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:05/14/2025

  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 lost my phone over 2 months ago and went with w new carrier, Metro. I called and had my service cancelled with Consumer Cellular. They have charged me twice since then. Because they now say i need a pin? I'm 85 and don't have and extra $70 a month. my number was ************. Their only solution is to call mu old house number from 4 years ago. I don't live their.

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB 23328759
  ******** ******* (#XXXXX7872)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the confusion caused by the final invoice. We spoke to Mrs. ******* on the phone to address her concerns. 
  
  We confirmed that Mrs. ********* Consumer Cellular account was canceled on 4/5. The final bill for $68.28, which Mrs. ******* paid on 5/10, was for the billing period from 3/21 - 4/20. No further balance is due, and Mrs. ******* won't receive any additional invoices. At her request, we also sent Mrs. ******* an email to confirm her account cancellation. 
  
  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:05/14/2025

  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.

  The pin number on my phone account was changed not by me. I decided to just stop paying for the account but if someone is using this account then this is not me. I've asked that the account be completely blocked and turned off. I'm going to file an fcc complaint because this was a complete violation of my privacy to change my pin number without my consent and if anyone uses that number for fraud I will be suing as I have warned consumer cellular to completely inactive the account.

  

  Business Response

  Date: 05/18/2025

  May 18, 2025
   
  BBB 23328270
  ***** ***** (#*********)
   
  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 ***** ***** experienced.
   
  We can confirm that the account and phone number were canceled as requested earlier this year. No other party is using, or has access to, the Consumer Cellular account.
   
  When a number is canceled with a carrier, that carrier is the only one that can reinstate it until it has gone back into the North American Numbering Plan (NANP) number pool. In our case, we hold the number and then release it to this pool after 30 days of being inactive. This allows customers to reinstate their account if needed. Once the number is in the ***** it is available for another carrier to claim and use. It is possible that the number is being used by a different carrier after the allotted time period. Unfortunately, ***** Craigs phone number is no longer available to be reinstated right away, if at all. If they contact our Porting Specialists at ************ to reinstate their account, they may be able to do a deep dive into the system to see if the number is still available.
   
  Please know that we take the security of our customers' accounts very seriously. To change a Security PIN on file, it requires verifying a one-time passcode through Multifactor Authentication. Our customer service would send a passcode either via text message or to the email address on file. The customer would then need to receive and verify the code before the Security PIN can be changed. If no one had access to the customers phone to retrieve a text message, it is possible that they had access to their email address. We recommend changing the password to their email account if they feel that it has been accessed without their permission. Per an *** ruling made last year, we can no longer use biographical information (such as a Social Security number) to verify an account.
   
  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:05/13/2025

  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.

  Back in February of 2025, i called Consumer Cellular on behalf of my husband to close his account.He had cancer and hadnt been able to use the phone, plus it wasnt taking a charge and he could not make calls anyway.I told this to the representive. I cant remember the exact date my first call but in know i made several others because I kept receiving bills from them,i clearly said the PHONE is NOT working so it makes no sense that they would keep changing for a phone that cannot be used and the bills show zero usage They only have a record of a call i made I made on april which was 5 days before my husband passed away and they said thats when i called and canceled. That is patently false as i wasnt thinking about consumer cellular as he was in the process of dying.They now want another $42.16 which includes a previous balance and current charges from ***** 26th to May 16th,All i asked them for was to tell me the dates they have in their system that show that i called several times but then only come up with ***** 8th.please help resolve this as I know for certain i did not call to cancel the account on ***** 8th as they said.They keep on charging monthly charges for a phone that is not working and a customer who was dying and is now deceased.thank you for any assistance you can give me on this stressful situation *** L. *******

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  
  BBB File No. 23326553
  *** ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider,and service is month-to-month; service will remain active until a request to cancel is received or the number(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.
   
  Per *** ******* request, the account was cancelled on 4/02/25. When reviewing the account access, we are showing that the account was not accessed between 1/04/22 and 4/01/25. If Ms. ******* did speak with anyone at Consumer Cellular prior to 4/02/25, the account was never accessed. 
   
  As a courtesy, we have waived the balance due on the account. Ms. ******* will receive one final invoice reflecting a zero-balance due. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:05/13/2025

  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 ported my number out of Consumer Cellular on March 21, 2025, and stopped using their service on that date. However, I was still charged:$27.84 on March 26, 2025 $21.49 on April 16, 2025 Even though I paid both charges initially, I later disputed them through my credit card company because I was no longer using their service. In response, Consumer Cellular reversed the payments and added a $5 late fee to each, totaling $10 in late fees for a service I had already stopped ******** make matters worse, they blocked my online account, so I can't view billing or pay. They continue sending notices demanding payment, yet I have no access to manage my account.Most concerning is that there is no cancel button or online cancellation option on their website. I had to call multiple times to cancel, and each time I tried, no agents were available. Im a busy professional, and this led to delays. By the time I finally reached someone, billing had already continued.This cancellation process is not only frustrating but possibly unlawful. In March 2024, the ************************ (***) issued a Click-to-Cancel rule, which requires companies to make it as easy to cancel as it is to sign up. While this rule is set to take effect later in 2025, Consumer Cellulars current system violates the spirit of this regulation by offering no online way to cancel and making phone cancellation extremely difficult.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB Case #********
  ******** ***** (#XXXXX6811)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to reach the customer by phone or email. We are sorry to hear of the frustration the customer experienced with their ********************** bill. As the Click-to-Cancel rule is not yet in effect, this has not yet been made available for customer use. The customer's account was canceled automatically on 3/26/2025, when the mobile number ported out to the new carrier. 
  
  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.
  
  On 3/09/2025, an invoice was posted for $27.84, due on 3/26/2025, for the billing period from 2/07/2025 to 3/06/2025. Later, on 3/29/2025, an invoice was posted for $21.49, due on 4/16/2025, for the billing period from 3/07/2025 to the date of cancellation, 3/26/2025. Both invoices are valid and were due by the due date. The invoices were initially both paid on their respective due dates, and later charged back by the customer's financial institution. When this happens, a $5.00 fee is added. 
  
  Though valid usage occurred during each billing cycle, we have decided to waive the balance as a one-time courtesy, due to minimal usage. We have not charged the customer back, and the balance on the account is now $0.00. The customer will receive no further invoices from us. 
  
  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:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular lied about the details of their plan so I canceled them after 2 weeks. They gave me a partial refund last month and everything was fine. But now they went ahead and charged me again for another month.

  

  Business Response

  Date: 05/14/2025

  May 14, 2025
   
  BBB #********
  ******* ******* (#XXXXX0907)
   
  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 ******* ******* did not experience this. 
   
  The account was cancelled as requested on 4/10/25. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Plans are priced month-to-month, which keeps billing simple and easy to understand. As per our service agreement, the service is billed till the end of the current billing cycle.
   
  However, as a one-time courtesy, all charges have been waived. A refund of $57.43 was submitted as of 5/13/25. Please allow 3-5 business days for the card provider to process the refund on their end. If anything changes in the future, we would love to work with ******* ******* again, with the expectation that there would be one final invoice when the account is canceled.
   
  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:05/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular was sent a request by me in 4/11/25 for porting PIN numbers to transfer my three phone numbers to *******. The three Porting PIN Numbers where e-mailed to me. I called ******* with the PIN Numbers and ******* requested (from Consumer Cellular) the numbers be ported over to *******. As far as I was aware, the numbers where ported over. I have since been billed by Consumer Cellular for another month because they never approved the Port Request on their end from *******. After speaking with a CR at Consumer Cellular she refused to refund the last month bill which was withdrawn from my account. I am requesting the refund of $98.28 because the non transfer of the phone numbers was Consumer Cellular's fault.

  

  Business Response

  Date: 05/13/2025

  BBB 23315018
  ***** ******** (#*****6994)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear the customer wishes to change to another provider and for the frustration theyve experienced throughout this process and with their bill. When transferring a phone number from one provider to another, the customer must contact the new provider and request this service. The account with ********************** must remain active through the transfer process.
  
  Once they have this information, they will request that we verify it. If the new provider submits incorrect information, the request will be denied, and they will need to update the information and resubmit it to us.Alternatively, if the information is correct, the transfer will be confirmed,and the account or phone number will be canceled when the transfer is completed.
  
  We spoke with Mr. ******** and explained that the transfers were requested through the new provider on 03/30/2025 but were denied due to incorrect information. On 04/28/2025, the customer contacted our phone support to obtain the necessary number transfer PINs to transfer the numbers; however,when they were resubmitted, the information was incorrect, so they were denied again. Mr. ******** requested to cancel their account with ********************** on 05/11/2025 because they obtained new phone numbers from their new provider, but then changed their mind, and the account was reinstated, and new transfer PINs were issued.
  
  After reviewing account records, we can verify that their number has been successfully transferred out, and the account has been canceled as of 05/11/2025. The bill paid on 05/11/2025 for $98.28 was for the billing period from 03/22/2025 to 04/21/2025, which was posted on 04/24/2025 and due on 05/11/2025. As valid usage was reported during this period, the charges were not waived; however, as a one-time courtesy, a credit of $29.04 was refunded to the customers card ending in *7129 on 05/12/2025.
  
  We understand that this may not be the solution the customer was looking for, but because valid usage was reported, the remaining charges remain valid and will not be waived.
  
  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: 05/13/2025

   
  Complaint: 23315018
  
  I am rejecting this response because:
  

  When I originally requested porting pins which I wasn't never told originally that I needed them, the process to transfer the numbers was conducted over a three way call between myself, a ******* *** and a Consumer Cellular *** and I was told the transfer was completed successfully. I was only made aware that it was not, after receiving a payment notification from Consumer Cellular that my payment was withdrawn from my account. 

  According to *******, when the transfer was requested (whith the PIN numbers given to my via e-mail form CC) it was denied. No one ever notified me the transfer was never completed.

  Consumer Cellular droppeed the ball a number of times and I am then one who now has to pay the price. They have been dishonest and misleading.

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

• Initial Complaint

  Date:05/09/2025

  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.

  Overcharging on my billing. I am senior and should have a discount and it's not listed.

  

  Business Response

  Date: 05/14/2025

  May 14, 2025
   
  BBB #********
  **** ******** (#XXXXX4577)
   
  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 **** ******** experienced.
   
  After reviewing the account, we show the **** Membership being added as of 1/10/25 when **** ******** provided their **** Membership ID. Additionally, we can confirm that **** Harrisons plan was changed multiple times through the online account or by contacting our phone support directly. When these changes were made after 1/10/25, the customer was either changed to an AARP-Only plan that reflected the discount or to a regular plan with the **** discount added to the invoice directly.
   
  When the plan is changed through the online account, an approximate monthly total is provided to the customer. Lastly, when the customer contacted our customer support several times over the past few months, the data plan and bill were gone over in great detail as requested. The final balance of $76.74 is valid for the service provided during the final billing cycle.
   
  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:05/08/2025

  Type:Billing 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.

  Cellular service to second line ************) was ported to another carrier and service canceled then. All charges on account stopped after termination of service 4/2/2025. Account has balance of $73.89 , which I acknowledge as valid but unscrupulous company was asking for $179+ as they kept billing open despite telling me on 4/2/25 that account was closed. Spoke with Consumer Cell customer service and they did wave only $45. of the claimed amount past due since there was no service since 4/2/25 as number is with another considerate, reliable provider. 12-

  

  Business Response

  Date: 05/17/2025

  May 17, 2025
  
  BBB File No. 23306065
  **** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider, and service is month-to-month; service will remain active until a request to cancel is received or the number(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.
  
  On 4/09/25, ****************** phone number was cancelled when it ported out to his new service provider. Due to a system error, his second line of service was not automatically cancelled when it ported out. The account was cancelled on 5/08/25 and the final invoice is scheduled to be waived after it is generated on 5/30/25.
  
  The last payment we received was $73.89 on 4/03/25, for the service dates of 1/28/25 2/27/25. As a courtesy,  we have applied credits totaling $40.80 to his account. The remaining balance due is $88.47;  $73.89 for the service dates of 2/28/25 3/27/25 and $14.58 for the service dates of 3/28/25 4/09/25.
  
  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,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 05/17/2025

   
  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:05/08/2025

  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.

  Approximately 09 February, 2025, I made the choice to switch to Consumer Cellular from ********'s ***************** The plan with Consumer Cellular was the same as ***************** I thought. Consumer Cellular's taxes are 3 times as high making it unaffordable. Before, during, and after trying to switch to Consumer Cellular, I have had nothing but problems with Consumer Cellular! Very Frustrating! I had to even buy another cell phone just to use their service. They lie about their monthly service fees...they jack them higher than stated. One month of service which should have been for one line at roughly $25.00 was near $48.00. This is not right and Unacceptable! I see here on the bbb website, I am not the only one this has happened to. I have since switched back to **************** and they honor their prices, unlike Consumer Cellular! I would like to be refunded for the two SIM cards from Consumer Cellular($20.00), the $40.93 they took out of my account after I ***************** with them(Consumer Cellular) and the cost of having to get another cell phone($45.00), to be able to use their service plan, which was unlimited talking, unlimited texting and 5GB of data per month. When I called Consumer Cellular inquiring about my so called bill, I got a different answers each time as to why the figure was where it was at, each time and one of the ** **** said I went over the 5GB of data....No. To my knowledge, I have not gone over the 5GB of data with ***************** not one time. Kinda funny how I went over with Consumer Cellular; and my data using habits did not change. I am asking for reimbursement from Consumer Cellular, for the extra phone I had to buy($45.00), their 2 SIM cards($20.00) and the first month of service, which was way over inflated($40.93)! Consumer Cellular went ahead and took the $40.93 out of my bank account After cancelling service. The total amount of reimbursement/refund I am asking is approximately $106.00

  

  Business Response

  Date: 05/11/2025

  May 11, 2025
  
  BBB #********
  ** ****** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about ** ******* frustrations with our service. 
  
  Consumer Cellulars monthly rates are pre-tax. We apologize if this was not communicated thoroughly to Bo. When selecting a plan, this information is provided on our website and states, The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing.
  
  SIM cards from Consumer Cellular are free of charge; however, shipping costs are non-refundable. We cannot apply any credit toward the account or issue a refund for phone purchases outside of Consumer Cellular.
  
  The $40.93 payment was processed in response to a payment arrangement made on 3/8/2025. Consumer Cellular was authorized to take a card payment automatically on 4/9/2025 using the card on file. As this is a valid service charge, we cannot issue any credit. However, as a courtesy, we have applied a credit of $16.34 to re-rate the bill at a lower data plan that would have been a better fit for the final service bill. The balance due on the account is now $29.71.
  
  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: 05/13/2025

   
  Complaint: 23306062
  
  I am rejecting this response because:  From what I have seen first hand now, Consumer Cellular's practices are hook and bait scheme and very misleading...to say the least.  Consumer Cellular's response concerning this goes to prove I made a gross mistake in switching to them.  I was informed by a Consumer Cellular customer service representative that the taxes to the plan I chose would be only the OKlahoma tax...at the very most 10%, making it initially around $44.00 for initially 2 lines.  Couldn't get into Consumer Cellular's website to see what was going on...keep getting stonewalled for unknown reasons.  When I finally did, it revealed more than 10% on taxes to the program.  When one of the lines was cancelled per my request, then the amount for the one line jumps all over the dial and winds up at nearly $48.00 for one line and the bill.  Each time I called trying to find the reasons behind this, I was given a different answer every time. One of the answers I knew wasn't true; that I had gone over the 5GB of data limit.  I haven't done that in over 10 years.  Amazing how I went over it this time switching to Consumer Cellular and didn't change my habits.  Just goes to show, Consumer Cellular may be American based, but is Far from American Ethos and work ethics and morality!  I had to get a Consumer Cellular specific phone to make this switching work.  At least the company I was with prior to switching to Consumer Cellular didn't bounce the monthly bill all over the dial...they kept their word on the amount.  I am still asking for refunding to that amount of $106.00.  Do you make good on that request or do you prove you have No Honor? Let's see?...
  
  Sincerely,
  
  ****(bo) ******

• Initial Complaint

  Date:05/08/2025

  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 issue started when I was charged a fee on my bill. When my daughter called Consumer Cellular the ***resentative falsely claimed the fee was from my bank and said nothing could be done. She called my bank directly, and they confirmed no such charge existed and that they dont charge companies fees like that. When my daughter called back, she told them we didnt appreciate being lied to and would file an *** complaint. Only then did the *** waive the . charge. Despite this, I stayed with Consumer Cellular for one more month. We later requested the unlock code for my phone. During that time, no one disclosed that the phone only works with an eSIM not the chat ***, not the phone ***. ** wasnt until much later that someone named ******** from the corporate office finally mentioned this ************* then, we had already spent four hours trying to unlock and use the phone with a new carrier. We removed the eSIM, inserted a new SIM card, and followed every step, but nothing worked. Eventually, the option to re-enter the unlock code disappeared, and we couldnt even reinstall Consumer Cellulars eSIM. I had no choice but to buy a new phone. T-Mobile was also unable to transfer my number, so I permanently lost that as well. Then, Consumer Cellular emailed me bogus charges and threatened to send the bill to collections.. ***** *. responded "The account is currently suspended due to non-payment. The total balance on the account is $53.16, which is for two invoices in the amount of $26.58 each. The first invoice of $26.58 was generated on 3/17/2025 and was for the billing period from 2/15/2025 to 3/14/2025 and was due on 4/4/2025. The second invoice of $26.58 was generated on 4/17/2025 and was for the billing period from 3/15/2025 to 4/14/2025 and was due on 5/4/2025" While they did eventually close the account and remove the charges, theyve done nothing to address the financial loss I suffered including the cost of a new phone and the loss of my number.

  

  Business Response

  Date: 05/10/2025

   
  
  May 10, 2025
  
  BBB 23303584
  **** ****** (#XXXXX8963)
  
  
  Dear BBB,
  
  Thank you for contacting us with **** Safadis complaint and allowing us the opportunity to respond. 
  
  We apologize for any confusion concerning the payments made or any fees applied to the account balance. On 3/10/25 the customer contacted us regarding the suspension of their account, and we explained the amount due was for an earlier payment of $21.26 that was returned by the bank, and a $25 returned payment fee. We also explained that the fee applied is to offset the fees our bank charges us for the returned payment, much like a bounced check. As a courtesy, we have waived the return payment fee for **** ******. 
  
  We are sorry to hear the customer did not have success when using their Consumer Cellular device with a new provider, and for any frustration this has caused. We have verified that the Consumer Cellular IRIS Flip phone, the most recently active device on the account, has been carrier unlocked. However, we cannot guarantee device compatibility with service from other carriers. Additionally, the Consumer Cellular IRIS Flip is an e-SIM only device and does not have a location to install a physical SIM card. 
  
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. 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 we did not receive a request to cancel, the account has remained active and continued to accrue charges. Additionally, as the mobile number has been active, it would be transferable to the customers new provider. 
  
  We have contacted **** ****** regarding their concerns and spoke with ****** ****** on their behalf. During our discussion on 5/5/25, the customer informed us they would not like to continue with transferring their number, and we cancelled the account at their request. ****** ****** agreed to a credit of $53.16 to clear the balance from the account. This has been applied, bringing the balance to $0.00. 
  
  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: 05/10/2025

   
  Complaint: 23303584
  
  I am rejecting this response because: this message doesnt solve my problem of having to buy a new phone and also there is a spot in the Iris phone they mention for a physical SIM card. If no refunds are issued. I will be filing a small claim suit. My daughter already filled out the form for me.
  
  Sincerely,
  
  **** ******