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:08/17/2025

  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.

  Sign up for a plan. Receive ** network SIM. Pop the **** SIM out, install the ** SIM, and go through the activation process. All only to have ** say: we have encountered a problem activating your line. Please call. Yeah, well now upon reinstalling my old SIM, this so as to friggin be able to call, my phone says: for emergency calls only. So, not only has ** failed to activate my network access, but they have rendered me without a phone! Never the fact that they have ALREADY charged me for their service (which has not been provided). Add to it all, with "chat" being the only means of contacting customer support, there all we find is unhelpful, do-nothing, circularly spun blah-blah-blah. If there is a less helpful help contact anywhere in this country, I would be greatly surprised. As things sit, I HAVE NO PHONE; and this is far from acceptable!

  

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
   
  BBB #********
  **** ******** (*****4270)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration **** ******** experienced with getting services working on their phone. We contacted them, and they advised the issue had been resolved. They will be calling back later this week to activate their second line with Consumer Cellular.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23759127
  
  We figured out the network access issue. Consumer Cellular may in the future want to explicitly note on each SIM card mailing which phone each particular chip is for; as sending two chips when two lines are being switched over, but without noting which SIM is for which phone, creates the problem we experienced.

  On another subject: while with AT&T, our long text messages always afforded very long character filled messages. Now, however, I continually receive the "can't enter anymore characters" message. This limitation is a deal-breaker. When one must breakdown messages and then send multiple text messages on the same messaging subject, it's more than merely a hassle; it creates a sense of disorganization that the recipient of the text assumes is reflective of the sender. Nobody would make 5 trips to the grocery store each week because they are only allowed to utilize 1 grocery bag per visit. Such is not only poor form, but it's an avoidable hassle. The fact that one's cell carrier in **************** utilizing a protocol that was only of utility during the early days of limited tower access is troubling.

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

• Initial Complaint

  Date:08/17/2025

  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 been a Consumer Cellular client off and on for a number of years. I decided to cancel my account and go with another carrier. I canceled on June 28, 2025 which was one day after the start of a new billing cycle on June 27, 2025. Despite this, I was charged for a full month of service that I did not use. I contacted Consumer Cellular to dispute the charges of $52.72, but they refused to cancel the charge. I then filed a written complaint to Consumer Cellular corporate headquarters and was called and once again refused to cancel the charges claiming they do not pro rate charges as per their written contract. However I have a copy of my original contract which states in section 1.2-You may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred through the Date of Termination. Even though the Agreement is canceled, you are liable for all charges to your Number through the Date of Termination. Consumer Cellular says they changed the agreement, but I was never notified. Section 1.3 of my agreement states: We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any time. We will provide you with notice of material changes either in your monthly bill or through separate notice. I never received any such notice. I should not be billed for an entire month of unused service.

  

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
   
  BBB #********
  ***** **** (#*****4749)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration that our billing has caused ***** ****. We contacted them and reviewed the charges. On 06/28/2025, they contacted us about porting out. We advised on that call that if they were to port out, they would be responsible for charges from 06/28/2025 through 07/27/2025. ***** **** called back later that day and completed the porting-out process, canceling the account. We have advised that the charges of $52.72 are valid.
   
  ***** **** was looking at our old Wireless Customer Agreement. We advised that we had sent changes to Wireless Customer Agreement notifications via email starting on 06/16/2025, and that the updated agreement could also be found on our website. The updated Wireless Customer Agreement states: 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.
   
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23758548
  
  I am rejecting this response because:
  We had already arranged with another carrier to have a technician at our home to bring our new phones and set up the services. We were still under the assumption that our bill if we had one would be prorated. We were never sent an updated agreement and it seems a bit absurd that we would be expected to constantly check online to see if there was a new agreement. It was Consumer Cellulars responsibility to notify us in writing as stated in our original agreement. When they told me over the phone that we would be charged for the whole month, it was too late. As I stated the technician was already at the house. We are being charged for something we never received. We did not use the service that whole billing period. That sounds like fraud to me. Consumer Cellular used to be a good company to deal with. They have certainly gone down hill. I cannot agree to this fraudulent charge. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/16/2025

  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.

  This is being filed on behalf of my mother, ******** ***. My understanding is that she received a new *** card around end of December 2024 or beginning of January 2025. Consumer Cellular deactivated her old *** card before she could activate her new *** card, and she has been unable to use her phone. I'm not sure why the **** at Consumer Cellular weren't able to activate her *** card since it's a simple process. Perhaps because she didn't know her PIN, but there should be an option to reset a PIN without an email address or the ability to text. My mom would have been able to receive a PIN reset text if ********************** hadn't deactivated her old *** card before activating the new one. I tried calling them myself today (8/16/2025) and we had to cancel the service since it's apparently impossible to reset a PIN without an email or text. Again - why deactivate an old *** card before the new one is activated? That can leave people without phone service. The *** had no option but to ask me to guess what the PIN is, but that was sort of a ridiculous request since there's probably an infinite number of combinations of numbers between 0 and 9, and the likelihood of us getting it right within the length of time of your average phone call is slim to none. I don't have the exact date that the *** card was deactivated, but since it was the card's deactivation before the new *** card could be activated that caused my mom to not be able to use her phone, I'm hoping she can get a refund for the amount of time between today (8/16) and whenever the *** card was deactivated. She has been essentially paying for a dead phone through no fault of her own besides not knowing her PIN, as far as I know. If any of these details are not correct, I'm happy to amend what I've written here. This is what I believe happened based on what my mom has told me and what she has believed happened. Since she is older and not very tech savvy it's possible she may not have understood the situation.

  

  Business Response

  Date: 08/24/2025

  August 24, 2025
  
   
  BBB #********
  ******** *** (#*****6433)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We apologize for any frustration this billing issue may have caused ******** ***. We contacted them, but they were unable to authenticate their account information. They advised that they would call at a later time. We have reviewed the account, and we show that their SIM card was never disconnected. We sent them a new SIM card on 12/30/2025, but there was no contact from them to activate this SIM card. They contacted us on 05/02/2025, to activate a phone that they had purchased at a retail location. They were unable to provide the information for the device, so we were unable to activate it. They advised that they would call back when they had someone who could help them. The next contact initiated by them was on 08/16/2025, when they canceled the account.
  
  The charges on the account for the final and previous billing cycles are valid.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/24/2025

   
  Complaint: 23756596
  
  I am rejecting this response because: I do not think the sim card was not deactivated. My mother said her phone did not work. Is there proof that Consumer Cellular can provide that the old sim card was working until we cancelled the account recently, besides just saying that it wasn't deactivated? My mom may not be tech savvy but I'm pretty sure she can tell whether or not her phone had service.
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:08/16/2025

  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.

  Consumer Cellular is insisting that I pay for services that were not rendered. I left the company on July 11, 2025. My current bill is for service from July 9, 2025 to August 8, 2025. I will pay for 2 days but not 30. I attempted talking with 2 individuals and was told they will not pro rate the bill.

  

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
   
  BBB #********
  *** ******* (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration that our billing has caused *** *******. We contacted them and reviewed the charges on the Consumer Cellular account. They ported out and canceled the account on 07/11/2025. When the account was closed, they were in their billing cycle, which started on 07/09/2025 and ended on 08/10/2025. We advised of Section 1.2 of our Wireless Customer Agreement, which states that the service is billed until the end of the current billing cycle. We have advised that the charges of $60.16 are valid.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/15/2025

  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'm tired of the thousands of commercials we have to see 24/7 on my tv shows,they are annoying and turn me angry when i see or hear about ******* or ****** or ***** so pkease stop with the saturation.

  

  Business Response

  Date: 08/19/2025

  August 19, 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, whether it be our customer service, our products, or our marketing. We are sorry to hear that our commercials have caused an inconvenience. Our commercials are designed to grab attention and engage potential customers. We hope to appeal to people of all walks of life. Maybe our next campaign will resonate with ***** ******** or at least put a smile on their face.
  
  We are happy to forward ***** ******** concerns to our marketing team. Our commercials are certainly not meant to offend or upset. While we cannot guarantee that the number of commercials will change in the future, we place heavy emphasis on our customers opinions as to how we may provide a better service to them.
  
  Thank you for allowing us to address these concerns.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:08/15/2025

  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.

  I was hooked by Consumer Cellular on a tv ad for $20.00 per month for a guy my age, 60's retired on social security. So I went to ****** to sign up and it took multiple trips but I finally got it done. As soon as I was operational the clerk tells me it's not 20 but 25 per month because of taxes that are not disclosed in their tv ads or on sign up until you're signed. My first bitter consumer cellular pill, but I swallowed it and moved on with life. Consumer Cellular[CC] requires direct access to my checking act. Shame on me but I never checked until recently and realized they were taking 32 and change not 25. I called them and they said on nov/2023 I somehow used over 5 gigs so they automatically upgraded my service for 5 gigs which is 7 dollars and change more per month. When I questioned them they told me I had never gone over 1 gig before or since. I told them obviously this is a mistake and I requested a refund. They said they sent me 1 email when they raised my price and I only have 90 days to dispute the pricing. I reminded them they advertise and claim 100% award winning customer satisfaction, and they advertise and claim no contracts just great customer service. I also said you text me and send out real mail but on an unwanted price increase 1 email is not satisfactory or fair. I also pointed out their lies, $20.00, award winning customer satisfaction and no contracts all to no avail. I insisted CC owes me over $150.00. They said no and this conversation is over. To me, they lie, cheat, false advertise and steal from the elderly, I'm done with Consumer Cellular. My problem they changed my plan without authorization and I've been overcharged for 21 months.

  

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  BBB Case #********
  ******* ***** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the frustration the customer has experienced with their monthly bill. We spoke with ******* on 08/17/2025. ******* signed up for service with us on 08/17/2023 with one line at $15.00 per month plus tax, which provides unlimited minutes, and a 1GB Connect plan for $5.00, which provides 1GB data and unlimited texting, for a total of $20.00 per month plus taxes and surcharges.
  
  After the first month's invoice was generated on 09/18/2023, ******* called multiple times between 09/20/2023 and 10/05/2023 to inquire about the charges listed. During the calls, our agents advised that taxes and surcharges are not included in the plan rates shown in our ads. This is because taxes and surcharges vary based on the customer's geographical area, and will not be the same for all customers. 
  
  The customer also asked about the $5.00 auto-pay/email billing opt-out fee and was advised that Consumer Cellular is not charging a fee to opt-out of automatic payments or email billing; however, we do offer a discount of $5.00 to our customers who choose to use our free auto-pay and email billing process. All customers receive a $5.00 service fee, and those who choose to use auto-pay and email billing receive a $5.00 credit. After being advised of this, the customer chose to opt into auto-pay and email billing and has not been charged for this since then. 
  
  Consumer Cellular offers two different types of service: minutes are on one plan, and data services are combined with unlimited texts on the Connect Plans. Should the customer exceed their plans limits, their plan would automatically be upgraded. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher than expected usage, or in the case the customer signed up for a plan that was too small to cover their usage. Customers may change their plan each month based on usage. 
  
  As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
  
  ******* was automatically upgraded to the 5GB plan on 11/10/2023 when their data usage exceeded their 1GB data limit. This increased the customer's bill from $20.00 to $25.00 plus taxes and surcharges. As all of our Connect plans include Unlimited Texts, customers text usage does not trigger an upgrade. The customer received an automatic usage alert email, and the customer has received an invoice each month since then, reflecting the current month's charges. We have verified that the customer's usage exceeded the 1GB data plan that they were on at that time, and as a result, the charges are valid, as we received no contact requesting to lower the plan back to their original plan until 08/17/2025.
  
  Customers do have the option to opt out of our automatic upgrades; however, once they have reached their plan limit, the data speed would be reduced for the remainder of the billing period unless they request to change to a higher plan with more data available. The customer opted out of our automatic upgrades on 08/10/2025. As a result, the customer's plan will no longer increase automatically without their request. 
  
  All information regarding our automatic upgrades, opt-out fee, and taxes and surcharges is listed in our Wireless Customer Agreement, which gets sent out for new accounts and equipment purchases. This information is also available on the Consumer Cellular website under terms and conditions. As valid usage occurred, which triggered the upgrade, no credit was due to the customer; however, as a one-time courtesy, we have issued a credit of $50.00 to the account balance.
  
  We also processed a past due payment of $15.13 to reinstate the customer's account, as they were previously suspended for non-payment. The customer's plan was lowered back to the 1GB data plan, which he originally signed up for, and we have advised that his bill will be $20.00 per month plus taxes and surcharges going forward.  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:08/14/2025

  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 cancelled my service with Consumer Cellular on 7/28/2025. They are charging me for service from 7/12/2025 to 8/11/2025, not prorating the bill for services not provided. I spoke to their billing office today who told me that they changed their terms of refunds from prorating to no prorating in June 2025. I received no notice of this change in billing terms. Only the last (final invoice, enclosed) specifies that no prorating is provided. A past invoice is provided which has no similar language. I paid this final invoice in full under protest and expect a refund of approximately half the amount paid since I was never notified of a change in their billing terms.

  

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  BBB File No. 2374818
  **** ********* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until we receive a request to cancel service or until the number(s) are transferred to a new provider. 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 available on our website under Help, 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."
   
  This information is also available in the Wireless Customer Agreement (WCA). This agreement is binding when service is activated on your specific phone number(s).  Per Section 1.2 of the ***, For existing customers, you may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred in your final invoice. We may also cancel this Agreement. If we do, we will attempt to notify you in advance. Even though the Agreement is canceled, you are liable for all charges to your account through the last day of your monthly billing cycle. If you cancel your Service before the end of your billing cycle, we will not prorate or refund the monthly Service charges on 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.
   
  Our WCA was updated with this information on August 15, 2024; however, the policy was not implemented until 4/01/25. As a one-time courtesy, I have applied credits totaling $26.62 to your account. We have submitted a refund request; refund checks are printed each Friday, however, refund research can take up to three weeks.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 08/17/2025

   
  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:08/14/2025

  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.

  Last November, I changed from being with ******* for 20 years to Consumer Cellular. Highly recommended by Consumer Reports. I purchased a brand new iPhone 16. The last few weeks, my iPhone has been unable to go to lock mode. This means the screen stays on all the time. My battery is done, if I don't catch it by early afternoon. Consumer Cellular tech support was great. The **** worked to try and resolve the problem. We went from one call, changing some settings, to the next call a network reset, to the final fix being a master reset. Each time, tech support told me not to worry, my phone is still under warranty, if we can't resolve it, Consumer Cellular will replace my phone. Every fix failed. Today, I called Consumer Cellular to get my phone replaced. Tech support was about to replace my phone when a supervisor stepped in by the name of **** S out of ********, and flatly refused to replace my phone and told me I had to go to ***** for replacement. She would not consider reason nor stand by what her **** had been promising for weeks. I did contact *****. They will replace my phone, however it will cost me a total of $62 to cover shipping the new phone and returning the broken one.

  

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  BBB / 23746068
  ***** ****** (#*****4841)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Mr. ****** over the phone today regarding these equipment issues and communication regarding the warranty process. We apologize for any frustration these issues may have caused.
  
  We understand and empathize with the customer's frustration; we have carefully reviewed the account and all prior communications with our agents regarding this matter. Our review indicates that the process was handled appropriately and in accordance with our policies.
  
  While Consumer Cellular is authorized to sell ***** devices, and we can assist the customer with the troubleshooting process for their devices, we are unable to process warranties for iPhones directly. All warranty replacements for Apple iPhones are fulfilled directly through ***** within the first year of ownership. Once troubleshooting is completed with our agents, warranty claims must be processed between the customer and ******
  
  We appreciate the customer bringing this matter to our attention. Our goal is always to ensure customers receive accurate information and timely resolution, and we will continue to work to improve communication in situations such as this.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23746068
  
  I am rejecting this response because:  The business resolved all responsibility, and claimed they handled their response appropriately.  Consumer Cellular contacted me on 08/20/2025.  They agreed, based on the recorded calls, that better training was needed to insure the customer is made aware that they do not handle the warranty, ***** does.  The call made no attempt, or offer to compensate the customer for their inconvenience.  Therefore, based on that call, no further communication or further action is needed.  I want for the record that Consumer Cellular's response to BBB was clearly to absolve them of any responsibility for the way they handled the situation and better training of their **** is necessary.  Regards.  ***** ******
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/13/2025

  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 have landline service through Consumer Cellular with a Verve machine. I started it barely 3 months ago in May. Yesterday I noticed that I couldn't dial out or make calls. I received calls and everything else worked except the most important thing! I called this morning and got a very nice girl that had me do a myriad of things to try to fix it. I was on the phone with her over half an hour and I was in pain and needed to get off the phone. I asked her several times to just send me a new machine but she said I would have to buy a new one and she couldn't send me one. UNHEARD OF!!! A machine that breaks after 3 months and they don't stand behind it and replace it!!!! She finally transfers me to her supervisor who SHE SAYS will help me. That is a laugh. He's got a big problem dealing with angry customers, old women and I'm sure he would have NEVER treated a man the way he treated me! He said that there were more tests to do and that's when I got angry. I'd been doing everything possible for nearly an hour now and I needed to get up since I'm elderly and disabled. I told him that but that didn't matter. He didn't care and although it was mentioned that the machine was still under warranty he said I had to do more testing or he couldn't do anything. That's when he decided that he was going to talk down to me and tell me that he wouldn't talk to me unless I stopped yelling at him. That, of course, only made me madder! I asked him repeatedly what the tests were that he insisted on and he just continued telling me that I needed to not speak to him like I was. HIS TESTS were never explained to me. Then he told me that I should hang up and call back when I was calmer. The longer I was kept waiting WITHOUT A PHONE the madder I would get!!! This guy should be FIRED!!! I can't believe that there is someone like that working at Consumer Cellular! I've had their cell phone service for years. No problems. YOU NEED TO LISTEN TO CUSTOMERS THAT HAVE TROUBLE!

  

  Business Response

  Date: 08/17/2025

  August 13, 2025
   
  BBB #********
  ***** ******* (#*****4797)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration that ***** ******* experienced with the signal quality of her home phone service. We contacted ***** ******* and reviewed her equipment to make sure it was connected properly. We sent signals to her device and had her power-cycle. Once the device was powered back up, she was able to make and receive phone calls.
   
  Sincerely,
   
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/19/2025

   
  Better Business Bureau:
  
  After I sent this complaint to you they had a knowledgeable tech call me and he was able to get my phone working in less than a minute!  He had me do a couple steps that worked immediately that the so called manager who spoke down to me earlier didn't even know how to do!  I would suggest that if they are transferring customers to TECH SUPPORT they connect them to somebody that is actually trained and knowledgeable and not someone who puts you on hold while they read the manual to see what to try or a manager who is only interested in showing you what a big shot he is while he knows nothing about solving your problem!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/12/2025

  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 witched to Consumer Cellular because it has a great price for seniors. However, my phone was off for 4 days and the online chat made the phone worse. I could at least get and receive texts; however, after putting in a new **** card, as was suggested to me by one of the customer service **** I lost everything. The only call I could make was for emergency. Moreover, there was no live technician that could look at my phone at ******,This is one drawback of their service, there is no live ***** that can assist you. I am sure this is why many people leave their service.Please I implore you, to obtain technicians to help with the phone when it loses service.

  

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB File No. 23739637
  ****** ******** (Account No. *****2001)
  
  
  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 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). 
    
  Customers are welcome to use their phone, purchased from another carrier, as long as it supports a GSM *** Card, is VoLTE (Voice over LTE) compatible, and is unlocked for use with any carrier. While most new phones are compatible and have a high success rate of being activated, we cannot guarantee the compatibility of any phone that Consumer Cellular did not sell.
  
  ****** ******** signed up for service opting to use his phone from another provider on 9/18/24. On 7/21/25, it was determined that the Access Point Name (APN) settings would need to be updated by 9/09/25 or the device will no longer work. On 8/08/25, VoLTE was added to the line and due to the *** not matching, they were advised they would need a new *** card, however, the account does not reflect that the new *** card was activated.
  
  On 8/12/25, their account was cancelled when their phone number transferred to their new service provider. The balance due on the cancelled account is $28.43 for the final billing cycle of 7/16/25 8/15/25.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23739637
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********