Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

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

  
• 

  Consumer Cellular

  PO Box 45859 San Francisco, CA 94145-0859

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  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.

  They keep harassing me through the mail and they are rude to customer that don't have an account with them

  

  Business Response

  Date: 06/16/2025

  BBB 23473200
  ******* ********
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company, as well as the poor experience when speaking with our representatives. We value our customers and strive to provide them with the best experience, both in our customer service and with our products.We are sorry to hear this is not what Mr. ******** experienced. We have forwarded Mr. ********** concerns to the appropriate department for further review and training.
  
  Additionally, we have removed Mr. ********** name and address from our mailing list. Please note that it may take 2-4 weeks for all our systems to be updated. The customer may receive additional marketing materials while all systems are updated. If Mr. ******** is a member of ****, they may also receive promotional material for our services through **** and will need to reach out to **** directly to be removed from their mailing lists.
  
  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: 06/24/2025

   I want them too stop bugging me I'm not even a customer. I want my name really removed. Please  because my wife called the company. Thank you

• Initial Complaint

  Date:06/12/2025

  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 am supposed to be on this business do not mail, do not call and do not email. 6 years ago I was placed on this business do not lists. I have not done any recent business with this company as well provided my email mailing address or phone number. Their marketing and ************* some how found my new address and added me to the annoying solicitation list. I am happy with TMobile and I do not plan on switching any time soon, and it want be them. I left them do to them adding data charges and they was not what they was selling. I have been with ******* since 2014 and I am very very happy with them.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  BBB 23463276
  ****** ******** *****6105
   
  
  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 ****** Robinsons frustrations regarding receiving marketing ads after being removed from our mailing list. We found that Zericks address was still associated with the canceled Consumer Cellular account, so we have removed the address completely from the account. ****** will no longer receive Consumer Cellular marketing ads.
   
  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:06/12/2025

  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 challenge anyone to successfully cancel Consumer Cellular's service on its website when that service is no longer ********* wife had this company's service. She died at the end of January of this year. Consequently I promptly tried to cancel her service. I was unable to do so.For several months before my wife's death, Consumer Cellular was aware she was not using the service. So Consumer Cellular continued to charge me for a service I obviously did not need and tried diligently to cancel. By now Consumer Cellular has forwarded my outrageous bill to a collection company.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  BBB 23462072
  ***** ******** *****5666
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ***** ******** is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation.
  
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (***), on 05/13/2025. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 05/13/2025 would be provided through PCS.When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations or questions about the balance should be referred to ********************************** at **************. 
   
  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: 06/15/2025

   
  Complaint: 23462072
  
  I am rejecting this response because:

  Consumer Cellular failed utterly to respond to my complaint. 
  What ****** *. of Consumer Cellular wrote was boilerplate gobbledegook, therefore an insult.   That fact alone should give a clue as to the companys ethics.  
   Here I borrow a headline from the website of the ************************ to repeat my complaint for the benefit of the BBB and Consumer Cellular:  "************************ Announces Final 'Click-to-Cancel' Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships.  Agency acts after receiving more than ****** comments from the public"
  
  
  Furthermore, if a customer has paid for a service reliably for years, then stopped using the service, an ethical business would stop billing that customer.  That customer was me paying for my wife's phone service.  For several months before she died, she could not and was not using the service.  Consumer Cellular was aware of that because it has a "meter" on service usage.  Upon her death in late January of this year, I tried unsuccessfully to cancel her service, then stopped paying for her service, yet Consumer Cellular continued to bill me for a couple of months!  Now the latest from Consumer Cellular to me by way of the BBB is insulting irrelevant gobbledegook.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother and father both had phones with **. My mother wanted to move to a different carrier, now my father does. My mother couldn't get her number released, so we abandoned it. Now ** isn't releasing my father's number. Every time I get a pin they refuse to accept it to release the number to the new carrier. It appears to me the ** NEVER lets go of a number. After reading all the complaints I'm now concerned they are also going to charge us while we wait for the release. How can BBB offer ** a membership when they are such a poor company for older folks?

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB #*******
  *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer experienced while trying to transfer to a new provider. We spoke with the account holder, ******* *******, on 6/11/2025. During our call, we confirmed that the mothers line referenced in the complaint was fully transferred to the new carrier on 5/5/2025. 
  
  The account holder stated they do not wish to transfer the remaining number to a new provider and would like to keep their service with Consumer Cellular. As Mr. ***** is not the account holder, we cannot allow the mobile number to be transferred to a new provider. Consumer Cellular takes account security very seriously, and as a result, no changes can be made to an account or mobile number without the account holders approval. 
  
  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:06/10/2025

  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.

  February 2024. We ordered the Verve unit which never worked right out of the box. We called many times to troubleshoot and ask for a new unit but they refused to exchange until we completed multiple trouble shooting. This was over the course of two months, February and March. Meanwhile, we have been unable to contact our Mom by phone for almost two months yet we are still paying her Bill. 4/16 1:15pm I called and just told them we need a Return Auth and exchange. She says "sorry it is out of the return window." I said "It has NEVER worked. Mom broke her hip. WE NEED A REPLACEMENT." She said "you declined trouble shooting yesterday" I said "no we trouble shot it at ********** multiple times. I told my brother to try it at his house and it still does not work. We need a new unit. "Yes *** I understand, I will make a few notes and proceed" We have spent another 20 minutes on the phone and still not done - "because troubleshooting has not happened in 10 days we can't process. PLEASE PUT YOUR MANAGER ON THE PHONE. Yes ***...Mgr: I told him that we have spent more of your time than the unit is worth. He is looking at the notes. I told him that all we need is a swap. That it has NEVER worked. - he is reviewing the notes now. 26 minutes and counting.-called back to see the last note on the account 5 min later :) She said: "Supervisor submitted a ticket to get this resolved" "let me go back and check the status" me: - HOLD music - we want to give it 24 hours after getting a replacement FINALLY, the unit arrived then our Mom died on April 29th. Consumer cellular upon hearing that our Mom passed offered no condolences or apologies but rather stated that will still be billed for the cycle ending May 15th. Two weeks after she died. We paid for her bill for 3 months and never had service yet they did not care. I'm astonished at how little the company cares and how long it took for us to obtain a replacement unit.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  BBB #********
  ****** ******** (#*****4834)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We attempted to reach our customer by phone but were unable to speak with them. Consumer Cellular would like to express our condolences to ****** ******** and their family for the loss of their mother and during this difficult time, help with the closed account. 

  
  Upon review, we confirmed very low usage during the time the account was active and have applied a credit of $25.89 and waived the final invoice.  A refund request has been forwarded to our accounting department and once approved, ****** ******** will receive a credit refund applied to the credit/debit card on file.  If the card on file is no longer valid, a check will be mailed to the billing address on file.  This process can take up to 2-3 weeks to complete. 

  
  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:06/09/2025

  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.

  Subject: 72-Hour Ultimatum Return of My Personal Number and Financial Restitution:Dear Consumer Cellular and Corporate Department,I am writing to you in my capacity as CEO of *****************, *******************, ******************************* and Consulting ***************** to demand the immediate return of my personal phone number ************, associated with account number *********, which was wrongfully canceled by your fraud ************* is unacceptable that I have been linked to fraudulent activity when I have never engaged in any illicit actions. The arbitrary cancellation of my account and the withholding of my phone number have caused severe personal and business damages, disrupting communication with clients, partners, and suppliers, and negatively impacting the operations of my companies.Meanwhile, your company continues to provide services to individuals who are actually committing fraud, demonstrating a flawed internal process.Therefore, I demand the immediate return of my phone number and financial restitution for the damages incurred. If my request is not fulfilled within 72 hours, I will initiate the necessary legal actions, escalating this case to the highest judicial authorities, in accordance with U.S. law.I expect your prompt response to avoid unnecessary legal consequences.Sincerely,********************** CEO ***************** ************************* Consulting Engineering Services Consulting ***************** ************

  

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  BBB #********
  **** ***** (#XXXXX2299)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that Mr. ***** has lost access to his phone number.
  
  When an account is canceled or suspended for any reason, approximately 30 days after the service has ended, the numbers on the account are returned to a pool to be reassigned to new customers. When a number has been recycled, it can no longer be restored. Our billing team asked for documentation to address account concerns. As there were discrepancies with the documentation provided, Consumer Cellular could no longer offer service to Mr. ****** and the account was closed on 3/12/2025.
  
  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: 06/11/2025

   
  Complaint: 23446257
  
  I am rejecting this response because: 

  Subject: Final Request for Phone Number Reinstatement and Compensation for Mishandling

  Dear Consumer Cellular Representatives,

  I am writing to express my deep frustration regarding the negligent handling of my request to recover my phone number. Despite numerous attempts to reach out, I have received no proper resolution nor any genuine attempt on your part to address the matter.
  

  While I understand what has been previously communicated, I do not accept the loss of my number as a result of your teams failure to act responsibly and within the appropriate timeframes. This has caused both personal and professional consequences.
  

  I no longer wish to use your services. I am demanding the immediate reinstatement of my phone number. There has been no fraud associated with my account, and I possess full legal documentation confirming my identity as a business owner operating in and outside of ******************
  

  Your failure to act may constitute a violation of my consumer rights as well as possible breaches of federal and state laws. For that reason, I am also requesting financial compensation for the damages caused by your mishandling of this case.
  

  This is my final direct communication before I take legal action and escalate the matter to the ************************ and the appropriate courts. If you wish to reach a resolution and avoid legal steps, you may contact me directly at the following numbers:
  

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

  I will not accept the loss of my number under any circumstance. I expect a swift and conclusive response.
  
  
  Sincerely,
  
  **** ***** Polo

• Initial Complaint

  Date:06/06/2025

  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.

  Consumer Cellular allowed another individual to take control of my account that is under my social security credit and autodrafts from my bank account. I received an email saying that my password had been changed. My soon to be ex husband called them and they gave him my account to charge whatever he wants on my bank account. I no longer have access to an account that is solely in my name.

  

  Business Response

  Date: 06/14/2025

  June 14, 2025
  
  
  BBB File No. 23437150
  ******* ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 5/12/23, ******* ******* requested to add ****** ******* as a secondary user on her account. When a secondary user is added, the representative must provide the following information: By adding a Secondary User on the account, please be aware they will have full access to the account and be able to make financially impacting decisions such as changing plans,adding service lines and ordering equipment. As the account holder, you will be held financially responsible for any changes they make on the account. If the account holder does not verbally agree to this, the secondary user will not be added to the account.
  
  At no time was the account in any name other than ******* *******.Anyone on the account may access the online account if they know the *********** is the customers responsibility to set a unique password and determine who may have access to the password. It was explained that the order in which the phone numbers show up on the account are they order in which they were originally added. We are unable to change the order in which they are displayed.
  
  Per the customers request, we removed the secondary user and the security PIN and online password were changed. As ****** ******* is no longer a secondary user, he will not have access to the account and if any assistance is needed in porting out his phone number, ******* ******* will need to contact us for 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23437150
  
  I am rejecting this response because:

  When I called on May 12th, I requested that ****** ******* be issued a pin to transfer his phone off my account and specifically requested that he be given no other access to the account.  The *** I spoke with said it wasn't an issue and that she put the notes in the file that he was not to be added as a user or given any access and only be issued a pin to tranfer his number off the account.   

   

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

• Initial Complaint

  Date:06/06/2025

  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 switched to Consumer Cellular nine months ago. Started getting dropped calls, voice mail wasn't working properly. Decided to switch to another carrier for our cell service. I get an email from Consumer cellular for just about a full months service when I should only be charged for five days coverage. I call them and was told we charge a full month no matter when you cancel our service and was told all the carriers do that. I know for a fact the other carriers all prorate the amount of time you have been with them.I shouldn't have to pay a full month for five days coverage.

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  
  BBB / 23435250
  ****** ****** (#*****9049)
  
  
  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 will no longer prorate service charges for canceled lines or accounts. 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. This information is provided in Section 1.2 of our Wireless Customer Agreement.
  
  While we understand that this is not the resolution Ms. ****** was hoping for, our stance remains unchanged. A refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and the industry standard.
  
  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: 06/09/2025

   
  Complaint: 23435250
  
  I am rejecting this response because: i don't agree with this at all. All companies prorate
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/06/2025

  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 kept getting bill statements and emails from consumer cellular stating that I own them money. I was on call with them for several times explaining that I never signed up for their services. The manager previously stated that they will close the account and remove all outstanding charges on the bill. Now I am still getting bill reminder from them and threatens to send the outstanding balance to a collection agency.

  

  Business Response

  Date: 06/08/2025

  June 8, 2025
  
  BBB #********
  Jingyun **** (#XXXXX7728)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the concerns surrounding Jinyuns account.
  
  The account under Jingyun Wangs name was started on 9/23/2024. Jingyun contacted Consumer Cellular to let us know they were unaware of the origin of the account on 2/24/2025, and the account was closed as fraudulent the same day. 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 returns the funds to the customer, this action creates a balance on the account, as under normal circumstances, it is a balance that is still owed. We are sorry that this was not cleared automatically. As the account was previously deemed fraudulent, we have removed the balance. Consumer Cellular will take no further collection action, and nothing is owed. 
  
  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:06/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got switched to consumer cellular a few days ago. We are not receiving messages when someone calls. We aren't getting caller's ID either. Our phone is a older model and don't have text and email. The reception is a lot clearer now. Please fix these problems.

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB/23432285
  *** **** (#*****7031)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach the customer regarding their complaint and have been unable to do so. 
  
  We have verified that the services are active and available to the customer. The issue with voicemail is due to it not being set up on the customer's device. We're happy to assist with the setup and encourage the customer to contact our customer service team for further assistance.
  
  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 ************
  ********************************************************************
  ******************************