Complaints
This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,485 total complaints in the last 3 years.
- 471 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2025
Type: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.
They first started with an unsolicited mailing to me of a Sim card and a thank you letter, with explanations of how to install and start new phone service with them. I never talked to or requested their cellular service. I called and a woman said that was sent by accident. Fine. Problem is, about every month they keep harassing me saying my charge card needs updated and they never received a card number from me because I never accepted or requested their service. It seems like they're scamming and fishing for information. I want their contact to stop. I don't owe them anything.
Business Response
Date: 05/06/2025
May 06, 2025
BBB 23287184
**** **** (#*****6279)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the Consumer Cellular account. The account has been cancelled as **** **** requested, the charges, $28.50, have been waived, and the closed account has no 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 ************
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******************************Customer Answer
Date: 05/08/2025
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:05/04/2025
Type: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 have been looking smooth failure for several years now and when I signed up they asked me to give them a four digit security code or six and I did so and I have it on record that they told me not to give it to anybody else including them but they refuse to take and help me because of that I think I said I have a record of them telling me not to give anybody that code number or them I want to stopBusiness Response
Date: 05/05/2025
May 5, 2025
BBB #********
******** *****-**** (#*********)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the experience ******** *****-**** has experienced and any misinformation they have received. Consumer Cellular takes the security of our customers very seriously. Per our policy, and to comply with *** guidelines, before a customer has access to an account, they are required to provide the Security PIN for the account. This ensures that only the customer or secondary user (if applicable) can access their account, make changes to their plans, or purchase equipment.
When the Security PIN is set on the account, we notify customers that the new Security PIN will be required to access their account anytime they or an authorized secondary user contacts customer service going forward. While our phone system does request the Security PIN to verify the caller, our customer support may ask for the Security PIN once more as added security. We encourage our customers to inform any secondary users on their account of this PIN so they will still have access when contacting us. We also remind them to store their Security PIN in a memorable and safe place for future reference should they forget it.
Our customer support is more than happy to assist ******** *****-****, however, it will require verifying the Security PIN on the account as needed. 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 ************
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******************************Initial Complaint
Date:05/03/2025
Type: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 want my $800 put back on my navy federal credit card asap.Business Response
Date: 05/10/2025
May 10, 2025
BBB File No. 23281925
**** **** (Account No. **********
To Whom It May Concern,We are requesting an extension, to allow us additional time to research this issue.
Sincerely,
********* *.
Executive Resolution Administration
T ************ F ************
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******************************Initial Complaint
Date:05/01/2025
Type: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 said switch over in 20 minutes. It took almost 2 hours to get my phone switched over and I didnt need the *** card. Idownloaded it from my email then it was my wifes phone took over an hour to get her phone fixed and I had to wait for *** card. I got the *** card put it in and had nothing but problems then I had to use another phone to call Consumer cellular to get the problem resolved reading from all the other complaints. Mine is no different. everybody has trouble trying to switch over the employees were nice to me. It was still too hard to switch over. Im waiting to see how my service goes.Business Response
Date: 05/02/2025
May 2, 2025
BBB / 23275296
**** **** (#*****0429)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Mr. **** over the phone today about the transfer delay. We apologize for any frustration the delay may have caused.
The customer stated that he did not intend to file a complaint with the BBB and was hoping that the message would be sent directly to us. We were able to assist him with general questions and concerns today.
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 ************
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******************************Initial Complaint
Date:05/01/2025
Type: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 called in on 4/28 to change my auto draft date to be changed ( it was due on 5/1) I told them I need it to be after the 3rd as that's when I get paid. I asked for the 6th. I was told it could be the 5th or the 10th. I took the the 5th. I confirmed that it would be not only this month but going forward also as I don't get paid until thee 3rd each month. They said it was ********* it is the first and the drafted the bill today. After being told it was done. Come to find out it was never changed. ( they did it today) I was told it would not have made a difference for the 1st if they had changed it on the 28th but I was never told that. I could have planned for that if I was told. But I did not as I was told it was all set. This is on top of the other issues I've had with them.1) they told me my phone were compatible with thier system. Only to require me to buy 2 new phones when they could not activate them DURING the port in process ( 400.00)2) they started billing before the service was even activated. I did call but got nowhere with 1 customer service representative 2 managers.Any help would be greatly appreciatedBusiness Response
Date: 05/03/2025
May 3, 2025
BBB 23273806
***** ***** (#XXXXX2778)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience or frustration ***** ***** has experienced caused by the billing on the account.
********************** bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. ***** Roaixs billing was originally on the 16th cycle, meaning their most recent payment was for the service dates of 3/12/25 4/11/25, with a due date of 5/1/25.
***** ***** contacted our **************** by online chat on 4/28/25. The customer requested to permanently change their billing cycle. During the interaction there was no specification as to when the change would take effect, and the customers upcoming automatic payment was not discussed. Unfortunately, when the customer made the request on 4/28/25, their next automatic payment had already been scheduled.
We apologize for the other concerns ***** ***** has shared, and we are sorry to learn their previous devices were unable to be used on our service. While our **************** representatives do everything they can to help solve problems, we cant guarantee every cell phone model can be configured with our service.
In addition, we have reviewed the account to ensure that the customer has only been charged for dates the service was in use.
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:04/29/2025
Type: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.
ON3/25 I CONTACTED CONSUMER CELLULAR TO START A SERVICE I PICK A **** PHONE A ******** MOTO G-2025 128GB ITRANFER DATA THE PHONE STATED NOW READY TO USE I REOPEN THE PHONE TO CALL A NUMBER TO SEE IF THE **** WAS WORKING PROPERTY I WAS BLOCK-OUT OF THE PHONE WAS NEVER ABLE TO USE THE **** IT STATED I NEEDED A PIN WHITCH THE **** NEVER ASK ME TO ENTER A PIN I CALL ********************** AT THAT POINT THEY SAID THEYWILL HELP REBOOT IT BUT THAT DIDNT DO EITHER THS WAS ATTEMPED 10 TIMES SO I TOOK IT TO U BREAKIT I FIX THEY STATED THAT ITS A INTERNAL PROMBLEM THAT IT WHOULD NOT LET THEM CLEAR THE ******* COMCUMER CELLULAR STILL TRYING TO CHARGE FOR A BROKEN **** AND I REFURSE TO PAY FOR A **** I NEVER USE NOR HAD SERVICE TO USE IT.I RECEIVED THE **** PHONE ON 3/29/25Business Response
Date: 05/09/2025
May 9, 2025
BBB File No. 23261049
****** ****** (Account No. **********
To Whom It May Concern,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers a Risk-Free Guarantee (RFG) period to try our phones and services. If within the first 30 days or 500 MB of data use (45 days or 500MB of data use for AARP members), whichever comes first, you are not completely satisfied with our service or equipment, simply cancel and we'll waive any service fees. As well, if you have purchased a phone from us, you are welcome to exchange or return the device. We will send you a postage-paid shipping label to return the phone and refund the cost of the phone after inspection. All equipment must be in like-new condition in their original packaging. Devices must be returned with no physical damage (cracks,dents, scratches, unsanitary) or damage due to liquids or extreme temperatures to be eligible for a refund or exchange. Information regarding our Risk-Free Guarantee can be viewed at *****************************************************.
****** ****** established service and purchased the ******** Moto G 2025 using EasyPay on 3/25/25. ******* 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.
The cost of the ******** Moto G 2025 at the time of purchase was $179.00 (plus tax). Through the ******* financing option, the down payment and the associated taxes for the full sale of the phone was $26.28, plus a $12.00 non-refundable shipping fee. The remaining balance of $168.00 was to be billed $7.00 per month for 24 months.
On 3/30/25, Ms. ****** contacted customer service advising after she set up the new phone, it was requiring a PIN to unlock the screen, which she stated she had not set. We attempted to assist with doing a hard reset to remove all data from the device, however, she was not able to complete this. When Ms. ****** called to cancel service, she was advised the device needed to have all personal data, including any screen locks removed, to be eligible for return. When the account was cancelled on 4/04/25, the remaining EasyPay balance of $168.00 was added to the account.
We have attempted to contact Ms. ****** via phone and email to discuss possible options for returning the device, however, we have not heard back from the customer.
As a courtesy, we have set up a return for the device and have sent a prepaid return shipping label to the address on file. To be eligible for return, the device must be in like-new condition with no physical damage (scratches, dents, dings, cracks, chips, etc) or damage due to liquids or extreme temperatures and must be received back at the warehouse by 5/30/25. If there is any damage, even minor cosmetic damage, the return will be denied and ********* will be responsible for the remaining EasyPay balance.
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 ************
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******************************Initial Complaint
Date:04/29/2025
Type: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 April 28, 2025 I was overcharged $27.22 by Consumer Cellular and I had to pay ********** a $30 cancellation to stop the automatic payment. I feel this was very unfair because I had problems with the phone from day one. I called the company when I first set and complained about how slow it processes. The *** said that the phone normally responded that way because of system it uses. The only reason I kept the phone was because I had some medical issues. When I cancelled the services in March, I told the *** that it was because of the equipment. When I talked to the company on 28th, the *** said should have been calling tech support.Business Response
Date: 05/03/2025
May 3, 2025
BBB File No. 23261971
*** **** (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 or until 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. This information is outlined in our Wireless Customer Agreement (WCA).
Ira Bells account was established on 10/26/23 and does not reflect that he contacted us for help with his device or service at any time.
Per his request on 4/14/28, service was scheduled to be cancelled at the end of the billing cycle on 4/23/25. The final invoice of $27.22 covered the full billing cycle of 3/24/25 4/23/25. As his cellular service was available to use through 4/23/25, and he had not previously contacted us for assistance with his device or service, the charges remain valid.
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 ************
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******************************Customer Answer
Date: 05/03/2025
Complaint: 23261971
I am rejecting this response because: A automated payment was made on April 15th. I called because the phone was not properly working and cancelled the service. The *** said the service would end April 23rd. I thought that was the end of payments.Sincerely,
*** ****Initial Complaint
Date:04/28/2025
Type: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 kept raising my $20 amonth plan with out consent or basis. When I inquired was told that Ohio tax is 845% on cell service. this made my bill $28.00 I then paid them on March 28 manually online and changed carriers. (I have never been on auto pay with them, therefore they do not have my credit card info) The billing cycle ended on March 31st. They ported my number to my new carrier and cancelled my account on April 1th. Since then, Consumer Cellular has bill me (unauthorized use of credit card) 2 times. April 8th and May 8th for service I have not had with them these past two months. Ive called them and they refuse to refund the Money they took . I believe they should be held responsible for using a credit card illegally. ( no authorization)Business Response
Date: 04/29/2025
April 29, 2025
BBB Case #********
**** ********** (#XXXXX9219)
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the customer's frustration. We spoke with **** on 4/28/2025. We advised that she had previously called in on 11/25/2023. During this call, she provided her current payment card information and requested to be set up on *******, which was in effect until we spoke today. She has since requested to remove the payment card from her account, which has now been deleted from our system.
The customer has been charged roughly the same amount for the past year of service. She has had one line at $15.00 per month and has been on our 1GB data plan for $5.00 per month for a total of $20.00 per month plus taxes and surcharges. The customer's bills have increased from $25.52 to $26.01, with the exception of the May 2024 invoice, which was $5.00 higher due to the plan being auto-upgraded to a higher level because of increased data usage that month. The slight increase in the amounts mentioned above is due to rising local and state taxes, as well as a recent increase in our Operational Compliance fee.
Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date.
The customer ported her line to a new carrier on 4/8/2025, which is when her account was canceled. She was charged $26.01 on 3/28/2025 for the billing period from 2/10/2025 to 3/9/2025. Her final bill was also $26.01 and was due and paid on 4/28/2025, for the billing period from 3/10/2025 to the day the account was canceled on 4/8/2025. The account now has a $0.00 balance, and the customer will not receive any further invoices from Consumer Cellular. As valid usage occurred through the date of cancellation, we cannot offer a credit or 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 ************
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******************************Customer Answer
Date: 04/29/2025
Complaint: 23259688
I am rejecting this response because:1 billing cycle ended April 9th
2. I paid early on March 28th
3. I cancelled auto pay some time ago
4. ***** you are not being honest I have not gone over my plans data
in March of 2023 I increased use for one month then put back to 1 GB
5. your advertised $20 plan keeps increasing I called support to see why, they blamed it on taxes
5 your company has taken a full month for April ******* and now May
$52.02
I joined a different carrier 4/4/25
I have your note on this complaint where you claim I went over and you claim Im still your customer as of yesterday taking payments unauthorized
Ill be contacting FCC and filing a report
Sincerely,
**** **********Initial Complaint
Date:04/28/2025
Type: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.
Ordered an iphone 16e from Consumer Cellular on April 25, 2025 paid extra for expedited 1-2 day shipping with signature required. Received msg on Saturday that it was delivered by ****. Checked everywhere, looked at security footage, no delivery! Contact Consumer Cellular **************** and their policy is I have to do the detective work with the **** to figure out what happened to it. My stance is I paid extra for fast shipping with signature required, it should not be my responsibility to figure out what happened with this missing iphone! They should send me an iphone 16e and they can assign someone to do the detective work on the missing one. They charged my credit card but failed to deliver the product, why is that my fault.Business Response
Date: 04/29/2025
April 29, 2025
BBB 23259000
******* ****** *****4013
Dear BBB,
Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
We understand **** Murphys concerns about not receiving their device, despite it showing that it was delivered. We understand that this is an incredibly frustrating situation; however, **** reported on 4/29 that his phone was officially delivered. No further action is required.
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 ************
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******************************Customer Answer
Date: 04/29/2025
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:04/28/2025
Type: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.
Please see the attachedBusiness Response
Date: 05/06/2025
May 06, 2025
BBB 23258574
****** ****** (#*****8513)
Dear BBB,
Thank you for contacting us regarding this complaint. We would appreciate the opportunity to assist our customer, however, we did not receive the complaint details.
Sincerely,
***** *.
Executive Resolution Administration
T ************ F ************
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******************************
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