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:05/13/2025

  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,
  
  **** ******

• Initial Complaint

  Date:05/07/2025

  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 was a customer of ********************** from March 2023 to November 2023 and I had the absolute WORST service that you could imagine. My phone was dropping calls left and right, I had more SOS Only showing than signal. When I finally had enough and wanted to cancel, they put me through h*** in refunding me the money they charged my credit card after I sent them a personal check to settle the final bill. Fast forward to now and they keep sending me c*** mail asking me to come back. I wouldnt return to CC if they were the last carrier on earth.I DEMAND they remove me from their mailing list or they could be facing an harassment complaint and lawsuit.

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  
  BBB #******** 
  *********************** (#*****5158)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding Santo Muranas complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by this issue.  We have removed our former customer from all mailing lists and verified that their information does not exist in our marketing system. It can take 2 weeks for all our systems to be updated and mailings to stop.
  
  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: 05/16/2025

   
  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.
  

  Ill take your word for it but this better not happen again or further action will be taken.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/07/2025

  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.

  They Won't Refund My Money For Returned Refused Delivery of merchandise They keep saying it's being processed Every *** says something different They keep telling me it'll be deposited in to my account by the end of day I have waited for over 18 days I'm disabled senior citizen on a very tight budget due to dialysis treatments 3 times a week..I swear they're trained to lie to people I NEED MY REFUND In order to replace phone that blew up and current supplier won't cover warranty or otherwise I guess when it rains it pours It shouldn't take this long to check out an unopened return and process a refund.. Especially since they've had it since APRIL 17th which was signed for by them I think they should be investigated for their treatment of potential customers..I've read very negative reviews about them And feel this should be Brought to the public attention so they don't experience the same ..

  

  Business Response

  Date: 05/10/2025

  May 10, 2025
  
  
  BBB File No. 23296916
  ****** ******** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ****** ******** established service with two lines of service on 4/06/25. When signing up for service online, they purchased the Consumer Cellular **** Easy Flip and the ******* Galaxy A36 5G using EasyPay.
  
  ******* is an interest-free financing option available for eligible customers. A small down payment plus the total taxes is required at the time of purchase, and payments are then made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement,accepting the number of payments and the terms and conditions of the agreement.
  
  As Consumer Cellular uses ****, all shipping charges are directly paid to **** to cover mailing costs and, as a result, are non-refundable. As an alternative option, customers can purchase equipment at our retail partners such as ****** of ********
  
  The down payment plus the associated taxes for the full sale of the **** Easy Flip was $14.52. The down payment plus the associated taxes for the full sale of the ******* A36 5G was $28.11. As these orders shipped together, there was a non-refundable shipping fee of $17.00.
  
  Ms. ******** opted to cancel service and set up a return for both phones on 4/11/25. The devices were received back at our warehouse in *******,** instead of ********, **, which caused a delay in processing the devices for return. On 5/07/25, a credit of $42.63 ($14.52 for the **** Easy Flip and $28.11 for the ******* A36 5G) was issued to her credit card. Sadly, the $17.00 shipping fee is not eligible for refund.
  
  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: 23296916
  
  I am rejecting this response because:

  Consumer Cellular lied, About The Merchandise Return .It was refused ************** Because it didn't Arrive On Time Of No Fault Of Mine Their Responsible For Not Keeping Their Word  Of Delivery...So I don't feel i should have to pay for postage ...When what came about is Due To Them And Now They have the gull to email me asking to come back as a customer I was never a customer  I appreciate your time and effort to resolve this issue  They should not be able to do this because as mentioned Circumstances that happened were of no fault of mine .Wondering Just how many  others they've done this too a potential customer.. Policy Shouldn't pertain to a potential customer due to their lack of professionalism...

  Thank You 

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

• Initial Complaint

  Date:05/06/2025

  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.

  We canceled our service with Consumer Cellular on April 9, 2025. We subsequently received a final invoice for services used during your final billing period up until the day service was canceled. But the invoice charged us for services through April 16a week beyond our cancellation date. When we called customer service, a ********** told us that they had adopted a new policy of charging for the entirety of a billing cycle on April 2, just a week before our cancellation. The ********** admitted that there was no way we could have known about the new policy, as it was not sent to us or available on their website, and admitted that the language on our invoice contradicted the new policy, He then suggested that they were enforcing the policy to punish us for canceling our service without negotiating with them. A second ********** apologized for the first and also admitted that we could not have known about the new policy and that the invoice contradicted its terms. But he said that neither he nor anyone else with customer service could resolve the situation and suggested we send a letter to the corporate office. We want our final invoice prorated.

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  
  BBB File No. 23296756
  ****** **** (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 Section 1.2 of our Wireless Customer Agreement (WCA), Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your Services until the end of your billing cycle, unless you transfer the Number for your Service to a different carrier prior to the end of the billing cycle.
  
  This information is also available on our website under Help, Support & FAQs; "If you cancel your service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final *********** will continue to have access to your services until the end of your billing cycle, unless you transfer the number for your service to a different carrier prior to the end of the billing cycle."
  
  Mr. ****** Kings account was cancelled on 4/09/25, when his number was transferred to his new service provider. His final invoice is $47.00 and is for the final billing cycle of 3/17/25 4/16/25.
  
  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: 05/09/2025

   
  Complaint: 23296756
  
  I am rejecting this response because the explanation provided by Consumer Cellular to justify its charge of $47 through the end of the billing cycle is in direct contradiction to the plain language of the invoice. A copy of the invoice was attached to the initial complaint filed with the BBB and may be referenced by the provider. The pertinent parts of the invoice, which is titled "Final Invoice" reads as follows: This invoice is for services used during your final billing period up until the day service was canceled. (Bolded language was bold on invoice.) All parties agree that service was canceled on April 9, and the plain language of the invoice provided by Consumer Cellular states that the invoice is for services used up and until the cancellation date of April 9. My request to have the invoice prorated is in keeping with the plain language of Consumer Cellular's invoice. If Consumer Cellular wished to bill until April 16, it had the opportunity to make this explicit in its invoice.

  Consumer Cellular had additional opportunities to make this policy more plain. In trying to pay the invoice on May 6, we spoke with three customer service representatives. Each referenced the policy that Consumer Cellular referred to in its reply to our complaint. Each also said that this policy went into effect on April 2, one week before we canceled our policy. None of these representatives could direct us to where this language was located on the website, although I have now read it based upon the provider's reply to my initial complaint. They also noted that we received no notice of this new policy, either by phone when changing our carrier or by mail or electronic mail. Since the policy went into effect on April 2, 2025, I do not believe that any Wireless Customer Agreement we signed or agreed to included the language that Consumer Cellular now asserts is in its WCA Section 1.2. 

  Regardless, the attempt to collect payment for an entire billing cycle contradicts the plain language of the invoice. The company admitted that they did not promote the policy change that went into effect one week before our cancelation. The invoice notes (in bold letters, no less) that the bill is for services used "up until the day service was canceled;" the company's own customer service representatives, including two supervisors, admitted that the invoice language contradicts the company's new policy. The amount in conflict is not large. Consumer Cellular should abide by the terms of its own invoice and prorate the final bill "up until the day service was canceled." This is not an attempt to seek an accommodation. This is asking Consumer Cellular to honor the plain language of its invoice. 

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

  

  Business Response

  Date: 05/24/2025

  May 24, 2025
  
  BBB File No. ******** Rebuttal
  ****** **** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. On 8/15/24, we updated our Wireless Customer Agreement (WCA) to reflect an update that we made to our billing policy. When an account or a line is cancelled, the customer will be billed through the end of the current billing cycle. While the *** was updated with this information on 8/15/24, this change did not take effect until 4/02/25.
  
  To resolve this issue to the customers satisfaction, we have stepped outside of this policy and applied credits totaling $29.48 to the account. On 5/23/25, Mr. ****** **** paid the remaining balance of $17.52 and the account is now paid in full. Mr. **** 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 ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 05/24/2025

   
  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:05/05/2025

  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.

  I "ported out" (cancelled service) my phone ************* from Consume Cellular (CC) on Mar 26, 2025. CC is now charging me for their full billing cycle of 3/24-4/23/2025 even though I was using CC only for three days of that cycle, 3/24-3/26. This is unfair! When I called CC on 4/16, the *** *** told me I should have been advised about their full charging policy when I requested the port out on 3/26. But the *** who helped me on 3/26 with the port out did not advise me of CC's full charging policy. *** advised me to contact ***************************************** ******* *. with CC billing ***lied to me by email on 4/18 that "Consumer Cellular does not bill in advance, we bill in arrears like most utilities, so for services used from 03/24/2025 through the cancelation date of 03/26/2025, the charges are valid for the three days it was active for the billing date of 3/24/2025-04/23/2025. After that, it will fall off and you will be billed for one line as normal." ********* statement led me to believe that I will be charged only for three days not 30. But the bill shows charges for all 30 days.I called ************* on 5/5/2025 to get the bill adjusted. But ****** the *** who took my call, said that is not possible and CC's policy is to bill for all 30 days even if the customer uses their service for just one day. This is unfair! A large portion of CC's clients are seniors like myself who need clear explanation of CC's policies at crucial times like line port out or service cancellation. They failed to do that with me. Had they explained their policy, I would have postponed my port out to the end of the billing cycle rather than the beginning.I hope BBB can get CC to reverse the unfair charges for the 3/24-4/23/2025 billing cycle and influence CC to retrain their ***s to adequately advise clients about consequences during port out.Sincerely,**** *******

  Customer Answer

  Date: 05/08/2025

  I got the below email from Consumer Cellular notifying me that they are prorating my last bill only for the days I was with Consumer Cellular.

  The email does not say anything about training their customer **** about notifying customers who "port out" about how the timing of the "port out" affects their bill. But I suppose that is too much to ask.

  
  

  Thanks a lot to you and BBB for helping resolve my complaint with Consumer Cellular!~

  
  

  Regards,

  ****