

• Initial Complaint

  Date:05/18/2025

  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 ordered an iPhone 16e on May 1 from Consumer Cellular with an auto payment agreement for 24 months to pay off phone. I also ordered the unlimited plan and used **** to get discount. The phone was shipped and I received it on May8. I activated on May 9. I had nothing but trouble as it consistently went into SOS mode. I was on phone from .12pm-8:45pm on that date and also on May 12 in regards to poor service. I talked of canceling that first day but was told I would owe $576. I was told on Monday May 12 to call Apple as Consumer Cellular had exhausted trouble shooting efforts. ***** ran diagnostics and was told it was not a phone issue and told me to go to Best Buy Geek Squad. The man there told me it was a Consumer Cellular coverage issue. My complaint is that they have a 45 day satisfaction guarantee when you use AARP. I only had service, or lack of, five days. There should be a period of at least one week to see if phone and service would be acceptable. I should have been made aware that coverage in my area is not good. I understand I signed an auto payment agreement but they in turn promised reliable service which had I known about the lack of coverage in my area I would never have ordered the phone or their service. I would like to return the phone in exchange for their saying I owe $576. Service was unacceptable.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB 23347589
  ***** ***** *****0223
   
  
  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 spoke with ***** ***** regarding her concerns about the $576 balance on her account. The $576 balance is due for the iPhone 16e that ***** had purchased on a payment plan; however, we have set up a return for ***** to return the phone. As long as the phone is in like-new condition with no signs of wear, the return will be processed,and the account balance will be cleared.
   
  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: 05/19/2025

   
  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:05/18/2025

  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 cancelled my phone service with Consumer Cellular on 4-12-2025, the first day of the billing ********* I have received a bill for the entire billing cycle. I tried calling them. They told me that they no longer prorate. I was not informed of this when I called to cancel my service or anytime before hand.The second ****** I spoke with said she should be able to get it prorate for me.They call me twice claiming that they could not hear me, so I called them ******* which point I was informed that they were calling me trying to collect, and that THEY DO NOT PRORATE AND I WAS INFORMED OF THAT.I informed them that I was never informed of this policy, they called me a liar. I am willing to pay the prorated amount for the cycle which should be under $10.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB Case #********
  ****** ****** (#XXXXX0623)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 5/19/2025. We apologize for the frustration caused by the final invoice for service. As per industry standards, Consumer Cellular does not 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 outlined in our service agreement, service is billed until the end of the current billing cycle. This information is provided in Section 1.2 of our Wireless Customer Agreement.
  
  Our Wireless Customer Agreement also states that we may change any terms regarding your service at any time, which can be found in section 1.3 of the agreement. 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, a final invoice was posted for $54.86, due on 6/1/2025, for the billing period from 4/12/2025 to 5/11/2025. Valid usage occurred during the billing cycle, and no credit was due to the customer; however, due to minimal usage and as a one-time courtesy to the customer, we have issued a $25.00 credit. This brings the remaining balance to $29.86, which is valid and still due. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23346456
  
  I am rejecting this response because:

  While they did call me they refused to discuss the issue and informed me that 'they could change the agreement at any time and they did not have to make any attempt to notify me of the change'.

  I was told that they started their no prorated policy within the last two months, without notice. 

  They told me that I had no options. 

  They told me that they would apply a $25 credit to my account that they would do nothing else or discuss anything else.

  This feels like a ploy to make it look like they did something so they can keep a good rating while not really solving anything.

  I would be willing to pay them $15. While this is well over the amount I should owe, it is a more reasonable amount.

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

• Initial Complaint

  Date:05/17/2025

  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 am filing this complaint to formally express my deep dissatisfaction with Consumer Cellulars billing practices, lack of transparency, and poor customer service during the closure of my account.I closed my ********************** account on May 16th, 2025. Prior to closing the account, I was consistently paying $67.34 per month, which included an **** discount that had been advertised to bring the cost down to $55/month. Despite this, I was billed a higher rate throughout my service period, and now Consumer Cellular is refusing to honor the **** discount on my final bill.I was informed via email that I will be charged $74.09 on June 4th via autopayeven though the account was closed on May 16th and no services will be rendered for the remainder of that billing cycle. They also refuse to prorate the final month or even allow access to the billing details through the customer ********* last full billing cycle was from April 14th to May 14th. Given that the account was closed shortly after this cycle, there is no reasonable justification for a charge of $74.09, especially without access to the billing breakdown.Customer service was dismissive and unprofessional when I attempted to resolve the issue. What began as a decision to choose a provider with transparent pricing and quality support has turned into a frustrating and disappointing experience.I am requesting the following:1.Immediate cancellation of the $74.09 charge scheduled for June 4th.2.A prorated final bill that reflects services rendered only through May 16th.3.Application of the **** discount to the final bill, consistent with the terms previously provided.4.A copy of my final bill or access to my account for record-keeping purposes.I hope Consumer Cellular will take this opportunity to review its billing procedures and improve customer service responsiveness. I am submitting this complaint to ensure others are made aware of these practices and to encourage resolution in good faith.

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB #********
  **** ******* (#XXXXX9391)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 5/20/2025. We are very sorry to hear of the issues that the customer has experienced with their monthly invoice. The customer was on our **** 55 for 2 plan, which provides unlimited talk, text, and data for two lines for $55.00 per month plus taxes and surcharges.  As a result, the customer was previously charged $55.00 for service charges and $12.34 for their taxes and surcharges for the total of $67.34. 
  
  The $55.00 mentioned for plan charges includes a $6.75 discount for the **** 55 for 2 plan. Once an account is canceled, any promotional discounts are removed, as canceled customers are not eligible for service promotions. As a result, the following invoice that was posted after the customer canceled service was $74.09, as the customer no longer received the additional promotional credit that he had received the month prior. This invoice was for the billing period from 4/15/2025 to 5/14/2025. As the customer did not port out their lines and cancel the account until 5/16/2025, another invoice would have been posted to cover the remaining two days. 
  
  The invoice charges are valid; however, as a one-time courtesy due to minimal usage occurring over the past several months, we have backdated the cancellation date to prevent another invoice from posting to the account. We have also issued a credit of $60.00. This lowered the total due from $74.09 to $14.09, which is due on 6/4/2025. The customer will not receive any further invoice charges. 
  
  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:05/16/2025

  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.

  We had consumer cellular service for awhile and had been very unhappy with there service. So we switched to a different company. Consumer cellular still withdrew from our account for the month even though we no longer have there cellular service. I am over 55 retired and cannot afford this. They completely take advantage of people. Service was switched on the 9th. **** was due on the 10th but they took it out on the 12th. I would like a refund. There service was terrible in general the internet never worked. I couldn't even get on the website to check my account or even to check my email.

  

  Business Response

  Date: 05/24/2025

  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  Consumer Cellular bills in arrears, meaning customers pay for service after using it. ***** Carvers account was cancelled on 5/9/2025 and,at that time, had an invoice for service provided from 3/21/2025 through 4/20/2025 - this is the payment that processed on 5/10/2025. Service was also provided from 4/21/2025 through 5/9/2025 and we would normally charge a final balance for service through these dates as well; however, we have waived the final balance as a courtesy and the account balance is now $0. No further payment will be 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,
  
  ****** *. 

• Initial Complaint

  Date:05/16/2025

  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.

  ON ABOUT 09/23/2024 I COMMENCED,, THE INTERACTION TO SWITCH PHONE CARRIER (METRO PCS) TO CONSUMER CELLULAR SO I SET UP AUTO PAY.... AND DID THE REGISTRATION ... AWAITING THE *** CARD FROM THE NEW CARRIER IT CAME BUT COULDN'T BE ACTIVATED,,CONTACTED SUPPORT AND IT WAS ESTABLISHED THAT I HAD TO START THE PROCESS OFF AWAITING A NEW *** CARD..SO DURING THAT PROCESS MY PRIOR ******* **** WAS DUE,,,SO IT WASN'T FEASIBLE TO PAY THEN SWITCH SO I REMAIN WITH MY CARRIER. SO From 11/12/ 2024 AUTO PAY DEDUCTION AS BEING GOING TO C. CELLULAR ,,AS IF I WAS AN ACCOUNT CUSTOMER WITH THEM... SO I CONTACTED ********************** OVER THIS DISCREPANCY...I WAS AGHAST (I HAD CONTACT WITH AN SUPERVISOR ) WITH WHAT WAS PROPOSED THAT HE COULD ONLY GO BACK TWO MONTHS TO REFUND AND IF I WOULD AGREE TOO THAT; THOSE TERMS.. SO THAT WAS AN NO THANK YOU RESPONSE FROM MY END. THAT'S MY DISPUTE IN NECESSITATING YOUR ASSIST. * SO I DID STOP AUTO PAY ON 10 MAY ..I WILL PROVIDE A PIC OF THAT *AND ALSO PIC OF MY CONTINUOUS SERVICE WITH METRO SAME NUMBER/SAME SERVICE

  

  Business Response

  Date: 05/25/2025

  May 24, 2025
  
  BBB 23342119
  **** ********* (#XXXXX6261)
  
  
  Dear BBB,
  
  Thank you for contacting us with **** Tomlinsons complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the billing on this account. 
  
  ********************** 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 is 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. When an account is closed, there is always a final bill for service through the cancellation date.
  
  **** ********* joined Consumer Cellular on 9/21/24. As we do not have a record of a cancellation request, the account has remained active. Due to the account being enrolled in automatic payments, the customers payment method was automatically charged on the monthly due date. 
  
  We confirmed that while **** Tomlinsons account was active, they did not use the service provided by Consumer Cellular. We have reversed all service charges to the account and have processed a refund check for $252.70. 
  
  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: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *********

  I will like to know how will the funds ...be reimbursed ,??? I am now residing at an different address ( so an check payment to my old address wouldnt work). But if it's transacted the same manner the funds were taken out via "checking account route that is viable I suppose 

  THANK-YOU

   

• Initial Complaint

  Date:05/16/2025

  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.

  Consumer Cellular. I ported all lines from Consumer Cellular on April 19 2025 I received a bill for ***** for services 4/11 to 5/11. They said 2 lines were still active and I explain they couldnt be since ported. They removed the 2 lines but said they dont prorate so I have to pay full bill. ( I see another complaint regarding the same issue and it was resolved ). CC towers (ATT) did not work where I live so that was the reason for discontinuing service. I think the policy of not prorating a bill is not fair when billing for services I didnt receive. I was never informed of policy. I have account set up on autopay but cant login to delete that card. I looked for info to download and ground new email disconnected service and note that I may receive yet another bill. The phones were already disconnected since April 19. I do not expect another bill for 94+ dollars. Thanks for your help.

  

  Business Response

  Date: 05/24/2025

  To Whom It May Concern, 
  
  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.
  
  As a courtesy, and to resolve this issue to the customers satisfaction, we have stepped outside of this policy and applied credits totaling $64.59 to the account. The balance due on the account is now $30.34 for the final prorated service dates of 4/12/25 4/19/25.
  
  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,
  
  

• Initial Complaint

  Date:05/15/2025

  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 switched over to Consumer Cellular in the August of 2024 at which time I ordered an iPhone 15 Pro through their website. After having the phone for approximately a month, I was not able to receive RCS messages. Consumer Cellular says its not their fault and refers me to ***** and Apple refers me back to Consumer Cellular. This goes on for weeks at a time. In fairness I have to say that everyone has been nice enough but here I am with a phone that does not function properly leaving me unable to receive RCS messages. At this point, I just want to return the phone and be released from any further obligation I may have. I feel that Consumer Cellular should ultimately have to rectify the situation as the phone was purchased and financed through their website.

  

  Business Response

  Date: 05/24/2025

   
  
  May 24, 2025
  
  BBB 23334471
  ****** ******* (#XXXXX7484)
  
  
  Dear BBB,
  
  Thank you for contacting us with ****** Nelmarks complaint and allowing us the opportunity to respond. We apologize for any frustration the customer has experienced with their device. 
  
  ****** ******* purchased an Apple iPhone 15 Pro from Consumer Cellular on 8/15/24. On 12/9/24, the customer contacted us regarding issues receiving some text messages, specifically from users of Android devices. After exhausting troubleshooting options, the issue was escalated through a trouble ticket. After review, it was determined that the issue was not with Consumer Cellular service. We advised the customer to inquire with the manufacturer, as ***** handles device warranties internally. However, ****** ******* reports that that ***** did not correct the issue. The customer states that the texting issue eventually was resolved. 
  
  On 4/24/25 ****** ******* contacted us again about issues with their phone receiving text messages sent from Android devices. Again, troubleshooting steps were started to try and correct the problem. The customer reports the issue is still ongoing.
  
  We have contacted ****** ******* to resolve their concerns. At this time, we have been unable to reach the customer to complete the troubleshooting. We encourage the customer to contact us at their earliest convenience to continue these steps. 
  
  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: 05/24/2025

   
  Complaint: 23334471
  
  I am rejecting this response because: I spoke with ******** *. on May 23, 2025. Although she was very professional and friendly, she was not able to resolve this problem. In all sincerity I dont feel that Im asking for anything unreasonable. I pay for unlimited talk and text and Consumer Cellular cannot provide me with this.

  There has never been an offer to adjust my bill for the time and inconvenience that has been spent on this issue. I have a copy of the diagnostics performed on my phone from an authorized Apple Store. I will be happy to email it to ******** *.
  

  Since neither Apple nor Consumer Cellular wants to take responsibility for this issue, I feel that Consumer Cellular has the ultimate responsibility to resolve this problem as the phone was purchased and financed through them.

   I just want to be released from the remainder of my financial agreement with Consumer Cellular. I will happily return the phone to them. Paying off the phone is not an option since I really just want to be done with both Consumer Cellular and ***** as neither company is willing to assume any responsibility for this situation.
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB File No. ******** Rebuttal
  ****** ******* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have been unable to speak with our customer to complete troubleshooting. We are requesting an extension for our response to allow sufficient time for us to assist our customer and resolve this issue.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23334471
  
  I am rejecting this response because: I am still not receiving my RCS text messages. This has been going on since April and has still not been resolved. I have been in contact with Consumer Cellular customer service representative, ******** *. I was offered a $25 credit on my bill for this month but there was no adjustment. Although $25 is better than nothing, it doesnt begin to compensate me for the time and energy spent on this matter. 
  

  I honestly feel that Consumer Cellulars advertising is extremely misleading. I have never experienced such a lack of action from any company ever. This is not the first time I have dealt with this issue so my patience is wearing very thin. 

  I cannot begin to tell you how frustrated and disappointed I am with Consumer Cellulars service. 

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

  Customer Answer

  Date: 06/17/2025

  ******** P has been outstanding.  We dont know why but my text messages are suddenly coming through. This is what happened back in December as well. My $25 credit has been received. Nobody can still tell me if this is a carrier issue or an Apple issue, but ******** has assured me that if and when it happens again, the phone will be replaced. We also have decided to try and arrange a conference call with ***** so I am confident that Consumer Cellular will make sure that the issue is resolved. Thank you again to ******** P for all of your patience and effort you put in to resolving this matter.

• Initial Complaint

  Date:05/15/2025

  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.

  This business should change there name to Thief. I cancelled there account on April 1 and they still keep on billing me and today may 15/25 I was told by *** that just because you port out number does nut cancel account never used account and never will again

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB #********
  ******* ****** (#XXXXX1305)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the confusion caused by Mr. ******** final invoice. We spoke to Mr. ****** on the phone to resolve his complaint satisfactorily. 
  
  We spoke to Mr. ****** on 4/1 to receive his request to transfer his number to another carrier. Since an inactive or canceled phone number cannot be transferred from one carrier to another, we left the service active to facilitate Mr. ******** desire to port out to another carrier. At that time, we provided Mr. ****** with the secure port-out PIN and a prior invoice so he could obtain his account number for the port-out request. However, we never received a request to transfer the number to another carrier. Since we didn't receive a number transfer request to complete, the number remained active on our service. We did not receive a request to cancel before 5/15. Despite the cancellation date of 5/15, we did not *************** for an additional usage period after 4/25.
  
  Consumer Cellular bills in arrears, meaning that by canceling on 4/1, the final billing period was from 3/26 to 4/25, with a due date of 5/15. While we billed Mr. ****** correctly, we also understand that he didn't have usage during that final billing period. While we incur a cost for having the number active during this time, as a courtesy, we optimized the final two billing periods for Mr. ******* resulting in a credit and refund of $70. Mr. ****** expressed that this resolved his complaint satisfactorily.
  
  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 ************
  ********************************************************************
  ******************************