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:03/01/2025

  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 am being twice for the same billing cycle. I made a payment online and Consumer Cellular billing took out another payment from my bank account. After speaking to two agents, they were unable to fix the problem, nor did they what was going on with my billing. I asked to speak to a supervisor and the phone was hung up on me during the transfer every time I called back.02/10/2025Credit Card Payment - card ending in 5014$25.65 02/08/2025Credit Card Payment - card ending in 5014$99.64 01/01/2025Auto pay - card ending in 5014$95.35 12/01/2024Auto pay - card ending in 5014$93.11

  

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  BBB #********
  **** ****** (#XXXXX3552)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We certainly understand that receiving multiple invoices can be concerning. We can assure **** ****** that they are not being double charged for the same billing cycles.
   
  On 1/14/25, the customer contacted our support to set up a payment arrangement for the current amount due of $99.64 for service from 12/12/24 to 1/11/25. The due date was extended from 2/01 to 2/17. On the same day, the customers billing cycle was changed so their future due dates would be more convenient.
   
  The billing cycle was changed from the 12th to the 26th of each month, and the due dates were placed on the 15th going forward. Because of this change, the next billing cycle was prorated for 14 days, 1/12/25 to 1/25/25, to get the account on the correct cycle. This change would also cause the next due date to be 2/15/25 for the smaller prorated cycle, with charges totaling $25.65.
   
  The $99.64 was paid on 2/08/25, and the $25.65 on 2/10/25. As these payments are for two different service periods, the charges remain valid for the service already provided. Going forward, payments will only be due on the 15th of each month.
  
  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: 03/05/2025

   
  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:02/26/2025

  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.

  Was told by a *** that I would receive 2 lines for $60.00 a month. **** came and it was over $80.00 due to unexpected charges I was not told about. I cancelled the service and keep receiving bills. Total false advertising and misleading information by customer service.

  

  Business Response

  Date: 03/01/2025

  March 1, 2025
  
  BBB File No. 22995814
  ********* ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plans. We recently implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in both our AutoPay program and electronic billing.
  
  Consumer Cellulars service charges are pre-tax. This information is provided on our website when selecting a plan and states "*The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing."
  
  On 10/06/24, ********* ***** moved her line of service to ****** ****** account to enroll in our $60.00 For 2 Plan. This plan offers  Unlimited Talk, Text and Data for two lines of service for $60.00 plus tax. To qualify for this plan, the account holder must be at least 50 years old and maintain two active lines on the account. 
  
  As our customers were not enrolled in ******* and e-Billing, their first invoice on the $60.00 For 2 Plan, included the $5.00 convenience fee and taxes for a total due of $81.59. The taxes on our service include city, state, and county taxes based on the billing address. Federal taxes and surcharges are the same for everyone. In some states, other taxes, such as E911, are charged as well. In some situations, a tax may be based on monthly charges with other taxes combined. All taxes and fees are clearly outlined on Consumer Cellular's monthly invoices, most of which are mandated by federal, state, county,?or municipal governing bodies.
  
  On 11/26/24, we explained our prices are pretax and that they would need to be enrolled in AutoPay and e-Billing to have the $5.00 convenience fee waived. Their account was immediately cancelled when both lines of service ported-out to their new service provider on 12/09/24. Their final invoice generated on 12/12/24 for $148.05; $81.59 for the service dates of 10/17/24 11/16/24 and $66.46 for the final prorated service dates of 11/17/24 12/09/24. 
  
  We have spoken with ********* ***** and apologized for any confusion regarding the taxes and fees. We reviewed the call when the line was moved and the plan was changed to $60.00 For 2 and the representative did not specifically state taxes were not included. While both customers had been with us for over 4 years, we waived the final invoice as a courtesy for any miscommunication. The balance due on the account is now $86.02. As the account is severely past due and to prevent it from being sent to collections, we have set up a payment arrangement, extending the due date to 3/30/25. 
  
  Please be advised if payment is not received by 3/30/25, the account will continue to accrue late fees until the balance is paid in full. If the customer chooses not to pay the balance due, the account will be turned over to a third-party collection agency.
  
  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:02/26/2025

  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.

  ************* "Consumer cellular" keeps charging my credit card long after my account was closed.

  

  Business Response

  Date: 03/02/2025

  BBB 22995066
  ********* **** (#*****6750)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customers frustration surrounding their monthly bills. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date.
  
  The bill paid on 02/07/2025 covered the service charges for the billing period from 12/18/2024 to 01/17/2025, which was posted on 01/20/2025 and due on 02/07/2025 for $26.24. When Mr. **** contacted our customer care team on 02/04/2025 to close their Consumer Cellular account, this bill had already been posted but had not been paid yet. The final bill for service included prorated charges for the billing period from 01/06/2025 to 02/05/2025,which was posted on 02/08/2025 and due on 02/25/2025 for $17.14.
  
  We understand that this may not be the answer the customer was looking for; however, as both billing periods include active usage, they remain valid, and no refund or credit will be provided. We contacted Mr. **** and attempted to verify them so we could explain this information; however, they did not wish to provide us with their security PIN to access their account records. As such, we offered to provide them with general information, but the customer disconnected.
  
  Should the customer have any further questions or concerns and would prefer to speak with our customer care team, they are welcome to reach us 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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:02/25/2025

  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.

  Cancelled service early. I got overcharged by one month. I was supposed to get a prorated bill. I tried to speak to them about it. They refused to adjust the bill. My bill was to be paid by auto pay on march 4th and i cancelled service on february 17th. The most i should have to pay is $20 but they maintain i owe $90 despite the $69.76 due on March 4th

  

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  BBB 22970039
  **** ***** (#XXXXX6973)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The account was cancelled as requested on 2/17/25 and **** ***** is not being charged for service beyond that date. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The customer is only charged for the time the account was still active. The service dates for the monthly charges can be reviewed on page two of each invoice.
  
  The final payment made on 2/20/25 for $90.07 is for the service provided from 1/12/25 to 2/17/25, the date of cancellation. The previous payment of $18.99 was for the service provided from 12/12/24 to 1/11/25. The account currently has a zero balance, and nothing further will be due. 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 ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  Account ending 4889 I was added to owner's original Consumer Cellular (**) account to help while he was in the hospital. When he passed his wife asked for my assistance in settling their affairs. His wife changed the ** account to her name and left my name on it with my email address in the fall of 2023. She wanted to change carriers due to poor reception. At ******* she told them she wanted to get rid of one ** phone and transport the other to a new ******* phone. Afterwards he decided to verify with ** that one number was transported and the other number cancelled. She called ** to inform them that she transported the one number and did not need the other phone any longer. My credit card was used for the account starting on October 14, 2023 until February 2025. To my knowledge, I did not authorize the usage of my credit card for monthly billing. I assume ** got my credit card number from my service account. Since October 2023 ** has been billing my credit card for the phone that she thought she had cancelled. The total amount billed was $900.39 The mistake was discovered in February 2025. It is obvious the phone in question was not used. There has been no usage on the phone number since the other number was transported when she told Consumer Cellular she did not need the phone any longer. There was never an inquiry from Consumer Cellular as to why the account was dormant for so long and still being charged. I spoke with a Consumer Cellular representative about this recently and all he was willing to do is to dismissed the last bill in the amount of $29.19. It is very disturbing that Consumer Cellular would take advantage of a senior citizen dealing with the death of her husband and insinuate that she is not being truthful about cancelling the account.

  

  Business Response

  Date: 03/01/2025

  March 1, 2025
  
  BBB File No. 22985214
  ******* ******** (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 and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  Upon review of the account, we see that usage last reported on 10/24/23. As many of our customers only use their cellphones for emergencies, we do not cancel service due to no usage. It is the customer's responsibility to cancel service.
  
  While the account does not reflect that we received a request to cancel service prior to 2/23/25, as a one-time courtesy, we have waived the invoices covering the service dates of 10/25/23 - 2/23/25, totaling $812.84. On 2/27/25, a credit of $54.93 was issued to your card. We have submitted a refund request for the remaining credit balance of $757.91. Refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  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: 03/01/2025

   
  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 thank Consumer Cellular for their quick action reviewing the complaint and the positive results of that review.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/24/2025

  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.

  I cancelled my cell phone account (Pre paid/Pay as you go) with them December 27, 2024. They just recently sent me a past due outstanding bill, saying it will be turned over to collections. I called them today. (02/24/25). **************** told me "Inactive account" is past due 7 days!I told CS, its inactive because I cancelled it two months ago! They verified cancellation, by granting transfer of my main cell number to new company (***********). ** then says- Oh no, its past due from November 2024! A month before I cancelled. I told CS- How can it be a past due outstanding bill, when, A: It was a pre paid account, B: I was pre paid up through the time I cancelled, (history bank acct records as proof).Otherwise they would have never let me transfer my number, if I did owe a past due balance! Thank You.

  

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  BBB #********
  ****** ******* (#*********)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The Consumer Cellular account was canceled as requested on 12/27/24 when ****** ******** line was transferred to another provider, and they are not being charged for service beyond that date.
  
  Consumer Cellular bills are in arrears for monthly services and usage, much like utility companies. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. The customer is only charged for the time the account was still active. The service dates for the monthly charges can be reviewed on page two of each invoice.
  
  The final balance of $60.94 is for service provided from 11/12/24 to 12/27/24, the date of cancellation. The customer used 1040 minutes and 595 text messages during this billing period. Due to the usage on the account and the service provided, the charges remain valid and due. ****** ******* can pay by phone by calling our customer care at ************ or by sending in a money order or check. As with any company, if payment is not received, it is at risk of being sent to collections.
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ****** ******* again. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:02/23/2025

  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.

  In November 2024 I switched from CC to Mint for my phone service, CC kept trying to talk me into not leaving, I had been a customer for over 7 years. I literally had to debate with the c/s *** why I was leaving, finally they closed my account and told me I would have to pay my bill in full to unlock my phone so I could use it with Mint. I did that and after an hour they gave me a code to unlock my phone, it was the wrong code and they directed me to the manufacturer. The phone manufacturer told me to call CC back, I did they gave me a different number and I unlocked the phone and went to Mint. They now are saying I did not pay my bill which I did or they would not have given me the code. They overcharged me by 70 dollars and I would like a refund.

  

  Business Response

  Date: 02/26/2025

  BBB 22980156
  ******** ***** (#*****8863)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customers experience with unlocking their phone and their final bill. 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.Please know that Consumer Cellular obtains unlock codes directly from the manufacturer.
  
  When Ms. ***** paid $68.31 on 11/07/2024, the account was ********** such, an unlock code was eligible to be provided for their device. The unlock code provided was determined to be incorrect. As a result, the customer was referred to contact the manufacturer directly for assistance. When the manufacturer re-issued a new unlock code to Consumer Cellular and the customer contacted customer care to obtain it, the final bill for service had already been posted, regrettably deeming the unlock of their phone ineligible until the new balance is paid.
  
  We corresponded with Ms. ***** and explained that Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. When an account is closed, there is always a final bill for service through the cancellation date.
  
  The payment made on 11/07/2024 for $68.31 covered the service charges for the billing period from 09/10/2024 to 10/09/2024, which were posted on 10/12/2024 and due on 10/28/2024. Shortly after, a final bill of $62.29 was posted on 11/09/2024 for the service charges for the billing period from 10/07/2024 to 11/06/2024. Since we never received a payment, two $5.00 late fees accrued on 01/09/2025 and 02/10/2025, bringing the balance to $72.29.Because valid usage was reported for the billing cycles when the payment was made on 11/07/2024, and for the final bill, they cannot be refunded or waived.
  
  Please note that late fees will continue accruing until the balance is paid in full. If Ms. ***** chooses not to pay the balance due, the account will be subject to further collection attempts and may result in it being turned over to a third-party collection agency.
  
  The customer is welcome to contact our customer care team should they wish to make a payment or have further concerns. If we receive a final payment of $62.29, we may offer to clear the late fees accrued. 
  
  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:02/21/2025

  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 ordered 2 lines from Consumer Cellular and was sent my service information letter that said I would pay $25 for one line and free for my second line. In January I was charged $54.64 and in February I was charged $67.87. I called in and was told by a worker that, that was an error on their part. I then said well then your company has to hold up to what they sent me and was told no that they didnt have a promotion like that. So I said I would go to BBB.

  

  Business Response

  Date: 03/08/2025

  March 8, 2025
  
  BBB File No. 22974293
  ***** ******* (Account No. *****2093)
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ***** ******* established service on 12/12/24 with two lines of service during our 2nd Month Free promotion. This promotion offered a credit for the base service plan, not including any additional lines of service. 
  
  Mr. ******* set up his account online, opting to enroll in Unlimited Talk, Text and 5GB for $25.00 plus tax and an additional line for $15.00 plus tax. When selecting these options, it clearly shows the monthly total due before tax is $40.00.  
  
  The packing slip he received showing $25.00 is incorrect. We do apologize for any confusion this may have caused; however, he was fully informed the plan would be $40.00 plus tax monthly when signing up. 
  
  Mr. ******* cancelled his service on 2/25/25. As a courtesy, we have applied credits totaling $38.18 to his second invoice for the base plan of Unlimited Talk, Text and 10GB. On 3/03/25, a credit of $38.18 was issued to his credit card on file. The account is now paid in full; he will receive one final invoice reflecting the zero-balance due.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22974293
  
  I am rejecting this response because:
  It was not my fault that I was charged the amount they said. I dont want anything more from this company. I just wont ever do business with them again. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/21/2025

  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 wife's stepfather passed Ocotober,2024 and since then her mother moved in with us in ******* and we added her to our **** family plan and gave her a cheap android cell. She still has her husband's cell that he used with consumer cellular but it shows it as sim locked. We contacted customer service and they are refusing to unlock the phone asking the original account holder who is dead to contact them so they can unlock the phone. They basically told us to throw it away even though it was paid for and the account cancelled right after he passed..

  

  Business Response

  Date: 02/23/2025

  BBB 22958103
  *** *****
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that *** ***** is frustrated with their locked Consumer Cellular phone. Consumer Cellulars unlock policy, which can be found in our Wireless Customer Agreement, Section 3.1, states, If you wish to use this Device with the service of another wireless carrier, you (or Consumer Cellular) must enter an unlock code. We will provide the unlock code upon request if you meet certain criteria, including,but not limited to, your Device is paid in full and account in good standing..
  
  Please know that Consumer Cellular is not a prepaid service. We bill in arrears for service and usage, so an outstanding balance was left on the account through the date of cancellation.
  
  Once an account is canceled, a final invoice for service and usage is issued through the account cancellation date. Unfortunately, the balance on this account was not paid, so the equipment cannot be unlocked. Since we did not receive payment, the account was transferred to the **************************** (***) collection agency on 01/07/2025. Consumer Cellular is no longer pursuing collection efforts, and all contact regarding this balance after 01/07/2025 will be provided through PCS. When an account is moved to ***, the entire account - including the balance owed - is transferred.
  
  We understand the answer provided is not the answer *** ***** was seeking; however, as valid usage has been reported, our position will not change. *** ***** must contact PCS at ************** for all payments, arrangements, negotiations, or questions about the balance, as Consumer Cellular no longer owns this debt. Once the debt is settled, the customer can contact our billing department for the following steps to unlock the equipment.
  
  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: 02/24/2025

   
  Complaint: 22958103
  
  I am rejecting this response because:

  We immediately contacted the business and cancelled the account, so the charge was baseless. We did also talk to customer service who told us not to worry about it since the person died. What a wonderful business!!!
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:02/21/2025

  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.

  They threatened me with collections on an acct that has been closed since 02/2025 and paid in full plus phone returned an accepted. every month they try to charge this fee. I have to call once a month to correct this fee. I have to worry about them trying to ruin my credit for $16.00 RETURN CONFIRMATION Dear ******* *****,This is a notice that we processed your return on 2/4/2025. You have been refunded $57.72.Thank you for choosing Consumer Cellular; we value your business. If you have any questions or need assistance, please visit us at our Contact Us page or give us a call at **************************************************************** ********************** logo YOUR eSIM HAS BEEN DELETED Dear ******* *****,You are receiving this email because your request to delete the eSIM from your device on service number: ************** is now complete.If you did not make this request or would like to obtain a new eSIM, please log in to My Account or call us at **************.Consumer Cellular logo FINAL INVOICE PAST DUE PAYMENT DETAILS $16.46 BALANCE PAST DUE DUE DATE PAY ONLINE *******,Your final invoice balance of $16.46 is past due. Make a payment as soon as possible. Failure to pay could result in your account being sent to collections.A few ways to pay:Visit the Online Payment Tool and pay with credit or debit. No log in required Call ************** and say "make a payment".Log in to My Account and click "Pay Now". Don't have a My Account? Register here.Sincerely, QUESTIONS? FAQ | CALL ************** | FIND A STORE Consumer Cellular *********************************************************************************** ****************** | Return or Cancel | Terms Comm Code *****

  

  Business Response

  Date: 02/21/2025

  February 21, 2025
  
  BBB File No. 22971501
  ******* ***** (Account No. *****1924)
  
  
  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 and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date.
  
  ******* ***** established service on 12/20/24 and purchased the ******* Galaxy A35 5G on 12/27/24. On 1/29/25, we waived the customers first invoice and cancelled the account, per their request. On 2/04/25, the phone was processed for return and a credit of $53.72 was issued to their credit card. We spoke with the customer on 2/20/25, and as a courtesy, we waived the balance on the account; the cancelled account now has a zero-balance due.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
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