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:07/16/2025

  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.

  Tried to make the switch over the phone. Was told to wait for new Sim card. While waiting my phone was turned off. Was told I needed a pin number. Never could successfully aquire one. Kept being referred to a number that didn't wouldn't give me the pin. Every time I see their commercials with their lying actors I get ****** off. You get to speak to a human but there all brain dead. This company is a joke.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  BBB File No.
  **** ****** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. **** ****** established service on 12/04/23 opting to transfer their number to Consumer Cellular. On 12/09/23, the port-in request was extended to 12/25/23, as they had not received the *** card and. Mr. ****** was advised on that call that we would need the transfer PIN from the current service provider to transfer the number to Consumer Cellular. When Mr. ****** advised us on 12/11/23, that their current provider had disconnected their service, they were advised that the line must be active throughout the transfer  process. Per their request, the account was cancelled on 1/08/24 and all charges were waived.
  
  We apologize for any offense caused by our commercials, as that is certainly not our intent. Our commercials are intended to grab your attention or pique your interest, but certainly not to offend. We have forwarded Mr. ******* concerns to our marketing team for consideration. We do appreciate the feedback as we place heavy emphasis on our customers opinions as to how we may provide a better service to them.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/16/2025

  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.

  Hello, I have the same concern about the lack of pro-rating my final bill with Consumer Cellular. My last billing cycle was from 5/25 to 6/24 and my phone was damaged on 5/27, so I used the service for only 2 days out of 30 yet I was charged for the entire month at $38.23. I am happy to pay for my two days of usage and do not understand why the bill can no longer be prorated. The only answer provided was it's just what all the major carriers do. I reached out to the executive team via their website a month ago and did not hear from them until I filed a complaint with the ***. I received the same answer and refusal to prorate my bill along with a past due notice on the actual due date and threat to send to collections. As a customer in good standing for several years I have paid the balance but see this as bad business practice and gouging especially for a company that markets to seniors as providing service unlike the big carriers. I find their lack of resolution unsatisfactory and hope multiple complaints will eventually reach reasonable ears or trigger a class action suit.

  

  Business Response

  Date: 07/16/2025

   
  
  July 16, 2025
  
  BBB 23607006
  ***** ***** (#XXXXX9169)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on ***** ****** account. 
   
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Service 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. These expectations were set verbally when the customer contacted us on 6/2/2025. When ***** ***** requested their transfer information, it was explained that the customer would be charged through the end of the billing cycle in which their request to cancel was received. As such, the final charges of $38.23 for service during the last billing cycle remain valid; no credit or refund will be provided.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:07/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I read some of the other recent complaints. 3 of them are in general terms similar to my grievance. My mother and myself shared a family plan of one kind or another since 2018 with CC. She paid for the account, and it was in her name. On May 08, my mother died. So I was monitoring her email, bank app etc for a a year or so because she was starting to have cognitive issues. After her death an email came to her gmail account from ** about an upcoming due invoice. It was paid by an auto pay arrangement my mother had with CC. However during the next billing cycle my mother's bank froze all of her accounts. I needed to contact all of the utility companies and basically any institution that had an auto pay arrangement with my mother. It was my feeling at the time that this should include CC. I knew their next auto pay attempt would be declined. I initially called CC about the matter around the 18th of June 2025. I was planning on canceling my mother's family plan account and open a single line account for myself. I was informed that day that I would be required to keep the same account and account number. She asked to upload a death certificate of my mother, and a copy of both sides of my driver's license. After a couple of days I submitted the documents by email. In the meantime I get a bill for $81.89 in my name on the same account. Granted..please understand that I certainly did not ask to take over my mother/s CC account. When I called the company of whom I had set up auto pay with I asked why I immediately received this invoice? I was told because it was a balance due on my mother's account because they stopped prorating their accounts effective April of 2025. We were not notified of this change. I asked for the dates of the billing cycle the charges were for? The customer service *** said from a date in April ending on May 17 if I remember correctly. I informed the man that the account was not in my name at that time. They want me to pay my mother's last bill. not

  

  Business Response

  Date: 07/16/2025

  BBB 23606206
  ***** ****** *** (#*****4267)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is sorry to have learned of the passing of ****** ******. We would like to express our sincere sympathy during this difficult time. We spoke with Mr. *** and discussed their concerns with them. The customer notified us of the previous account holder's passing on *** 20, 2025. During this conversation, they were informed of the necessary information they would need to send to our billing department so that they could take over the account. It was also discussed that they could schedule the cancellation of their mother's phone number to coincide with the end of the current billing cycle, which is on *** 27, 2025.
  
  When our billing department received the necessary information to change the financial responsibility of the account to Mr. ***'s name on *** *******, a member of our billing department contacted them on *** 24, 2025, to assist in placing the account in their name. During this process, the new account holder must agree to pay all past due balances and submit to a credit check, which they did. Mr. *** contacted us again on 05/30/2025, expressing their concerns about their recent invoice that was due on 06/17/2025. The invoice was for the billing period from April 28, 2025, to *** 27, 2025, and was posted on *** 30, 2025. It would then be due on June 17, 2025, for $81.12.This invoice included charges for unlimited talk, text, and data for two phone lines before taxes, fees, and applicable discounts.
  
  We explained that the balance differed from previous balances because there was no longer a promotional discount for being on the **** 55 for 2 unlimited rate plan, as their mother's line was disconnected at the end of the billing cycle on *** 27, 2025. As a courtesy, we applied a credit of $6.74,which lowered this total invoice balance from $81.12 to $74.38.
  
  We also explained that Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; our service is offered on a month-to-month basis. 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, a final bill is issued through the end of the current billing cycle.
  
  As Mr. *** requested to close their account on June 12, 2025, they had a final invoice for the billing period from *** 28, 2025, to June 27, 2025,which was posted on June 30, 2025, and is due on July 17, 2025, for $34.53.This invoice included charges for unlimited talk, text, and 1 GB of data for one phone line, before taxes, fees, and applicable discounts.
  
  Mr. *** agreed to a payment arrangement to extend the total balance of $108.91, which is due on or before July 31, 2025. This will prevent further collection attempts until this date. Please be advised that if the customer fails to pay the balance of $108.91 by the scheduled payment arrangement date, the account will be subject to further collection attempts and/or late fees and may be turned over to a third-party collection agency.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an upgrade on my consumer cellular account. The upgrade was the ******** Razor phone. The phone was provided with an e-sim, so no physical sim was required. I got the phone, placed my old consumer Cellular phone next to it, and it transferred all my settings to the Razor. All good, so far. Examined the razor phone for 15 minutes, and found that it had more bloat in it, then a new Windows PC. I decided right then and there to send it back. When I tried to call **, I could not use either the Razor, or my old *******. I could not make a call. Then I had to locate a neighbor to use their phone. ** emailed me a ***. Then, believe it or not, they directed me to a Target store to pick up another sim card. Well, there is no Target store here, so they recanted and sent me to *******. In the meantime, T-Mobile was on the way, so I stopped there to get a new account. I could not get a new account there as I had a fraud alert on my *********** account. I went to *******, and got a ** sim card, and by this time I felt like **** *****, in the Out-Of-Towners. Got back home, borrowed a phone, gave ** the Sim Card number, and then they all of a sudden wanted to ask me several Identity questions. Most of them pertaining to addresses I had 20 or 30 years ago. Needless to say I failed that, and they did not let me reactivate my phone. I asked them, "is this what you do to customers who have been with you for nine years?" They said I could call tomorrow, and try the questions again. I called ***********, they asked me 3 questions, NOT SIX, and removed the fraud alert, and finally I got cell service with T-Mobile, at a higher price. This affair has taken me all day, loads of frustration, and cussing, from one moment to the next; silently of course. A week or so before all this, I saw on the ** website an ad for the ******* flip, for $1800. That cell does not come out until the 25th of July.

  

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  BBB 23605665
  *** ******** *****0976
   
  
  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 the customer experienced.
  
  We corresponded with *** ******** regarding his concerns about his experience while he was with us; we understand that the process Rik went through was extremely frustrating. After ensuring Riks device return had been processed,he confirmed that he wanted his Consumer Cellular account fully canceled. The account was officially canceled as of July 22, 2025. The closed account balance is $0, and Rik will not receive any further invoices from Consumer Cellular.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/23/2025

   
  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:07/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by H363137**3238313831H staff ********* F I tried to sign up for this service, but didn&#**;t have a credit card and they weren&#**;t able to give me the phones. But since then, 4 years ago, I keep getting mailers for you about the service. I have reached out a bunch to ask for you to the stop, and now it&#**;s coming in my wifes name. Please stop sending us your mail.

  

  Business Response

  Date: 07/22/2025

  July 22, 2025
   
  BBB #********
  ****** & ***** *******
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. Consumer Cellular has removed ****** & ***** ********* names and address from our mailing list.
   
  Please note that it may take 2-4 weeks for all our systems to be updated. It is possible that the customers may receive additional marketing materials while all systems are updated. If ****** or ***** ******* is a member of ****, they may receive promotional materials for our services through **** and will need to contact **** directly to be removed from their mailing lists.
   
  If anything changes in the future, we would love to work with them again. Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/14/2025

  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.

  On June 1st, I emailed Consumer Cellular requesting that my late mothers account, which included phone number **************, be transferred into my name. I provided her death certificate, a photo of myself holding my drivers license, my Lifeline account information, and instructions to cancel the other line. I believed my Lifeline benefit would cover my phone bill going *************, I discovered my account had been canceled for nonpayment. I urgently needed my phone restored to arrange transportation for medical treatment and, under duress, was forced to pay $184 to get it reactivated a serious hardship as I am on a tight budget and qualify for Lifeline.I recognize that I owed charges on my own line since June. However, I later learned Consumer Cellular does not participate in the Lifeline program, something they never disclosed to me at any point despite my clearly providing my Lifeline information in June. Had I known, I could have chosen a different provider and avoided this situation.Additionally, it appears I was still billed for my late mothers line, even though I had requested in my June email that it be canceled.Desired Resolution:I am requesting that Consumer Cellular:Remove any charges related to my late mothers line,Provide an appropriate goodwill credit or partial reimbursement given the lack of disclosure about Lifeline and the hardship this caused,And ensure my account is properly maintained going forward with only my line active.

  

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  
  BBB File No. 23600515
  ***** ****** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Once Consumer Cellular is notified that an account holder has passed away, we are required to transfer the account into another persons name or cancel the account as the account holder can no longer be financially responsible for the account.
  
  To transfer an account into another persons name, we are required to do a Change of Financial Responsibility (****), which changes financial responsibility to the new account holder. When processing a ***** the person taking over the account must pay all past due balances and must consent to a credit check to determine their financial approval.
  
  In order to process the ***** we must receive a copy of the death certificate or obituary along with a picture of the front and back of the drivers license/ID card for the person who will be taking over the account, along with a picture of the customer holding their ID. This helps limit fraudulent account takeover attempts.
  
  While typically we must receive these documents prior to processing the ***** when Mr. ****** contacted customer service on 7/14/******** fully verifying our customer including sending a one-time passcode to their phone, the representative processed the **** prior to the documents being received. As ****s are processed over the phone, the customer is required to verbally agree to the change of financial responsibility.
  
  We have spoken with Mr. ****** and apologized for the frustration and confusion caused by this situation. Mr. ****** assured us he sent the required documents via email along with his LifeLine plan ID on 6/01/****************, we did not receive his email.
  
  Consumer Cellular does not offer nor is partnered with the government programs for phones or services. We sincerely apologize if this was not clearly communicated. To assist with his monthly service fees, we have reduced his plan to Unlimited Talk, Text and 5GB for $25.00 plus tax. We have applied credits totaling $80.75 and reversed the $25.00 NSF. As well, we have advised Mr. ****** that we will apply a credit of $10.00 for six months. The first of these credits was applied on 7/22/25 and the account currently has a credit balance of $20.38, which will automatically be applied to the next invoice.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/14/2025

  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.

  I busted my phone back in April. I went to another company. I received a bill for over 100 dollars to pay off the phones we had. My wife left the account May 29th. Now they're still taking money from my account.

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  BBB 23599238
  **** **** *****2483
   
  
  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 the customer experienced.
  
  We understand **** ***** concern regarding the final bill of $55.18 that they paid. Consumer Cellular is a postpaid service; we provide active service and do not bill you for the service used until the following month, like a power bill.The balance of $55.18 was for the billing cycle 05/25/2025 - 06/24/2025;**** **** had used the service during this time. There are no applicable refunds for **** ***** account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2025, I called to have my **** 10 telephone (purchased in 2020 or 2021) UNLOCKED. I also had a ******* A12 account with CC. They requested a PIN number and my email address. I explained to them my identity was compromised in 2022 and that I had switched phone companies and changed my email address. They acknowledge an account in my name and know that both phones were fully paid for. In fact, I had the ******* A12 unlocked at that time and switched to *************** I did not think to have the **** unlocked at that time as I was not using it with another phone company. They refused to unlock the phone without a PIN number. I did a chat, I called a second time, same results. I still have the *** card showing the **** (***************) of the **** phone. On June 28, 2025, I wrote a letter to Consumer Cellular, ****: Executive Resolution, *************************************. With that letter, I sent attachments showing an image of the **** box and an image of the About phone showing the matching **** numbers and the telephone number associated with my account at that time. I also sent an image of the ******* A12 box. The letter explained my identity was compromised. I wrote "Your records shows the **** ***************) was fully paid for. In lieu of the PIN number, I am presenting an image of the actual phone itself. I need my phone unlocked." I included my current telephone number and email address in that letter as well. I mailed that letter with attachments on June 1, 2025 via Certified Mail. Tracking # **** 0710 5270 0785 6917 97. That letter also included a copy of the Retail Installment Contract, Dated 3/29/2022. It showed the Seller Consumer Cellular, *************************************************************************************, Buyer: ***** *****, **************************************. In spite of their security PIN requirement, they have NO RIGHT to keep my phone LOCKED after I presented evidence that this is indeed my phone still in my possession.

  

  Business Response

  Date: 07/13/2025

  July 13, 2025
  
  BBB #********
  ***** ***** (#*****5838)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration ***** ****** went through when attempting to get his device unlocked. We were able to contact ***** ****** and assist in getting his device unlocked. We provided them with the unlock code necessary for him to use his old phone with another provider.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 07/14/2025

   
  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.

  The phone is unlocked and working with another telephone service company.  

  BBB, please close this complaint.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/11/2025

  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 complaint is about consumers cellular i tried June 6th to cancel my dead husbands account with them they have me a run around refusing to cancel it because he could not give consent after a few calls they said they canceled it then I saw on my bank statement they took out June's payment I called again and they said that was my " final payment " then i saw in a e mail they took out July's payment on the 7th the old phone still says CC network so they never plan to cancel the account or the auto pay I want my money back and they forced me to cancel my bank card and get a new one a major inconvenience im just trying to get back on my feet and they are stealing from me how many other widows are they doing this to?

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  BBB #******** and #********
  ******** *******
  
  
  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, and we are sorry for their recent loss.
  
  On 5/29/25, while requesting a Secure Port Out PIN, we were notified by ******** ******* that the account holder had sadly passed away. We take the security of our customers accounts very seriously. To safely provide the customer with the necessary PIN to port out their number to a new provider, they would need to place the account in their name with our Change of Financial Responsibility process. This requires the customer to email our billing department with a copy of their State ID/Passport, a selfie holding the *** and a copy of the death certificate or obituary. The customer declined this process, and the account was canceled in accordance with policy.
  
  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 last billing cycle. The $67.34 paid on 7/07 via Autopay was the final payment for service from 5/18 to 6/17, the end of the billing cycle. The account now has a zero balance, and nothing further will be due. Due to usage on the account up until the date of cancellation, the charges are valid and will not be refunded.
  
  Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******** ******* again.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:07/11/2025

  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 tried on June 6th to cancel my dead husbands account with them they gave me *** around and after a few calls said they canceled it on my bank statement I saw they took out June's payment when I called they said that was my " final payment " then i saw they took took out July's payment on the 7th the old phone say cc network still so they never plan to cancel the account or the auto pay like I asked they owe me 140 dollars and for the inconvenience of canceling my bank card and getting a new one

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  BBB #******** and #********
  ******** *******
  
  
  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, and we are sorry for their recent loss.
  
  On 5/29/25, while requesting a Secure Port Out PIN, we were notified by ******** ******* that the account holder had sadly passed away. We take the security of our customers accounts very seriously. To safely provide the customer with the necessary PIN to port out their number to a new provider, they would need to place the account in their name with our Change of Financial Responsibility process. This requires the customer to email our billing department with a copy of their State ID/Passport, a selfie holding the *** and a copy of the death certificate or obituary. The customer declined this process, and the account was canceled in accordance with policy.
  
  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 last billing cycle. The $67.34 paid on 7/07 via Autopay was the final payment for service from 5/18 to 6/17, the end of the billing cycle. The account now has a zero balance, and nothing further will be due. Due to usage on the account up until the date of cancellation, the charges are valid and will not be refunded.
  
  Thank you for allowing us to address these concerns. If anything changes in the future, we would love to work with ******** ******* again.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
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