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:10/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted a price of 55 dollars a month for 2 lines and 15 dollars a month for each additional line documented by the company. After getting 2 months of bills I was overchafged by 30 dollars each month. After talking with supervisors they told me they would call with a decision in 48 hours. Never got a call and the company changed my plan without my permission online while also cutting my data plan by 3/5. Had 50 gb and the cut it to 20gb which is not adequate for me. They still say there is nothing they can do. I believe they are being predators toward the elderly thinking we will just take it. I am not a happy customer and will be switching services !

  

  Business Response

  Date: 10/22/2025

  October 22, 2025
  
  
  BBB #********
  ***** ****** (#XXXXX4138)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and for allowing Consumer Cellular the opportunity to respond.
  
  We understand the response provided may not be the resolution the customer was hoping for, and we genuinely appreciate their patience. Consumer Cellular will provide training to ensure continued clarity and consistency in communicating plan details. However,as this matter has already been addressed with the customer, our position remains unchanged.
  
  As outlined in Section 4.4 of the Customer Agreement, the terms regarding indemnity are as follows:
  
  To the full extent allowed by law, you hereby release and agree to indemnify and hold Consumer Cellular and its officers, directors, employees, agents, subsidiaries,affiliates, partners, suppliers and licensors harmless from any and all claims or demands... INCLUDING CLAIMS ARISING IN WHOLE OR IN PART FROM THE ALLEGED NEGLIGENCE OF CONSUMER CELLULAR...
  
  On October 10, the customers plan was changed online and not through customer service.
  
  We apologize for any inconvenience this may cause. Unfortunately, we are unable to issue a credit or adjust the line fee to $15 per line. The current rate is $20 per line, as outlined in our plan structure and communicated in the order confirmation emails sent in July.
  
  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24049399
  
  I am rejecting this response because:
  they have done absolutely nothing !
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new phone on what was supposed to be a payment plan I was spose to make a down payment for around 150$ well they took just about 1800$ from my account when I contacted them about it they said i couldn't get a payment plan so they took the whole bill witch I never agreed to then they said i could return the phone and get my money back witch i sent back as soon as I received it well then it took about 3 weeks to get my money back then I switched to a different company so now they took another 80$ from my account on the 17th and when I called about it they said I set up payment plan why would I set up a payment plan when switched company's

  

  Business Response

  Date: 10/22/2025

  October 22, 2025
  
   
  BBB #********
  ***** ******* (#*****4812)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this payment might have caused ***** *******. We contacted them and reviewed the payment processed on 10/17/2025. Mr. ******* contacted us on 9/11/2025, regarding a device refund they were expecting. Due to the balance of $84.69 being past due, our representative asked if they would like to set up a payment arrangement. They gave us authorization to initiate the payment arrangement. When the payment arrangement was created, they got an email advising them of the payment arrangement amount and due date.
   
  The payment that was processed for $84.69 on 10/17/2025 was originally due on 9/5/2025.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled services from this company in June 30th, at the time I was charged 2 months of services, with out explanation. 3 months later, on September 30th I get another bill for $130.12

  

  Business Response

  Date: 10/28/2025

  October 28, 2025
  
  
  BBB File No. 24043777
  **** *****/***** ***** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and for allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, similar to how utility companies operate. As a postpaid provider, our service is offered on a month-to-month basis and remains active until a cancellation request is received or the phone number(s) are transferred to another carrier. The account stays active through the end of the billing cycle, and customers may continue to use their service. Final billing reflects the full billing cycle, which aligns with industry standards.
    
  To establish service with Consumer Cellular, customers must be at least 18 years of age. While minors may have service under our plans, they must be included on an account established by an adult. If a parent sets up an account in a minor childs name, the parent assumes legal responsibility, as minors do not have the legal capacity to enter into a binding contract until they reach the age of 18.
  
  On 12/24/22 **** ***** initiated service under his minor childs name, ***** ****** using his own date of birth, social security number, billing address, and payment method.This issue was not brought to our attention until Mr. ***** cancelled the service on 7/27/25.
  
  To protect our customers information, we are only authorized to speak with the account holder or a verified secondary user (who must be 18 years or older) after they confirm the accounts security PIN. As Mr. ***** is neither the account holder nor a designated secondary user, we are unable to access the account in full.
  
  As previously communicated to Mr. ****** we have waived the final invoice as a courtesy. The remaining balance on the cancelled account is $67.56, which includes $62.56 for service provided between 6/22/25 and 7/21/25,along with a $5.00 late fee. Since usage occurred during this billing cycle,the charges are valid.
  
  If payment of $62.56 is received, we may waive the late fee. Please note that late fees will continue to accrue until the outstanding balance is paid in full. If the balance remains unpaid, the account will be referred to a third-party collection agency.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service,I had paid my bill in advance and however they keep billing me

  

  Business Response

  Date: 10/21/2025

  October 21, 2025
   
  BBB #********
  ******* ****** (#*********)
   
   
  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 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 end of the billing cycle.
   
  ******* ******* account was suspended for non-payment on 9/19/23 and subsequently cancelled on 11/18/23. As we did not receive payment for services provided through the suspension date, the account was transferred to the collection agency **************************** (***) on 11/28/23. When an account is moved to ***, the entire account - including the balance owed - is transferred. For all payments, arrangements, negotiations or questions about the balance, ******* ****** will need to contact PCS at ************** as Consumer Cellular no longer owns this debt.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/20/2025

  Type:Customer Service 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.

  Cellular service ended on October 4th and charged through October 16th for full month bill =$33.30 I want to only be charged for days I used (17days). I should be Credited $13.79 and should only pay $19.51.Reauesting credit so I can pay final bill of $19.51 by due date in November.

  

  Business Response

  Date: 10/21/2025

  October 21, 2025
  
  BBB #********
  ****** ******** (#XXXXX4862)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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 ****** ******** experienced. 
  
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled, it will be billed until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement. Our customers were notified via email of changes to our Agreement.
  
  While we understand this is not the resolution ****** ******** was hoping for, our stance has not changed. A refund or credit will not be applied to prorate the final charge for the line/account per our policy and the industry standard. We can confirm that the agent who canceled the line/account set the proper expectations with the customer to ensure a smooth cancellation process. At the time of cancellation, the customer had the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the customer is billed through the end of the billing cycle in which their request to cancel was received.
  
  The final balance is $33.30 due 11/06/25. For immediate assistance with this payment, the customer may contact customer service at ************** or use our live chat feature at **********************************************.
  
  Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 10/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isnt satisfactory. I feel its not worth my time & BBB's time to continue pursuing.  Its unfortunate Consumer Cellular couldnt meet my expectations. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/20/2025

  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 decided to use Consumer Cellular as my cell phone provider back in April sometime. One specific reason was that it did not require a contract and thus I can cancel my membership anytime without a penalty fee. I cancelled its service on October 8 due to a much better price offer from my internet provider. I received an auto bill payment email from CC dated today 10/20/2025. I could not check what billing cycle period it covered because I'm locked out of my accout already. Two different **** tell me on phone that today's payment covered only Sept 1 - 30 and that I should expect to pay another full payment to cover Oct 1 - 31 because it's a new policy Consumer Cellular passed in April that no matter when you leave the service, even if it's the early or midcycle that I have to pay for the full month. I believe that I was not made aware of this policy when I signed up. And, even if the sales *** read the statement quickly over the phone to get me to agree to before I could subscribe to its service, in my opinion, this is a major unethical business practice--robbing of their clients of their hard earned money when the service is not even provided. ** does not call it, but it's an indirect, sneaky penalty fee imposed for cancellation. The final bill should be billed at a prorated rate covering only the dates of CC's service. That is only the right thing to do.

  

  Business Response

  Date: 10/21/2025

  October 21, 2025
   
  BBB #********
  ****** ****** (#*********)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 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 ****** ****** experienced.
   
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled, billing will continue until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement. ****** ****** joined our service in April 2025.
   
  While we understand that this is not the resolution ****** ****** 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 industry standard. Since the customer ported their numbers to a different provider and the account was electronically canceled, we were unable to set the proper expectations verbally. At the time of any verbal cancellation, our customers have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the expectation is set that the customer is billed through the end of the billing cycle in which their request to cancel was received.
   
  A final invoice will be generated on 11/03/25 and be due 11/20/25. For immediate assistance with processing the payment, the customer may contact customer service at ************** or use our live chat feature at **********************************************.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 10/25/2025

   
  Complaint: 24039754
  
  I am rejecting this response because: it's an unethical business practice. Consumer Cellular pretends that it provides the best options to the senior citizens and also provides a 5% discount to the **** members to entice its members to choose CC. But I think that it actually takes advantage of the older generations who may not be as savvy in understanding the new cell phone technology, data usage and related billing practices as that of the younger generations.  They mainly focus on what appears to be a cheaper cost whereas when you really compare the data usage it allows per plan, it's really not the cheapest or the senior friendliest. When I was cancelling on October 8th, the *** should have informed me that I'd be billed until October 31st and that I have an option to remain on the plan until the end of the cycle and also should have asked me if I want to hold off on transferring out to a different provider. Instead, the *** circled around ***eating the same p***ared statements and questions re why I was changing in order to  delay giving me the transfer out pin info to a point for me to say, "Could I just get my transfer out pin number please?"  Ultimately, if CC chooses not to grant my request and thus is too cheap to credit me $22.56 for no service, I can't fight it. But rest assured that I will be talking about my experience with my friends and acquaintances to advocate not to choose Consumer Cellular as their cell phone carrier.  I do not expect a further ***ly from Consumer Cellular, however, I think that BBB should enforce Consumer Cellular to disclose in bold big obvious letters on their website about being billed for the full cycle in the event the customer cancels in the middle of the cycle--right after it indicates how there's no contract, no early cancellation penalty. How ironic will that be, but that is how they can be fair,  transparent and honest with its business practice with the twisted policy. 
  
  Sincerely,

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

• Initial Complaint

  Date:10/19/2025

  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 have two phones 0906 and 3838. The ******************************* stolen and replaced and the replacement phone has already been received by me and set up and it is working well. Apparently whoever has the lost/stolen phone changed the password to access phone messages. When I tried to change it to something different I wasn't able to make that change. The message said in order to change the current (unknown) password (on the 3838 phone) I need to first type in the current password (which I don't have since it was changed without my knowledge or consent). When I spoke to your customer service department they said whoever has the old phone can access the Internet via public Wi-Fi but they can no longer make calls or access my phone messages using the old phone. Apparently whoever has the old phone had it long enough to change the voicemail password because your representative turned the old phone back on by mistake before I received the new one. If I don't receive a call back from someone who is competent enough to understand my problem and guide me on how to fix it I will file a complaint with whoever regulates your company so they can find out why you don't train your employees to NOT turn a lost/stolen phone back on before the new one is set up. I have since received the new one and it is working fine. TO BE CLEAR THIS IS NOT A REQUEST TO SHUT THE CURRENTLY FUNCTIONING 3838 PHONE BACK OFF. IT IS A REQUEST FOR HELP WITH CHANGING THE PASSWORD USED TO ACCESS THE 3838 PHONE MESSAGES. As an FYI a copy of this request is being sent to the BBB in the form of a complaint.****** ****** PS - You can reach me at ************. If you call and get my voicemail leave me a message that includes the name, title and direct dial phone number of the person who will be helping me. If you call DO NOT just leave a message saying "This is Consumer Cellular calling please call us back our main customer service phone number 1 800 etc".Thank you

  

  Business Response

  Date: 10/27/2025

  BBB 24035274
  ****** ****** (#*****3835)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear about the loss of Mr. ******* device and the trouble accessing his voicemail.
  
  Mr.****** notified our support team on 10/06/2025 that his phone was lost or stolen, and we promptly suspended the associated line to prevent unauthorized use. On 10/11/2025, he contacted us again to order a replacement device. To complete the order, the line was reactivated. Unfortunately, the original device was not re-suspended after the order was placed.
  
  We apologize for any inconvenience this may have caused and have forwarded Mr.******* concern to the appropriate department for further review and training.
  
  Mr.****** also expressed concern that the voicemail password may have been changed by the individual who had the lost device. For security, voicemail passwords can only be changed by entering the current password or through a reset by our support team. Weve confirmed that no unauthorized attempts were made to access or modify the voicemail settings.
  
  Mr.****** is welcome to verify this by accessing his online account and reviewing usage records during the timeframe the device was lost or stolen.
  
  On 10/20/2025, Mr. ****** contacted us again and successfully reset his voicemail password. Should he need further assistance, our support team is available at **************.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/17/2025

  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 had consumer cellular for years they constantly slowed my data before I reached 50 GB there were times I would get lost and my data was so slow I'd have to pull over and beg them to reset my data so I could get home or to an appointment this was just one issue finally I switched and they made it as difficult as they could refusing to give me my account number cause I did not get paper bills it was crazy now they are billing me a full month plus 5$ they want 35$ total that's my compensation for years of stolen data.please help I owe no more money for years of horrible service not easy as pie .I promise all but 30$ they added 5$ are threatening to send me to collection I disputed with ********* the refuse to respond to dispute they are desperate .I think k they are in trouble e due to horrible service .I owe 0$

  

  Business Response

  Date: 10/25/2025

  October 25, 2025
  
  BBB File No. 24031843
  ****** ****** (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, similar to how utility companies operate. As a postpaid provider, our service is offered on a month-to-month basis and remains active until a cancellation request is received or the phone number(s) are transferred to another carrier. The account stays active through the end of the billing cycle, and customers may continue to use their service during that time. Final billing reflects the full billing cycle, which aligns with industry standards.
   
  Additional details regarding our billing practices are available on our website under Support & FAQs and states: "If you cancel your service before the end of your billing cycle, we will not prorate or refund the monthly charges in your final invoice. You will continue to have access to your services until the end of your billing cycle, unless you transfer the number for your service to a different carrier prior to the end of the billing cycle."
   
  On 10/08/25, we received notice that ****** ****** disputed a charge of $30.10 from the original final billing amount of $54.44 for the cycle spanning 7/06/25 to 8/05/25. This payment, processed on 8/25/25, was reversed, and a $5.00 late fee was subsequently applied to the account.
   
  When a customer disputes a payment through their financial institution, the funds are withdrawn from Consumer Cellular and returned to the customer. However, this reversal does not ****** the customers financial obligation for the original charges.
   
  As a result of the disputed payment, the cancelled account now carries a balance of $35.10, which includes the $5.00 late fee. If the customer remits the original $30.10, we are willing to waive the late fee. Please note that late fees will continue to accrue until the outstanding balance is paid in full. If the customer chooses not to pay the balance due, the account will be referred to a third-party collection agency.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 10/26/2025

   
  Complaint: 24031843
  
  I am rejecting this response because:
   they need to respond to citi bank they will realease  30$ but they need to respond to my credit company they will release the 30$ and  please report consumer cellular for not providing unlimited data ask for my complaint call logs I had to constantly call because they slowed my data when I was under 50 GB now I'm with ********* I have had no problems like I did with CC please forward to FCC  unethical business practices they are in trouble due to poor service
  Sincerely,they are desperate if you can't give proper service don't lie they don't have unlimited data. Very disatified glad I'm with a better company.
  
  ****** ******

  

  Business Response

  Date: 11/01/2025

  November 1, 2025
  
  
  BBB File No. ******** Rebuttal
  ****** ****** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. ****** ****** was grandfathered into our Legacy Unlimited plan, which includes unlimited talk, text, and data for $50.00 plus tax for a single line of service.
  
  As is standard across the wireless industry, unlimited data plans may experience reduced speeds once a customer exceeds a predetermined usage threshold. This practice helps maintain overall network performance and ensures a consistent experience for all users. In our case, data speeds are reduced after 50GB of high-speed usage within a billing cycle. While we understand that slower speeds can be frustrating our Acceptable Use Policy  prohibits mobile data from being used as the primary source of home internet. 
  
  ****** ******* data speed was reduced once on 8/05/24, after exceeding 50GB of high-speed usage. Normal speeds resumed with the start of the new billing cycle on 8/06/24.
  
  On 10/08/25, we received notice that ****** ****** disputed a charge of $30.10 from the original final billing amount of $54.44 for the cycle spanning 7/06/25 to 8/05/25. Since the funds were not collected, the payment was reversed and a $5.00 late fee was applied to the account. To waive this fee, Ms. ****** must first cancel the dispute with her credit card company. Once the dispute is dropped and the funds are returned to Consumer Cellular, the late fee can be waived and the payment applied to the account balance.
  
  Since the dispute was initiated by Ms. ******* only she can cancel it. Consumer Cellular is unable to take this action on her behalf. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 24031843
  
  I am rejecting this response because:my data was constantly slowed before I reached 50gb that's why I left CC their service is very poor I was previously  granted a discount due to their poor service my citi bank asked to g em to dispute the 30$ had the followed through if they thought they were untitled to the 30 they only needed to respond because they did not ********* closed the dispute in my favor I'm disgusted that their response is a lie . I had to call Constantly my data was at 15 no th 50 and they slowed my data then I'd have  to call and ask them to reset my data it was exhausting this is not how customers should be treated . 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/17/2025

  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.

  September and October 2025 After I cancelled my membership with your company twice, once in August and once in September, after you stopped service on my account in August for non payment, you still took $112 out of my account in September and then another 80 in October, after I had spoken to your company about cancelling a 2nd time. I had a lengthy conversation with a manager about this. I don't understand how a company who states they are all about aiding the over ***************************************** even after discussing that needed moneys for rent, prescriptions, and even a needed hotel room after being evicted due to me not having the money to pay for those needed necessities after you have taken with out consent my rent and prescription money.

  

  Business Response

  Date: 10/25/2025

   
  
  October 25, 2025
  
  BBB 24031434
  ******* ****** (#XXXXX6115)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration regarding the billing on ******* ******* account.
  
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider, and service is month-to-month; service will remain active until a request to cancel is received or the number(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard. This information is outlined in our Wireless Customer Agreement (WCA) and is also available on our website under Support & FAQs.
  
  When ******* ******* Consumer Cellular account was active, it was enrolled in automatic payments scheduled for the 15th of each month. On August 15, 2025, an automatic payment of $56.13, covering the billing period from June 26 to July 25, was attempted but declined. Notifications were sent to the customer via letter and email regarding the failed transaction.
  
  Over the following weeks, the system made additional attempts to process the payment, all of which were unsuccessful.
  
  On September 15, 2025, the system attempted to charge $112.26, which included the previous unpaid balance of $56.13 and the current charges for the billing period of July 26 to August 25. When this payment was also declined, additional communications were sent warning of potential service interruption. These included a letter, email, text message, and phone call.
  
  After receiving no response, the account was suspended on September 19, 2025.
  
  On September 25, 2025, the $112.26 charge was successfully processed, and the account was reactivated. Later that day, the customer contacted us and cancelled the account. 
  
  We have made multiple attempts to contact ******* ****** regarding their concerns, but have been unsuccessful in reaching them. As there is no record of a prior cancellation request and the account shows active usage, the charges are considered valid. Therefore, a refund will not be issued.
  
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:10/14/2025

  Type:Delivery 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.

  On or about 10/7/25 I called Consumer cellular based on their commercial that will "cut my bill in half." Everything sounded good so I paid the activation fee and then was asked if I wanted my SIM card delivered "overnight" at an additional cost of $10. Now it's a week later and I find out that I was supposed to call *** to verify my address so they can deliver my package. I have ordered many things from hundreds of places and always verified my address with whom I ordered from. Do I need to verify that the UPS driver got gas so he could deliver the package? Do I have to call and verify Shell delivered gas to the station where the post office gets their gas?!

  

  Business Response

  Date: 10/21/2025

  October 21, 2025
  
  BBB #******** 
  ****** ****** (#*****7185)
   
  
  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 shipping of their order. 

  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 ****** ****** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded our customers concern to the appropriate department for further review and training.

  Consumer Cellular typically does not reimburse a customers shipping expenses. However, as a courtesy, we have applied a credit of $10 for the shipping fee.  The credit will be applied to our customers first invoice. 

  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************