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

  7204 SW Durham Rd Ste 300 Portland, OR 97224-7574

  
• 

  Consumer Cellular

  PO Box 45859 San Francisco, CA 94145-0859

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:11/02/2025

  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.

  Name: ******* ****** Phone:************ Attempt to transfer/port mobile phone number from consumer cellular to boost mobile. 10/17, Boost tech attempted to port and entered incorrect numbers. 10/21, Boost tech reattempt porting and contacted c.c. to manual port . No port received by boost. 10/22 thru 10/27, daily calls to Boost incident managers that included three 3 party calls to consumer cellular. Each time consumer cellular **** insists that number has been ported . 10/28, call to Boost incident manager (******) did a search of the history of movement of the number. It indicates that the number is presently at code 6214 which is consumer cellular. Another 3 way call involved a lot of time as the consumer cellular agent acting as a messenger to and from consumer cellular porting *****and refusing direct access. Consumer cellular porting ***** agreed to open a ticket and investigate. Promised to phone contact in 24 to 72 hrs. Upon my request they would not provide the ticket number for my reference . 5 days have passed and I not received any communication from consumer cellular.

  

  Business Response

  Date: 11/03/2025

  November 2, 2025
  
   
  BBB #********
  ******* ****** (#*****5074)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that ******* ******* might have experienced when attempting to port their phone number from Consumer Cellular to ************* We contacted them and reviewed the phone line details. When ************ attempted to port the number to them, a communication issue arose between their system and ours. We have cleared all coding on the phone number and advised them to have ************ attempt to port the phone number over to them again.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/03/2025

   
  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,
  
  ******* ******

  Customer Answer

  Date: 11/05/2025

  Name: ******* Dillon 

   

  Complaint #: 24096381

   

   

  Contact  from consumer cellular.  It took 2 more porting requests but the number was finally released by consumer cellular and porting was completed 

   

  ******* ******

  Pump Specialist

  Bay Valve Service

  O: *************

  C: *************

  
  

• Initial Complaint

  Date:11/02/2025

  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.

  My customer account was #********* closed earlier this year so by this time I should have received the credit that I had on it when I closed it.Looking online several others have complained literally about the exact same thing. It doesn't sound like very professional business with their customers.Anyways, can I get a refund for the credit amount that is owed to me please?When I closed that account, it was because I literally didn't have signal on the 2 phone lines I had. Nothing was actually wrong with my phone either because I still have them. I thought how strange that it's both phones literally with no signal.I literally paid a lot too hundreds in advance for both phone lines, and closed it after seeing how strange that both phones lost signal. ************ ************ I've been due the refund for several months now.

  

  Business Response

  Date: 11/04/2025

  November 4, 2025
  
   
  BBB #********
  ****** ***** (#*****7312)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that ****** ***** might have experienced in getting their refund. We contacted them and they advised that the complaint was a misunderstanding and that they had no issue to address.
   
  We confirmed that a refund check for $390.34 was issued on 7/26/2025. We also confirmed with our financial team that the check had been cashed by them.
   
   
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/04/2025

   
  Complaint: 24095411

  Nov 4, 2025
  I am rejecting this response because:

  What is going on with Consumer Cellular in not properly refunding the government-funded utility cards??  

  When did I receive and cash  a refund check as they're saying?? 
  I never received or cashed a check from Consumer Cellular in the amount of $390.34 dated for 7/26/2025.

  This was never received. T

  But to say that the check was actually cashed when this never happened sounds like we need to contact the ***, and not only the BBB.
  Because this means that all of the other customers are really telling the truth. Especially in not getting their refunds. I never received a check. Yet to say that it was also cashed is a horrible lie with the intention of theft from government-funds.
  The payments I made to my Consumer Cellular account were via a government utilities card which also never showed a refund amount either. I think this should all be reported to the *** because this much is going into theft & fraud from the government.

  Someone from Consumer Cellular is steadily robbing certain customers and even seeming to be getting away with pocketing these supposed refunds that these customers never received.

  I never received any refund and this dates as far back as July. So wow. This is bold to have swindled so many who were using their utility cards to pay bills, including Consumer Cellular invoices that eventually were pocketed and never refunded, as others have also complained similarly.

  No, I didn't receive this refund that Consumer Cellular has claimed was actually cashed. And apparently, neither have the many other people who have complained about this as well.

   It'sawful. So shocked at the terrible lie when stating that I actually cashed a $390.34 check for which was never received. It was never cashed, nor was ever deposited into my bank account.

  What verification & proof shows that a $390.34 was received via a refund check?

  None of my past bank statements that date as far back as July 2025 reflect this at all. There is an obvious lack of professionalism when it's this many people reporting the same fraudulent behavior.

  To abuse government funds this way, merits notifying the *** and ***. They should certainly be notified as it pertains to government funds.

  Thank you BBB and your service to our community.

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

  

  Business Response

  Date: 11/19/2025

  November 18, 2025
   
  BBB #********
  ****** ***** (#*****7312)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that this refund might have caused ****** *****. We have had no contact from them. Due to not having a contact phone number for ****** *****, we had sent an email. As advised in our last response, we have confirmed that we sent them a refund check for $390.34 on 7/26/2024, and the check was cashed on 8/6/2024.
  

  We have attached the check we had sent to them.
   
  Sincerely,
   
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 11/20/2025

   
  Better Business Bureau and also Consumer Cellular :
  

  Complaint ID ********, should have never been submitted.
  

  I owe Mr. ****** *. of Consumer Cellular the most sincerest apology. 

  I am genuinely sorry and was confused about which year. 

  Back in August 2024, I most certainly cashed a check for $390.34. 

  Mr. ****** *. was in no way mistaken and I truly am sorry. I actually checked into it using the wrong year. It was back in 2024, not 2025.. I feel horrible in the realization that many customers complain and that my complaint was completely invalid. Please forgive me. It was completely a waste of your time.

  I wasted your time in having to pull up a year-old transaction which I believe should earn Mr. ****** *. a total of 5 crowns. For patience, tolerance, intelligence, diligence, and a coexistence with the brainless kind.

  My complaint was so unnecessary and was totally a waste of time for Mr. ****** *. of Consumer Cellular, as well as for the honorable BBB staff of which I regret.

  I don't deserve to breathe. My personal oxygen supply should be cut off immediately.

  But I sincerely hope that you overlook the only 2 functioning brain cells, as well as all of the trivial issues that having only 2 brain cells will cause. 

  It's the same as going on a trip and accidentally leaving one luggage bag at home. But swearing up and down that someone took it!!

  I don't deserve a place here on earth, as I should be chucked inside of a steel iron vault and then rocketed into the furthest region of space.

  But truly, I should immediately go to a hospital to get CAT scans and MRI's. Especially in my delusions of a non-existent complaint.

   My life from here on, ought to be hit with daily calamities, wretched weather, pets that bite the hand that feeds them, as well as abducted by aliens for excruciating human studies.

  And the inexcusable audacity of the following :

  "What refund check?? I never received it!!'

  A bold-faced lie of that sort merits me to be thrown down a long flight of stairs, where I face a complete understanding of the paraplegic.

  I do hope you will pardon me and I hope you have a joyful life. Much love to all of you and your families.

  I hope Santa ***** accidentally visits you on Thanksgiving.

  Because he'd have to come back again for Christmas and twice as much you shall receive.

  My sincerest apologies,

  Sincerely, Angel 

   

   

• Initial Complaint

  Date:11/01/2025

  Type:Order 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.

  Was billed for a service we did not receive. Canceled our phone contract on 10 Oct 2025. And was billed on the 28th of Oct 2025 for 30 days because the billing cycle will not be pro-rated. We switched to Spectrum on 10 Oct 2025 and notified Consumer cellular but they did not cancel our contract on 10 Oct 2025. And we did not use there service. Consumer cellular said we still have to pay because they do not pro-rate. Thanks

  

  Business Response

  Date: 11/11/2025

  November 11, 2025
  
  BBB #********
  ****** **** (#XXXXXX9976)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what ****** **** experienced. 
  
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled, it will be billed until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement. 
  
  While we understand that this is not the resolution ****** **** was hoping for, our stance remains unchanged. Unfortunately, a refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and industry standard. 
  As the customer ported their numbers to a different provider and the account was electronically canceled, we could not set the proper expectations verbally. At the time of any verbal cancellation, our customers have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the expectation is set that the customer is billed through the end of the billing cycle in which their request to cancel was received.
  
  As we bill in arrears, the amount taken on 10/28/25 is valid for service provided from 9/09 to 10/08. While we cannot prorate the final billing cycle, we were able to provide a rerate credit to compensate for the minimal data usage during the final cycle. Instead of being charged for *************** the account is only being charged for our 1GB plan. The final amount of $52.45 is due 11/28/25 for service provided from 10/09 to 11/08. For immediate assistance with paying the final amount, ****** **** can contact customer service at ************ or use our live chat feature at **********************************************.
  
  Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 11/11/2025

   
  Complaint: 24094858
  
  I am rejecting this response because: We personally contacted Consumer Cellular on 10/10/2025@1:30 PM est: by phone and request a disconnect at that time using and office phone in the **************** The customer service person with ********************** transferred us to there Supervisor and the Supervisor ask us why we're changing phone carriers and we said we're bundling our service with Spectrum to add security camras and the Supervisor said they understand why we're switching carriers and would disconnect our service immediately. After 10/10/2025 We felt taken advantage of to find our phone bill was recurring as if the conversation had not taken place. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/01/2025

  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.

  I, **** *****. Received a new phone, in September. Consumer Cellular couldnt activate the phone because the *** card was bad, received another sim card that was bad, also.I have was with Consumer Cellular for 4 years without any problems. still hasnt received my *** card.September 22, 2025, canceled my phone service with consumer cellular on October 15th 2025. Consumer cellular charged my credit card on November 1st 2025 for payment.I dont think that is fair, I was without a phone for almost a month. I think its only fair, I get my money back Thank You Mr. **** *****

  

  Business Response

  Date: 11/05/2025

  November 5, 2025
  
  BBB #********
  **** ***** (#XXXXX2576)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what **** ***** experienced. 
  
  The account was cancelled as requested on 10/15/25. 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, we are happy to step outside of policy due to the recent SIM card issues **** ***** experienced. We have waived the charges for service from 10/12 to 11/11. The account now has a zero balance, and nothing will be due going forward. The $23.85 paid 11/01 remains valid for the service provided from 9/12 to 10/11; during which 273 minutes were used.
  
  If anything changes in the future, we would love to work with **** ***** again. Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:11/01/2025

  Type:Customer Service 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.

  Couldn't access voicemail account - I am locked out of. Following instructions from the first ****, I rebooted the phone. This did not resolve the problem. He instructed me to dial an access number; which is another voicemail number and told me to follow the directions. This was to setup another voicemail account. Not explaining why I had to do this I complied. I asked him if I still have access to my voicemails, he responded with yes and also gave me instructions on which buttons to press to access my voicemails. Call soon ended. When I called this new number voicemail system said I have no messages. I called again. The second ******** service **** asks what the previous *** did, what did he have you do. She stated that she doesnt know what he did because he made no entries on what he done nothing on what was done. She explained that there was a voicemail change by **** and that Consumer Cellular has no control over this. She was quick on passing the blame and responsibility on to ****, and ***eated this throughout the conversation.

  

  Business Response

  Date: 11/04/2025

  November 3, 2025
  
   
  BBB #********
  **** ******* (#*****0990)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that the voicemail feature being reset might have caused **** *******. We contacted them and reviewed the previous troubleshooting steps taken when they became locked out of their voicemail. Consumer Cellular utilizes AT&T towers to provide service, and a recent update made by AT&T to those towers caused the voicemail box to become inaccessible.
   
  Despite our efforts to troubleshoot and regain access to the voicemail box, we were unsuccessful. As a result, we assisted the customer in resetting their voicemail box. Please note that when a voicemail box is reset, all existing messages and settings are permanently deleted. The customer will need to set up their voicemail box again to resume use.
   
  Unfortunately, we are unable to recover any voicemails that were deleted during the reset process. We apologize if they werent given full expectations on the voicemail reset process. With the error they were experiencing and all troubleshooting attempts made, a reset was the only way to get them access to use voicemail properly.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/31/2025

  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.

  Our cellular service with Consumer Cellular was cancelled with 13 days left in their billing cycle. They did not credit us or prorate for these days, nor were we advised that they would not credit or prorate when we canccelled on 9-22-25. They charged a full month rate, closed out access to online account (so I could not view the statement). The ** app showed they still had our service "connected", while the person we spoke with (*** on 10.31.25) said it had been cancelled on 9/22. I requested a credit for the days and was told by *** that no credit would be given. We were then passed to a supervisor named *****. She said it is an "industry standard" for cellular companies to not give credit back

  

  Business Response

  Date: 11/08/2025

   
  
  November 8, 2025
  
  BBB 24090066
  ****** ****** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration regarding the billing on the customer's account.
  
  ********************** bills in arrears for monthly service and usage, similar to how utility companies operate. As a postpaid provider, our service is offered on a month-to-month basis and remains active until a cancellation request is submitted or the number(s) are transferred to another carrier. The account stays active through the end of the billing cycle, and customers may continue using their service during that time. Final billing reflects the full billing cycle, which is consistent with industry standards.
  
  This policy is outlined in our Wireless Customer Agreement (WCA), available on our website under Support & FAQs. Specifically, it states: 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.
  
  Additionally, online account access is only available for active numbers. If there is no active number on the account, access becomes restricted.
  
  We have reached out to ****** ****** to address their concerns. We sincerely apologized for any inconvenience and clarified that no refund or credit will be issued, as the final charges are in accordance with our billing policies and service agreement.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  
  

• Initial Complaint

  Date:10/31/2025

  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 ordered consumer cellular as ******** was getting to expensive. I signed up and started porting my numbers. I had nothing but problems. I couldnt get internet, I couldnt make some calls. Numerous calls to consumer and tmobile to work it out. ******** wanted me back so I went back the same week and consumer cellular refused to port my numbers back so I didnt have service for several days. Now a couple months later I am getting billed $122.92 for service I never had. They are obtuse in crediting my account.

  

  Business Response

  Date: 11/04/2025

  November 4, 2025
  
  BBB/24089157
  ******** ******* (#*****7797)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have made multiple attempts to reach the customer to discuss their concerns, but have been unsuccessful in connecting with them.
  
  We regret to hear about the customer's experience and appreciate the opportunity to clarify the situation.
  
  The customer signed up for service with ********************** on 7/31/25. They contacted us the following day, 8/1/25, to cancel their service. This action updated their account status from 'new customer' to 'returning customer'. When the customers reinstated their account on August 29, 2025, they no longer qualified for our Risk-Free Guarantee, which is available only to new customers.
  
  As part of our Risk-Free Guarantee, new customers may cancel their service within the first 30 days (or 45 days for ****/**** members) and receive a full refund of monthly service charges and one-time activation fees, provided their data usage does not exceed 500MB.
  
  Unfortunately, after reinstating service, the customer did not complete the port-out process or request cancellation. The account remained active and was suspended on 9/22/25 due to non-payment.
  
  As a one-time courtesy, we are applying the Risk-Free Guarantee to the period of 7/31/25 to 8/30/25, and the account balance of $122.92 has been waived.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:10/30/2025

  Type:Order 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.

  After switching to Metro by T-Mobile on Sept 9th 2025 Consumer Cellular my previous ***************** charge $42.13 of Service I didn't have after Switching to Metro by T-Mobile & then on October 7th charged $39.47 for a total of $81.60 plus any interest that was lossed from that money not being in my account - I called ***************************** said I owed back month Service which is untrue because I was on Auto-Pay & never behind in the 5yrs I was with Consumer Cellular

  

  Business Response

  Date: 11/04/2025

  November 4, 2025
  
  BBB File No. 24088178
  ***** ***** (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, similar to how utility companies operate. As a postpaid provider, our service is offered on a month-to-month basis and remains active until a cancellation request is received or the phone number(s) are transferred to another carrier. The account stays active through the end of the billing cycle, and customers may continue to use their service during that time. Final billing reflects the full billing cycle, which aligns with industry standards.
  
  Additional details regarding our billing practices are available on our website under Support & FAQs and states: "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."
   
  On 9/06/25, Mr. ***** made a payment of $42.13 via ******* for services rendered from 7/17/25 through 8/16/25. His account was canceled on 9/09/25 following the successful transfer of his line to a new service provider. The final invoice, covering the billing cycle from 8/17/25 through 9/16/25, was issued on 9/19/25 in the amount of $39.47. This payment was processed via AutoPay on 10/06/25, and the account is now paid in full.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:10/30/2025

  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 dad died. He has a $170 bill outstanding. Consumer Cellular wont unlock the phone so It can be donated. The phone is worth $60 but I want to give it to a homeless shelter.

  

  Business Response

  Date: 11/06/2025

  November 6, 2025
  
  BBB File No. 24083303
  ******* ****** (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; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the end of the billing cycle.
  
  ******* Jamroks account was suspended for non-payment on 4/12/24 and subsequently cancelled on 6/11/25. As we did not receive payment for services provided through the cancellation date, the account was transferred to the collection agency **************************** (***) on 6/18/25. When an account is moved to ***, the entire account - including the balance owed - is transferred. For all payments, arrangements, negotiations or questions about the balance, they will need to contact PCS at ************** as Consumer Cellular no longer owns this debt.
  
  Consumer Cellular phones are designed for our service and are locked for use with our network, which is standard for carriers nationwide. Phones purchased from Consumer Cellular can be unlocked after 30 days of active service as long as all other requirements are met. This includes the account being in good standing with no past due amount and the phone purchase price has been paid in full. In order for the device to be eligible to be unlocked, the balance with PCS will need be paid in full. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 11/06/2025

   
  Complaint: 24083303
  
  I am rejecting this response because: ******* ****** ** is dead. He died early 24. We just want the phone unlocked to donate. Im not paying the balance due to donate a phone that is worth $60. Unlock it and Ill donate it. No matter what nobody is getting paid. What horrible people. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:10/27/2025

  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.

  Contacted Consumer Cellular after viewing their TV commercial. Was Told my bill would be ***** per month, and the second month would be free.I just recaived my first paper bill (2nd month bill) which was confusing. I called Consumet Cellular to Inquire.I was told my monthly rate is now $40.00 and the -$20.00 shown was my 2nd month discount (not "free" as I was told). And, "my next months bill would be $55.18" not the originally quoted $*****. I commanted; "this is *************** The *** agreed Also, there was no breakdown of what my original payment of $78,18 covered, beyond "a prorated amount".Again, even their *** at ************ agreed it seemed like a "Bait& Switch"

  

  Business Response

  Date: 11/01/2025

  November 1, 2025
  
  BBB File No. 24069856
  **** ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. **** ***** initiated service on 8/16/25 with two lines of service during our 2nd Month Free promotion. This offer provided a credit for the base service plan only and did not include additional lines. Mr. ***** received a $20.00 credit for the Unlimited Talk, Text, and 1GB base plan on his invoice dated 10/17/25. For his convenience, we have provided copies of his invoices for review.
  
  Mr. ***** selected the Unlimited Talk, Text, and 1GB plan at $20.00 plus applicable taxes, along with an additional line at $15.00 plus tax. During the setup process, the phone number intended for the Wireless Home Phone Base was entered incorrectly. This error was identified on 8/20/25, and the incorrect number was subsequently cancelled and replaced with the correct one. Unfortunately, the cancellation was not backdated as it should have been, resulting in an unintended charge. We sincerely apologize for this oversight.
  
  To rectify the issue, a credit of $15.58 has been applied to Mr. ****** account to offset the charge for the incorrect additional line. As of 11/04/25, the remaining balance is $19.60. Moving forward, Mr. ***** will be billed $35.00 plus tax for two lines of Unlimited Talk, Text, and 1GB service. Based on his billing address, estimated taxes and fees will be approximately $17.75.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************