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:03/31/2025

  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.

  I've been w/Consumer Cellular over 10 yrs. & have never had a problem paying my bill w/a check until the last 6 months. They keep on claiming they never receive it until I call them after 10 to 14 days after mailing the check out. However, after calling them all of sudden they seem to find it. I always mail out the money the day after I receive the bill. I don't want to get bad credit for not paying when indeed I did. I would like to speak w/someone of authority to resolve this matter since I can only pay the bill by check. Can you help?

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
   
  BBB #********
  **** ********* (#XXXXX3699)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears or after the billing cycle ends. **** ********* is on our 25th billing cycle. Their invoice is generated on the 27th of each month and is due on the 14th of the next month.
   
  We certainly accept check or money order payments through the mail. These payments can take 7-10 business days (not including weekends or holidays) to be received and processed. We understand that some locations can have delays due to postal congestion or lack of staffing. As we do not have control over the postal office's delivery time, Consumer Cellular offers multiple options for making a payment so our customers do not miss a due date.
   
  There are many options for making a payment. **** ********* can pay by phone by calling our customer care at ************, online with a card or check, or by sending in a money order or check. We even have the option to set them up on AutoPay with a debit/credit card or eCheck, so our system will automatically take the payment on their due date.
   
  Here is the web address to log in to the Consumer Cellular online account: ******************************************** The payment type can be edited on the Billing page. For immediate assistance, customer service can be reached at ************ or via live chat at ********************************************** to make any needed changes.
   
  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: 04/08/2025

   
  Complaint: 23138933
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/26/2025

  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.

  Nov 12th, 2024, I got phone from consumer cellular and called to have it hooked up. Within one month it seems my data was being used alot, Then I would go to look something up and it would say there is no Int. connection. So I called CC and told ******* stated that I needed to update my apps. Did that,over the next month stuff on my phone would be changed, apps appear, I called them back. They stated it was bc my phone needed updated. Ok so did that stuff just kept happening. The settings I had set in were changed. It said my personal stuff was being uploaded, to where I have no clue bc I couldn't ever find out. I kept calling and doing what they were telling me and nothing helped. So now I'm mad bc it's 3 months and I cannot use this phone, my bill had been from 30 to 68 dollars and I can't use it.I call consumer cellular back, tell them I just want to send the phone back ,end my service. They said they couldn't do that bc they can't take the phone back.Why?bc it's faulty.l have done nothing to this phone,it's just the way I received it ,they would not take the phone back and I still have to pay for it. That don't make any sense to me bc it was like this when I received it. They said to call assurion, I did dead end.They sent me to CC they said they can swap out the phone. They send one and I could send the other one back(they both were refurbished phones too which I didn't know).**** comes out on the 4th bc my disability.l seen CC had taken out ****** from my acct.I call CCsaid bc I did not return phone. Got receipt and was going to give tracking #from2 wks prior when I sent ***** oh I have it here. ThenCC it was bc they haven't signed for it yet. I said I want money to returned. Call back wk later bc of no money returned. CCstated they credited to my acct.I want it back on the card then they went and took out ********** out,I cannot get on my account to change anything. StillCCwill not return my money they illegally took from my accountI cannot access my acct

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  
  BBB #********
  **** **** (#*****8974)
  
  Dear BBB,
  
  Thank you for contacting us regarding **** Kings complaint and allowing us the opportunity to respond further.  We apologize for any inconvenience caused by the return process and requested refund.
  
  **** **** contacted Consumer Cellular regarding an issue with their ******* Galaxy A15 smartphone and a warranty replacement was shipped on 02/20/2025.  When processing the warranty our customer was advised the original device would need to be returned, with no physical, liquid or other damage, by 03/12/2025 or the account would receive a charge of $159 for the replacement device.  The return was not received and processed by 03/12 and on 03/13/2025 a charge of $159 was applied to the account as an Insufficient Return Charge.  The account is set up on our AutoPay feature with a credit/debit card on file for payments, authorized by our account holder, and the payment for the device was processed on 03/14/2025.
  
  However, the original phone was received and processed by our warehouse on 03/17/2025 and a credit of $159 was applied to the account.  Due to the invoice for service from 02/15 through 03/14 processed and applied to the account, a portion of the credit was applied to the invoice, leaving a credit of $90.87.  As a courtesy, we have applied a courtesy rerate for three previous invoices due to the plan being larger than our customers usage needs and the account has a credit of $195.69.  A request has been submitted to our accounting department to provide a refund for the credit amount.  This process can take up to 3 weeks to process and once approved, **** **** will have a credit applied to the card on file which was used for the payments for service.
  
  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:03/26/2025

  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've recently paid off my cellphone and they never unlocked my phone. Now I don't want there services anymore they want me to pay the bill before they will unlock my phone that I own now.

  

  Business Response

  Date: 04/02/2025

  April 02, 2025
  
  BBB 23113798
  ******** ****** *****2300
   
  
  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 ******** ******* concerns regarding needing to unlock their Consumer Cellular device. By purchasing Consumer Cellular service, products, and devices, the customer agrees to the ********************** Wireless Terms of Service at Wireless Customer Agreement *****************************************************/agreement. Phones purchased from Consumer Cellular can be unlocked after 30 days of active service as long as all other requirements are met. This includes the account being in good standing with no past due amount and the EasyPay phone balance being paid in full. Consumer Cellular is a postpaid service; we provide active service and do not bill you for the service used until the following month, similar to a power bill.
  
  ******** ******* account has a past due balance of $481.05; this includes the bill of $184.92 due on February 10th for the billing period 12/21/2024 - 01/20/2025, the bill of $184.92 due on March 10th for the billing period 01/21/2025 - 02/20/2025, and the bill of $111.21 due on April 10th for the billing period  02/21/2025 - 03/20/2025. Additionally,Michelles payment plan balance for their phone is $544. Once the account balance is paid, as well as the remaining phone balance, we can unlock ******** ******* device. To pay the remaining balances, ******** ****** may contact us at ************; our U.S. based customer service teams would like the opportunity to assist.
   
  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:03/25/2025

  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.

  Feb. 3, 2025 I went to change cell phone service at ****** and was helped by the Consumer Cellular representative. She had me pay for the 3 SIM cards, so I paid her $30.00. I had 3 phones and the young lady could get 2 to work but I had one phone that she could not get to move over. She had opened 3 SIM cards and she had Consumer Cellular representative on the phone and she told the lady the problem and the Target lady said she would go to customer service to get me money back but the Consumer Cellular representative told her not to do that because they would send me a check for $30.00. When I did not receive my money I called Consumer Cellular and they said accounting turned it down. So I took the note the lady had written all the information on and went back to Target and that lady called Consumer Cellular and they said it was nothing they could do because accounting turned it down.I feel like Consumer Cellular has cheated me out of $30.00. It was not my fault one of my phones would not take their service.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  BBB #********
  ******* ******* (#XXXXX0232)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ******* ******* has canceled their Consumer Cellular account and is frustrated that a refund was not issued for the *** cards associated with the account.
  
  ********************** will mail free *** cards to our customers. Generally, the free *** card will take three to five days to arrive in the mail. If the customer does not want to wait for the mail time, we provide our customers with the option to purchase a *** card from a retail outlet. If the customer purchases the card from a retail outlet, a $10.00 credit is applied to the account balance for each *** card purchased.
  
  In this case, the customer purchased *** cards at a retail store. As this account was canceled in the Risk-Free Guarantee period, the account balance was waived, and no invoice was generated. The credit for the *** card purchases are not refundable. If the customer would like to return the equipment in question, the equipment will need to be returned to the retail outlet under the retailer's return policies.
  
  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: 04/02/2025

   
  Complaint: 23109734
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  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.

  1. Activation instructions have a bait and switch issue, where the instructions give the illusion that it is a seam-less transfer, only the customer has to get a PIN from the existing carrier and is not told this until they have provided all the secure information.2. Creation of a new account allows email, only after the new account is created, attempting to login generates the requirement for a temporary passcode. Email now is no longer an option, and the user has already changed out the sim based on the instructions.3. Chat does not allow new activations, only without a phone how can one call to activate? User has to now replace the *** with the old one.4. Once the *** is replaced, the user requests call back since the wait-time is high, user never received a call back.5. Used chat again and provided the Transfer PIN, chat indicated I have to call in to activate, but the last chat indicated they could activate.6. Requested at this point to cancel account.7. Accounts can be canceled over chat but not activated?Very disappointed in Consumer Cellular and as a 65 year old professional who cares about companies supporting Americans, especially seniors, expect much better on boarding. My guess is 20% of new accounts are not being processed due to consumer cellular process and activation issues. Again, Bait and Switch.Sincerely **** P ******

  

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  BBB #********
  **** ****** (*****2535)
  
  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 longer than expected hold times and callback option when contacting our customer service.  We are working to resolve this issue as quickly as possible and appreciate our customer bringing their concerns to our attention.
  
  When transferring service from another provider, the service will need to remain active until the transfer is complete. We will need the account information from the current provider's service, including the account holder's first and last name, account number, port-out/transfer PIN and the billing zip code. All this information is required before the service provider will release the number to Consumer Cellular. This information is available on our website under FAQs and states To make the switching process simple and fast, please have your Account Number, Address and Transfer Pin from your previous carrier.
  
  For our customers security, during the initial set up of their online account the option to send the needed one-time passcode by email is disabled.  In the event the customer is transferring their phone number from another provider, the online account cannot be set up until the transfer has completed and service with Consumer Cellular is fully active. 
  
  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: 04/01/2025

   
  Complaint: 23110695
  
  I am rejecting this response because:

   The information requiring the PIN should be in the instructions and advertising prior to a customer engaging with your company. A customer should not be required to read your invitation, then review the *** (which your instructions do not recommend).

   In addition, there is no legitimate web site that prevents a new account from logging in after creating the account, especially if there is a widget which indicates to send the onetime passcode *and it isn't even sent*.

   Again, your on-boarding process is broken and you need to recognize that fact.  I encourage you and others to try and use your on-boarding system your selves and fix those *gaps*.

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

• Initial Complaint

  Date:03/21/2025

  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.

  I bought two phones from consumer cellular. The android phone works fine. The iPhone 16pro, which I bought new, constantly gets failed calls, locks up and requires restarting 2 or 3 times a day. I have talked to consumer cellular 3 time about this. The last time the agent hung up on me. She was rude and arrogant. She refused to send me to second level to troubleshoot problems with my phone and told me to keep rebooting the phone. Of all the phones and carriers I have dealt with consumer cellular is by far the worst. The advertise reliable service. What a joke!

  

  Business Response

  Date: 03/28/2025

   
  
  March 28, 2025
  
  BBB 23098487
  ****** **** (#XXXXX7239)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ****** **** experienced.
  
  We have reached out to contact ****** **** in an attempt to resolve their concerns, but unfortunately we were unable to speak with them.
  
  While it may not be ideal, troubleshooting may sometimes require steps to be taken in order, and these steps may not immediately resolve the issue. For service and device issues, our support is trained to complete troubleshooting steps in an order that will best allow issues to be resolved as quickly as possible. We apologize for any inconvenience this may cause. We encourage ****** **** to contact us to start the troubleshooting process. 
  
  All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. In the event the phone suffers from one of these issues, we suggest that the customer reach out to Apple Support.
  
  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:03/21/2025

  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'm filing a complaint against Consumer Cellular on behalf of my deceased fathers account. My father passed away December ****** and I contacted CC on December ******* and again on January ****** and told them about my dad's passing and for them to cancel the account. I was told that it would be taken care of and not to worry about anything. I figured I would receive a final bill in the mail. I received a letter from them on January 5th saying that they tried to take his monthly charges out of his account, which was closed due to him dying. And the balance at this time was $42.44. This amount was for the full month. Then on February 2****** I received another letter from them stating that my deceased fathers inactive account was seriously past due and the amount due was $126.52. Which didn't make any sense to me. Also in between the two phone calls I made to them, my mother also called them and told them to cancel the account. They said that he still owed on the phone, my mom told them to send her a postage paid box and she would send the phone back to them. They got ignorant with her and hung up on her. Neither of the two letters we received were actually bills. No break down of what he owed any money for.

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  BBB 23066447
  ***** ********
   
  
  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 ***** Thompsons concerns regarding their fathers account. ********************** is a postpaid service, similar to electricity, as we don't bill until after services have been used. For security purposes, we are not able to provide details of the bill or account other than the account balance. The account balance on ****** account is $216.78. As a courtesy, we waived the entire balance on the account. The account is officially canceled with a zero balance and no further invoices will be sent to the address on file.
   
  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: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would appreciate a letter from Consumer Cellular stating that the account has been satisfied and closed. Thank you. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted a Consumer Cellular representative about my phone not working in early to mid December 2024. After many phone calls they agreed to exchange the phone under warranty.Consumer Cellular sent me a pre-paid label along with a flimsy envelope.I called to inquire about this because I was concerned with shipping damage the could happen on its return.I was told by the young man that the phone was going to be used for parts anyway.Regardless, I put the phone back in its original box with all the extras, wrapped and secured the label and dropped off the phone after work at our local post office in ******************, ***When I received my bill and discovered it was over $900, I called Consumer Cellular, they claimed I did not mail it within the agreed time. Attached is the paperwork from the post office showing differently.There is a discrepancy on the location of origin, it shows **************, ** on Dec. 29th because it was not scanned from the ******************, MO locaton.I was told I was responsible for this lost phone. I believe Consumer Celllular is the responsible party for these reasons:1. Consumer Cellular provided envelope.2. Consumer Cellular provided label Consumer Cellular did not insure the phone nor did they ship it priority.I did what I was told and I would like this added charge for the phone to be removed off of my bill. Furthermore, I am sending a copy of this grievance to the Better Business Bureau to help with resolution.

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  BBB #********
  ******* ******* (#*****2362)
  
  
  To Whom it May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused when returning their phone under warranty.  We attempted to reach our customer regarding this issue but was unable to speak with them. 
  
  Mr. ******* ******* ******* Galaxy Z Flip6 smartphone was processed for warranty on 12/19/2024. When the warranty replacement device shipped, a prepaid return shipping label was included to return the defective device by 01/09/2025. When the device was not received back by that date, the return was cancelled and an insufficient return charge (IRC) of $799 for the replacement device was applied to the account. As a courtesy, and after tracking confirmed the phone was in transit but not received by Consumer Cellular, a credit of $799 was applied to the account on 02/04/2025.  However, the device was received and processed for return on 02/12/2025 resulting in an additional $799 credit applied in error, which was resolved on 03/21/2025 with an adjustment to remove the additional credit from the account.
  
  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 ************
  ********************************************************************
  www.ConsumerCellular.comTell us why here...

• Initial Complaint

  Date:03/19/2025

  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.

  Dear BBB, I am submitting a formal complaint regarding Consumer Cellular and an unresolved billing dispute on my account. Despite my attempts to resolve the issue directly with the company, I have been unable to receive a satisfactory response or payment arrangement.I contacted Consumer Cellular and raised my concerns about a disputed charge, but I was informed that no payment arrangement could be made due to a policy that favors the company's interests over the consumers. I find this policy unacceptable and unfair.I would like to request your assistance in investigating the following:The company's refusal to offer payment arrangements or alternatives for disputed charges.The lack of flexibility in addressing consumer concerns.Why Consumer Cellular does not provide customers with their account numbers immediately when requested over the phone.Please note that I have already reported this matter to the New York State ************************* and I trust that your office will further investigate this situation as part of the ongoing process.I have attached relevant documents (billing statements, written communication, etc.) for your review. Additionally, Consumer Cellular has recorded our phone call, and I understand they will be required to provide this recording during the investigative process.Please keep me informed of any actions taken and let me know if further documentation is required.Thank you for your attention to this matter. I expect prompt and appropriate action to be taken.Sincerely,***** ******* ************ Account Number: *********

  

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  BBB 23075547
  ***** ******* *****6761
   
  
  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 ***** ******** concerns regarding their Consumer Cellular account and payments. ********************** bills in arrears for monthly services and usage, much like a utility company. Consumer Cellular does not have any set ***** period for customers to make the payments; once an account becomes past due, the services are subject to suspension at any time. When service is suspended, the suspension is system-automated and is based on several factors such as the length of time the customers account has been active with ********************** and the payment history.
  
  To prevent any possible interruption in service, a customers account balance must be paid in full by the due date. Please be advised, if a payment arrangement has been set and payment is not received by the extended due date,the account is automatically suspended, and collection efforts are resumed.Consumer Cellular allows two payment arrangements in a four-month period as a courtesy, however, if a customer misses two payment arrangements in a twelve-month period, we are unable to accept payment arrangements for twelve months from the date of the last failed payment arrangement.
  
  The Wireless Customer Agreement (WCA),section 6.3, states: Consumer Cellular may interrupt, suspend, cancel or terminate your Services without advance notice. When the account became past due, this section of our agreement was exercised.
  
  Since ***** ******** account is past due and two payment arrangements have been made over a four-month period, we cannot create a payment arrangement for the account. We recommend ***** pay the past due amount of $48.65 as soon as possible to prevent suspension of service.
  Additionally, to ensure the privacy and security of our customers' accounts we cannot release information like an account number or PIN/password. Customers can obtain their ********************** account number on their invoices or by logging into ******************************************** with their cellphone number.
   
  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:03/17/2025

  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 was billed for a line they don't have service any longer The bill should be $15.00

  

  Business Response

  Date: 03/19/2025

  
  
               
  March 19, 2025
  
  BBB #********
  *** ****** (****3212)
   
  
  Dear BBB,
   
  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. 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. This same policy applies to canceled lines. The line in question was canceled on 2/21/2025, meaning the final prorated invoice for this line would appear on the month of Marchs invoice. While these charges are valid, weve decided to step out of policy and waive the current months invoice of $41.24 in full. The customers normal billing will resume for the month of April, minus the line that was canceled in February. 
   
  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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