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:04/28/2025

  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.

  April 28, 2025, I instigated a chat with Consumer Cellular's chatbot about an extra fee I noticed on my billing statement for not paying by Autopay. In the chat, the company's bot told me it could not remove fees I'd been paying since March, 2025, for opting out of Autopay. Several problems are present in company's response to me:1. Nobody told me I'd be charged an opt-out fee for Autopay.2. The bot did not admit that Consumer Cellular's policy needed to be changed so that the customer is made aware that by opting out of Autopay, a charge is indeed assessed.3. The bot DID remove the fee from the current invoice but not from the March and April invoices. When I said I wanted those fees removed, too, the bot said it "apologized," but nothing could be done. For me, it's the principle of the thing more than the fees, though, granted, I'm an underpaid professor who cannot afford to pay extra fees. That the bot was so quick to dismiss my complaint and admitted to no wrongdoing made me distrust this company that prides itself on catering to the elderly, a vulnerable population, to say the least. Although I'm not elderly, I would expect that this company would not seek to ******* the people it professes to cater to.

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB 23258381
  ***** ****** *****9237
   
  
  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 ***** Pogells concerns regarding the two opt-out fees on their account, totaling $10.80. The $5 charge on a customers statement is the opt-out fee applied to a customer's bill if they are not signed up for autopay and email billing combined. Since ***** had two months where she was not signed up for autopay and email billing, two opt-out charges were applied to her account. As a one-time courtesy, we waived the two fees, totaling $10.80,since ***** has switched back to autopay and email billing. 
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/29/2025

  Re: Complaint: ******** and the reason I am dissatisfied with the response.
  
  Greetings, ***** *., of the Executive Resolution Administration:

  I very much appreciate the offer of a one-time courtesy waiver of the ***** in Autopay opt-out fees. However, such an action does not satisfactorily address the reason that prompted me to complain to the Better Business Bureau about Consumer Cellular in the first place. I've written only once before to the BBB, and I heartily dislike writing grievance letters, since they take up valuable time and energy both for me--and for you, the recipient. Nonetheless, I wrote to the BBB for two main reasons: 

  1.) I was assessed a fee that I was never made aware of; had I known I'd be paying an extra fee for opting out of Autopay, I'd have signed up for Autopay. (For that matter, I don't even remember opting OUT of Autopay, but this is another line of argument.)  The fact that I was not made aware of the opt-out fee at the time I supposedly "opted out" is a problem that I believe your company needs to address by making it clearer to customers  they will indeed be paying that fee for choosing to opt out of Autopay.

  2.) When I initially saw the fees assessed on my bill and opened up an online chat with your company to point this out, your company's chatbot failed to address the matter of the opt-out fee altogether in its responses to me--a phenomenon not dissimilar to your own letter's failure to address the same matter. Could these failures have something to do with the use of AI algorithms? As I see it, AI is indeed changing the world, but, as a professor of English, I know all too well its assets and deficits, having seen the results of AI use repeatedly in my own students' writing. If a chatbot can't respond in nuanced ways to a customer's problems, the algorithm is pretty much worse than worthless because it leaves customers feeling even more alienated than before they started interacting with the bot.

  Thank you for your time, and to make it clear, I am happy to accept the one-time waiver of the ***** fee, but I also want some sort of indication from you that on your customers' online account pages, the opt-out fee will be made highly visible--rather than what it is now:  a tiny, single entry on the monthly billing statement that one has to seek out and click multiple times to get to.

  Thank you very much for your time!

  Sincerely,

  ***** ******

• Initial Complaint

  Date:04/26/2025

  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 April 11, 2025, I called Consumer Cellular to cancel my Moms phone because shes in hospice and doesnt need it any more. I spoke with Alea first and she said we owed $26.06 for Feb 21 Mar 20, then she transferred me to ***** to figure out the final bill which was $22.57 for Mar 21 Apr 20. So I paid it and she told me I could keep the line open and it would be canceled automatically on April 20. Done deal, right. Not so! I was very surprised when I received an email from Consumer Cellular on April 23 telling me my Moms final invoice for $8.77 is ready. Of course I then called Consumer Cellular at 9:10am on April 24 and spoke with ****** and explained to him there must be a mistake, relating to him my previous communications on April 11. He said that there was nothing he could do for me, and I needed to pay the balance. So, I asked to speak with a manager (**** **** *****) and explained the whole situation to him again. And once again said that there was nothing he could do for me, and I needed to pay the balance. So, in other words Consumer Cellular is not willing to admit their mistake and the customer is never right. My mother has since passed, so in the interest of keeping *********** uncontested I paid the bill. Its not the dollar amount that upsets me, its the lack of customer service from ********************** that shocked me.

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
   
  BBB #********
  ******* ******
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of ******* Boegels mother's passing. We extend our deepest condolences.
   
  The account was scheduled for cancellation on April 20, 2025, and the Estate will not be charged for service beyond that date. Consumer Cellular bills are in arrears for monthly service and usage, meaning they are due after the billing cycle ends. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. As per our service agreement, the service is billed until the end of the current billing cycle.
   
  When canceling an account, we offer to collect pre-payment for the final invoice. This estimate is based on the plans and services currently provided to the account. The actual final invoice could be higher than the estimate, in which case another invoice would be sent. Prepayment is offered as a convenience to the customer and is not required. The customer can opt in to Autopay for their final bill if they are not already on Autopay.
   
  At the time of cancellation, an estimated prepayment of $22.57 was offered, and payment was accepted accordingly. However, once the billing cycle ended, the final invoice was generated. An additional $8.77 was due for services provided up to the date of cancellation on April 20, 2025. Consumer Cellular received this payment as of April 24, 2025. The Estate can rest assured that they are not being charged for service beyond the last day of the last billing cycle. The service dates for the monthly charges can be reviewed on page two of each invoice.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 05/08/2025

   The Consumer Cellular billing person did not explain to me that that the payment of $22.57 was an estimated payment, she did explained to me it was a final payment, and that I could choose to cancel the account now (April 11), or wait until the billing cycle ended on April 20.  She said it didn't matter one way or the other, so I chose April 20.  If the billing process would have been explained to me as you did in your response to my complaint, there would've been no complaint as I would have cancelled on April 11 and waited for the final bill.  If you recorded my conversation on April 11, I would hope you can go back and listen to it. 

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
   
  BBB Rebuttal #********
  ******* ******
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. We appreciate ******* Boegels feedback about the cancellation process. We are happy to review calls and provide coaching to our agents where needed. Consumer Cellular aims to be transparent with all charges on our accounts.
   
  However, our stance has not changed. As per our service agreement, the service is billed until the end of the current billing cycle. The final balance of $8.77, which was received as of April 24, 2025, remains valid. If anything changes in the future, we would love to work with ******* ****** again.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 05/21/2025

   
  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.  Hopefully Consumer Cellular does follow-up and provide coaching to their agents where needed to insure they are indeed transparent with all charges on their customer accounts.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/26/2025

  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.

  Returned new iPhone and charger from Consumer Cellular. They didnt refund my money for the charger-they said I didnt return it-which is not true.

  

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB File No. 23253081
  ******** ******* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ******** Proctors account reflects that they requested to keep the magnetic charger when they requested to return the Apple iPhone 14 on 3/04/25. When the device was received at our warehouse, it was determined that the magnetic charger was not included with the device. 
  
  However, as a one-time courtesy to a valued customer, we have applied credits totaling $35.10 to the account for the cost of the magnetic charger. This credit was automatically applied to their invoice in the amount of $27.24. The account now has a credit balance of $7.86, which will automatically be applied to their next invoice; the customer will not have a payment due until 6/15/25. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:04/22/2025

  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.

  We have 3 phones on our plan. My husband's phone doesn't have internet. I was told all 3 phones would have unlimited talk, text and data. **************** is good, just struggling with issues on his phone.

  

  Business Response

  Date: 04/27/2025

  
  April 27, 2025
  
  
  BBB #********
  ***** ****** (#XXXXX7139)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the issues Ms. ****** has been experiencing with their third phone line.
  
  We contacted Ms. ****** and provided some troubleshooting steps for this issue. We believe the third phone cannot access data due to the device's settings. However, we could not confirm with Ms. ****** if the steps provided worked to resolve the issue. Should Ms. ****** need further assistance, our customer support would be happy to help.
  
  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:04/22/2025

  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.

  Regarding our Consumer Cellular account. We have been working with this company since 2015 as Mt. ****************. We are a food pantry that serves 1500 people on a monthly basis. Our patrons call this cellphone for services, resources and food. Without the phone those people in need are unable to reach us and vice versa. The disruption of our phone service has severely impacted our ability to assist those in need.Unfortunately, on 3/04/25 we were notified that the account would have to be in an individual's name and social security number. I asked for time to locate someone who we could transfer this account, but that did not happen. There was no one in our organization that wanted financial responsibility and credit check.On 3/11/25 we were informed that we had 14 days to transfer the account, or they'd have to take measure to disconnect the line. On 3/26/25 the phone was disconnected.I got a call from our pantry manager ***** stating that the phone was turned off. I called Consumer Cellular, and they will not reactivate the phone without an individual's name and a picture of them holding the *****, I called *********** to establish an account for Mt. ****************. Because we are switching services but keeping the existing number and phone, they sent us a new "SIM" card. It will be expedited and arrived on Saturday, March 29th. Now Consumer Cellular is trying to charge us for the month of April for services that were not rendered and in fact they caused us several days of discord when they deactivated our number and would not allow it to be ported to the new provider. We believe this charge is unjust, given the circumstances and the disruption caused by the disconnection of our service. We request that Consumer Cellular waive the charges for April and provide a resolution that acknowledges the impact of this situation on our organization and the community we serve.

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  
  BBB File No. 23235922
  ********** *******-********* (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. When an account is closed, there is always a final bill for service through the cancellation date.
  
  Consumer Cellular accounts must be registered to an individual person for purposes of financial responsibility. We do not set up accounts in the name of a business, a couple, or any religious/ charitable organization.
  
  On 3/03/25 and 3/05/25, we spoke with the customer and advised that the account was required to be in an individuals name and that we would need to process a Change of Financial Responsibility (****) to do this. Changing the name of the account holder also changes financial responsibility and credit approval is required to determine payment options. Since this process involves sensitive information, we would need to speak with the current account holder and the new account holder. When making this change, the new account holder is required to agree to pay all past due balances on the account and consent to a credit check to determine financial approval. The customer was advised via email on 3/11/25, that the **** must be completed within 14 days to avoid any potential interruptions in service. As the customer had not contacted us to process the ****, the service was cancelled on 3/26/25.
  
  As a courtesy, the account was reinstated to allow the number to port out to a new service provider. The account was cancelled when the line ported out on 4/07/25. As we do not prorate the final invoice, the balance due on the account is $26.52 and is due on 5/07/25.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/30/2025

  rt
  Complaint: 23235922
  
  I am rejecting this response because: The account was originally cancelled on 3/26/25 and only reactivated for a day to allow port of the number to a new service.  Since this was done "Out of Courtesy" then why are we being charged for the period it took to port and transfer the number?  It would seem that our business officially concluded on 3/26/25, thus the payment on 4/7/25 would have been our Final payment.

  And again, this account has been in good standings since 2015 operating under the name Mt. ****************, food pantry.  I'm not sure what happened to change this, but we are a nonprofit organization dedicated to helping the people in our community.  When they shut off our phone service, they caused harm to our business and blocked communication to our clients.  And to continue to burden us financially is in poor taste.
  

  Sincerely,

  
  ********** *******-*********

  Mt. ****************

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went over my data limit 1 month so they boosted my usage to next level. I called and CCellular said they would return to my normal 5gig service. They continued to bill me at higher 10g rate. I called and they will not refund my 2 months of higher rate

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  BBB File No. 23233903
  ****** ********* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher-than-expected usage, or in the case that the customer signed up for a data plan that was too small to cover their usage. If you never accrue overages, then we will not change your plan unless you request it. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the customer's responsibility to monitor their account and make adjustments as needed. 
   
  ****** Goldsmiths account reflects that they were upgraded to 10GB when they exceeded their 5GB plan on 1/03/25; they were lowered back to 5GB on 1/14/25. On 1/31/25, they were upgraded again to 10GB when they exceeded their plan limit and were lowered back to 5GB and opted out of automatic upgrades on 4/21/25.
   
  As a courtesy, we have applied two credits of $10.00 to re-rate their plan from 10GB to 5GB for the service dates of 2/07/25 - 3/06/25 and for the service dates of 3/07/25 - 4/06/25. The new balance due on 4/26/25, is $21.53.
  
  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:04/21/2025

  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 calls continue to drop and the business has not provided any reason as to why this is happening.

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  BBB 23230967
  ***** ***** ********
   
  
  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 attempted to reach the customer to discuss the complaint with them, but they did not answer or call back. Additionally, the phone number provided is with US Cellular, not Consumer Cellular. If the customer has service with US *************************** will need to file a complaint with US Cellular, as they are a separate service provider.
   
  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:04/21/2025

  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 ended my service Consumer Cellular on April 8, 2025. Yet I was billed up till April 15, 2025. My bill should have been prorated. However, I talk to three Consumer Cellular agents - namely ******* on April 19, 2025, ****** and **** On April 21, 2025. They all confirmed that i was being charged for a time period that I was not using the service nor was services available for my use. However, it is their policy that I am billed for the full billing cycle. I was never informed that I would have to pay the entire billing cycle either verbally or in writing when I canceled my service on April 8, 2025. I ask ****, where is this policy written and did I ever signed agreeing to this policy? He said, "No - the policy is an internal policy and his never shared with the customer." I told **** this is a transparency issue at best and border line criminal at worse - because it is form of stealing; especially because Consumer Cellular targets senior citizens like myself via AARP that are on a fixed income.

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
   
  BBB #********
  ***** ***** (#XXXXX6565)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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. ***** ***** joined our service in February 2025.
   
  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 were not able to 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.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can provide any further assistance.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23230199
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 05/02/2025

   I reject this solution for the following reasons:

  1. I was never informed verbally or in writing of this policy. Had I been told that at the time I was cancelling, I would definitely have waited to the end of the billing period.

  2. By Consumer Cellular on admission this policy is not shared with the customer, according to ****, the manager of ******. ****** was the first agent  I spoke with until she transferred to her boss ****. **** said "the policy is an in office policy and is generally not shared with the customer." How can you apply a policy that the customer was never made aware of..

  3, The rationale that this is an industry standard is not true. I did not encounter this "so called industry standard" when I switched from AT&T. AT&T has been in the communication industry far longer than Consumer Cellular. 

  4. The unwillingness to negotiate with customers to resolve an issue not only reeks of unprofessional and unethical business practice but clearly reveals that this company, Consumer Cellular, is only interested in the bottom line, not what's in the best interest of the customer; which should be a fair and honest resolution. Especially in light of soliciting members of ****, whose income is fixed and cannot afford to pay for services that were never received.

  5. I am only asking that I pay for the services I used and were made available to me. Consumer Cellular is of the position we are going to charge you for service that you did not receive nor did we make available to you. In essence and in fact, it is theft. Perhaps a matter for the attorney general to investigate.

  
  

  The best resolution to this issue  - is to prorate my bill and better train their employees to make policies crystal clear not only verbally but in writing  However, Consumer Cellular refused to do so. Therefore, I strongly encourage BBB to make note of this gross injustice and expose this to the American People; especially the elderly/senior citizens. I, in turn, will do my due diligence to inform my family, friends, colleagues and especially my fellow retired American Senior Citizens to avoid Consumer Cellular as well its subsidiaries. 

  
  

  Thank you for your attention to this important matter, I am 

  
  

  Sincerely,

  ***** *****

  Former Consumer Cellular Unhappy Customer

  Account# **********

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away a little over a month ago. Due to the fact that I did not pay my mother's bills, nor have any access to pin numbers, nor is there a **********************, store in my area, I was not able to start the cancelation process for her bill until recently. On 4/4/25, I called the number located on her bill to get help with closing her account and to prorate her bill upon her death.I understood that day that the account was closed.On 4/14/25 I received another bill past due, for her account. My mother did provide other phones for caretakers, but only one was used after her death. Now, that I have worked with another representative, I am told that I still have to pay for lines and taxes and fees, that were not used after her passing even after emailing my mother's death certificate and letter of testamentary.For a company that's as large as Consumer Cellular...it does not serve the consumer.Consumer Cellular, your greed has added insult to my bereavement...I am requesting an adjustment to this bill.

  

  Business Response

  Date: 04/21/2025

  April 21, 2025
   
  BBB #********
  ******* ******** for ****** L ******** (#*********)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of ******* Staffords loss. We extend our deepest condolences. The late ****** Staffords account was canceled as requested on 4/04/25. A copy of the Death Certificate was received, confirming the date of passing as February 18, 2025.
   
  As a courtesy, we have waived $90.00 worth of additional line fees from the account for lines that were not used after the date of passing. Additionally, we have provided a $25.00 rerate credit for lower usage during that time. However, out of the four lines on the account, two lines continued to be used after the date of passing. Payment for the service provided to those two lines is still valid and due. After all credits have been applied, ****** ********** estate is responsible for $134.44 for service already provided.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/21/2025

   
  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:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having service for over 3 years on 3 lines, one being our small business phone number with Consumer Cellular, never one late payment, always paying automatic payments on time, we all of a sudden had zero service. Not to mention- this is an UNLIMITED data plan- no limit to the data usage and that is why we get cancelled??We were out of town trying to find a business we were headed with our kids and no service. We find closest phone store and call Consumer cellular. They have no info, but Im supposed to wait for someone to call me back. I check my emails and I find an email buried from over a week ago stating our service was being shut off due to overage on our data. As if we have any control over the coverage or data when we are in our home. Come to find out they sold us service that was not in their network and it was causing us to go over every single month. They assured me I can port my business number over, we had three lines with them! They lied to me and made me go through hours of on the phone conversations explaining to person after person what was going on. I get all the way to the end and then they tell me Im not allowed to port my business phone number of 3.5 years. To add insult to injury, they charge my card they had on file 738 dollars! the reasoning was absolutely ludicrous! They charged me because they said my service was cancelled even after the manager said I could have until a certain date to get everything transferred! He never said I would have to pay for the days he was giving me- even though I had just had my bill automatically deducted from my account! I did nothing wrong and was being punished and I just saw they are still trying to come after me for money that I DO NOT owe! Worst company ever- they falsely advertise the best customer service- thats when you SIGN UP. After you sign up, they will cancel you whenever they deem convenient, say you disconnected service & charge you hundreds of dollars & mess with your phone numbers!

  

  Business Response

  Date: 04/26/2025

  April 26, 2025
  
  BBB File No. 23216914
  ********* **** (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 the number(s) are transferred to a new provider. When an account is closed, a final bill for service is always generated through the cancellation date.
   
  With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible.
   
  Once a customer has used 50GB of high-speed data in a billing cycle, their data speed will be reduced for the remainder of the billing cycle. This information is available on our website and states On unlimited data plans, access to high speed data may be reduced after 50GB of use, and you may experience slower speeds for the remainder of your billing cycle.
   
  As Ms. ********* **** was using more than 99GB each billing cycle, we spoke with her on 10/22/24 to assist with the excessive usage patterns; however, we did not state the account was subject to cancellation if the excessive usage persisted. This is something we are addressing internally to ensure our customers are aware of the ramifications of excessive use. 
  
  On 11/23/24, we attempted to speak with Ms. **** regarding the continued excessive use, however, the call was disconnected before we could address this issue. An email was sent advising, pursuant to our rights under the Wireless Customer Agreement, ********************** decided to terminate the agreement and our provision of services to her. The email advised the customer would need to transfer their phone numbers to a new service provider by 11/30/24 as the account would be cancelled on that date. Unfortunately, we were unaware that Ms. **** had not yet read this email. The account was cancelled on 11/30/24 and the EasyPay balances totaling $704.00 were added to the account balance. Per the Terms and Conditions of the ******* agreements signed on 10/02/23, if the account is cancelled before the EasyPay balances have been paid in full, the remaining balances will be billed to the credit or debit card on file.
  
  To facilitate the reinstatement of Ms. ***** account to allow the phone numbers to port out, we temporarily credited the EasyPay balance of $704.00 on 12/01/24. When it was later determined that her phone numbers were not eligible to port to her account with the new service provider, the account was cancelled and the EasyPay balance of $704.00 was applied back to her account on 12/08/24. The total due on the final invoice was $738.16; $704.00 for the EasyPay balances and $34.16 for the prorated service charges. Payment of $738.16 was made via ******* on 1/07/25, and the account was marked paid in full.
   
  On 3/25/25, we received notification that Ms. **** had disputed the payment of $738.16 that was processed on 01/07/25. Since funds were not collected, the payment was reversed, and a $5.00 late fee was applied to the account.
   
  When a customer disputes a payment with their financial institution, the funds are withdrawn from Consumer Cellular and returned to the customer. While their financial institution returned the funds to the customer, this does not negate the charges owed to Consumer Cellular.
   
  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 Ms. **** experienced. As a courtesy, we have waived the final prorated service charges and all late fees; the balance due is $704.00. As a courtesy, we have set up a payment arrangement to allow the balance to be paid over six months, with the first payment due on 5/28/25. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************