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:08/12/2025

  Type:Customer Service 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.

  Included is my first contact with BBB regarding the consumer cellular issue. Never having received a sim card. I had to find another provider for cell phone. After contacting you they have been harassing me. I told them prior to reporting them that they DO NOT have my business no matter what they do. They continue to email mail and call me. I will not tolerate this aggressive tactic. Trying to charge me after I reported them to you is unacceptable and they know I do not have services e with them so what are they charging me for? If this does not stop I will contact local media and complain to that forum how this scamming is unprofessional and attempting to o force me into a financial debt I do NOT owe. CEASE AND DESIST FROM THIS INTIMIDATION FROM THESE LYING VAGABONDS

  

  Business Response

  Date: 08/19/2025

   
  
  August 19, 2025
  
  BBB 23737459
  ******* ***** (#XXXXX5910)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of any frustration ******* ***** has experienced with their account.
  
  ******* ***** contacted us to create a new Consumer Cellular account and placed an order for a physical SIM card to be mailed via standard shipping. Upon reviewing the tracking information provided by ****, the order was delivered on 7/31/25. As a courtesy, and due to a prior complaint, we waived the shipping costs. 
  
  As ******* ***** is a new customer, our system has sent automated communications to welcome them to Consumer Cellular. Multiple emails have been sent to help with completing their phone number transfer and activation. Consumer Cellular did not receive any sort of cancellation request from the customer, and as an active customer, they were sent multiple communications. 
  
  As the customer has mentioned they have found a new service provider, and because they have not contacted us to activate service, we have proactively cancelled their account to avoid further billing charges. As a courtesy, and due to no usage, we have waived the balance on ******* Weists account. 
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:08/12/2025

  Type:Customer Service 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 calling many times a day, I kindly explain I am not the person they are looking for, but keep calling with different numbers. I have never had any business with them. They keep trying with different numbers which is bad for me since I am expecting to be called from jobs and are they again.

  

  Business Response

  Date: 08/13/2025

  August 13, 2025
   
  BBB #********
  ****** Paez ****
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company. Upon investigation, we are not able to locate an account or prospective customer page using ****** **** Mezas name, email, mailing address, or phone number provided. Without more information, we are not able to locate an account with only the name *******.
   
  As a courtesy, we have removed ****** **** Mezas name and address from our mailing list. Please note that it may take 2-4 weeks for all our systems to be updated. It is possible that they may receive additional marketing materials while all systems are updated. If they are a member of ****, they may receive promotional material for our services through **** and will need to reach out to AARP directly to be removed from their mailing lists.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
   

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been researching cellular phone plans that included a cellular smart watch plan. I found that consumer cellular had both. They advertised both plans on many websites. I called their customer service number and verified that they had cellular smart watch plan for $5. I had to disconnect and call back and again verified with their customer service *** that they had both plans. I started the conversion on my cell phone I had to be transferred to an activations *** who also confirmed the existence of this cellular smart watch plan. I started the process of adding the cellular watch plan to my watch through an app on my Apple phone. It directed me to call consumer and add the plan so I did. There was a lot of confusion. The *** said that they did not have anything like that. We went back-and-forth for 10 minutes. I asked to be to a manager. The manager got on the phone and said no they did not have a cellular, smart watch plan. I asked her specifically even though its advertised on your website on the Internet and through the Apple app. She said no they do not have that plan at this time. This is one of the main reasons I was leaving ********. Cellular phone plan was much cheaper as was the watch plan. The manager said they did have a smart watch plan that was not cellular but used Bluetooth through the existing phone account. It was $5. I said youre gonna charge me $5. to do what I can do for free through the Apple application using Bluetooth? She said yes. Complete mis***resentation and even though its $5. it is gouging a customer charging them for something that they can do for free themselves. What they dont tell you is even though your watch is cellular it has to be used with your phone. The whole reason I got a cellular watch was to use it when I did not have my phone close by. Now I have an expensive watch and I cant use the most feature

  

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  BBB Case #********
  ****** *** (#XXXXX0278)
  
  
  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 customers experience trying to add ******************* to their account. We were unable to reach the customer via phone or email. Apple Watches can be paired and used with an iPhone regardless of whether the user decides to set up a ********************** plan on the watch. If the customer does not have a ********************** plan set up on the watch, then the watch will only function for most features while connected to the phone via Bluetooth and/or WiFi. We do not charge customers for this if they are not adding a cellular plan. 
  
  Apple Watch plans are $5.00 per watch line. When a customer adds a ********************** plan to their Apple Watch, they can use the watch for calling, texting, and data, even when not in range of the iPhone. This is the benefit of having cellular service on an Apple Watch. It is designed to stay connected even if the phone is powered off or at a long distance, where WiFi and Bluetooth cannot connect. In this sense, the watch operates just like the cellular line and only has to be connected to the phone once to set up service initially. After that, the watch will connect to our carrier's cellular towers to provide service when not in range of the iPhone. 
  
  We reviewed the account and found that when ****** initially added an Apple Watch plan to his account, the ********************** service setup was not complete for the watch, and the watch's eSIM was never installed. This is why, even though the customer had added ******************* to his account, the Apple Watch did not have service when the phone was powered off. 
  
  We apologize that the customer was given incorrect information about this. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ****** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded ******* concern to the appropriate department for further review and training. 
  
  Should the customer choose to add the Apple watch plan again, or if they have any further questions, they are welcome to contact our customer care team at ************, or they may also chat online with us at ********************************************************************, and we will be happy to assist them. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:08/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/5 I switched my phone plan through Consumer Cellular, reducing my plan charges from 2 phones to a single line of service. I understood my charges to be for a certain amount, but when I get the bill it's actually double what I should be paying. After calling and speaking to four people and waisting my time, the only explanation I get from CC **** is that I made the changes during my billing cycle and they won't, not can't, but won't give credit for the phone that was ported to a different carrier that CC has NOT provided service for. If I had understood their "policy" that they only take the time to explain when they don't want to give credit, I would've made a better decision financially to pay for my phone with one carrier instead of two. I was told I went over my minutes which I DON'T BELIEVE because my line is always using Wi-Fi at home which they encouraged me to do! Honestly, I see this as CC overcharging me for reducing my services through them. Not using sufficient communication so consumers can make wiser decisions only benefits CC. Not taking responsibility for it and telling me what they do is within right and I should've read from their website instead of being told by **** they hire to do a complete job instead of half-assed is not fair to me and my wallet!! By no means is it appropriate to charge me for a service you're not providing me and tell me, "oh well, it's what we do." I asked to be credited for the phone that haven't seviced and CC declined to accommodate me, so I will take my business elsewhere!!!

  

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  BBB Case #********
  ***** ***** (#XXXXX1249)
  
  
  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 that the customer is experiencing with her monthly bill. We spoke with the customer on 08/11/2025. During the call, we explained that 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 through the end of the current billing cycle. 
  
  The customer ported out one of her two lines on 07/05/2025, and then called on 07/06/2025 to change her plan from our AARP unlimited 55 for 2 plan to the 5GB plan with one line of service. When a customer changes their plan, they receive an automated email showing the cost of the new plan. Since the customer only had one line of service at the time of the change, this cost would be $14.25 for the line fee, $9.50 for the 5GB data plan fee, plus taxes and surcharges going forward. 
  
  Later, on 07/14/2025, the customer exceeded the 5GB of data available on her newly updated plan and was automatically upgraded to the next plan available, which is the 10GB data plan and costs $9.50 more than the 5GB data plan for a total of $19.00. In total, the customer used 8.46 GB of data during this billing period. By default, all customers are enrolled in automatic upgrades, as this ensures the customer's data will continue to work throughout the month and prevents excessively large bills with overage charges. 
  
  As the customer had previously always been on an unlimited plan, her plan never needed to be upgraded until she lowered it. The customer has since called in and has disabled her automatic upgrades, so her plan will no longer be automatically upgraded unless she specifically requests a plan change. If the customer exceeds the 5GB data limit going forward, data speed will be reduced for the remainder of the billing period. 
  
  Lastly, on 07/28/2025, an invoice was posted to the customer's account for $62.63 for the billing period from 06/26/2025 to 07/25/2025, and is due on 08/15/2025. Of this amount, the customer was charged $14.25 for the first line fee, $19.00 for the upgraded 10 GB data plan fee, $14.25 for the second line that ported out on 07/05/2025, as the line was active during the billing period, $3.00 for a device protection plan that the customer opted into, and $12.13 for taxes and surcharges. 
  
  Regarding the second $14.25 line fee, even though the line was ported out prior to the end of the billing period, customers are responsible for the full month's line fee when canceling a line. If the customer chooses to cancel a line, they have the option to leave it active for the remainder of the billing period and continue to use it. Since the customer ported out her line prior to the end of the billing period, they forfeited the remaining time they were able to use the phone for that billing period. 
  
  We understand that the customer was not advised of this specifically prior to porting out her line. This information is listed in our Wireless Customer Agreement, which gets sent out for new accounts and equipment purchases. Additionally, this agreement is also available for review on our website. All charges are valid, and no credit was due to the customer; however, as a one-time courtesy to the customer, we applied a $10.00 credit to their account, which lowered the total due to $52.63. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:08/09/2025

  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.

  Have a phone that's consumer Cellular, don't have an account that's **********************, nothing on my record. They refused to unlock the phone unless the previous owner calls and we don't have that info.

  

  Business Response

  Date: 08/10/2025

  August 10, 2025
  
   
  BBB #********
  **** ****** (no account)
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration that attempting to get a phone unlocked has caused **** ******. We have advised that the previous owner of the phone would need to contact us to request that the phone be unlocked. We have yet to hear from the previous owner of the phone to process this request.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/08/2025

  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 complained to consumer cellular since Sept. 2024 about the phone they sold me not working properly. Their only answer, over and over, was to do a "master reset" of the phone. In April 2025, I requested a refund for the phone and wanted to cancel the service. I was told to wait until May, when the warranty was close to being up to send the phone back for repair. I called back in May 2025, and was told it was too late for repair or replacement. I was transferred to a supervisor who hung up on me when her trouble shooting was unsuccessful. I called again, requesting someone knowledgeable with the phone, not just reading from the manual, which I had already done. I was told to find the number for ******* on my own, as consumer cellular had no obligation to help me with that request. Consumer cellular tells people they are so great and wonderful but I have found the representatives to be uninterested, not trained in any type of tech issues other than reading the phone's manual and not at all able to problem solve. This entire experience has been one big nightmare, waste of money and, in my opinion and experience, smacks of a scam.

  

  Business Response

  Date: 08/16/2025

   
  
  August 16, 2025
  
  BBB / 23721964
  ****** *********** (#XXXXX5306)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ****** *********** has experienced issues with their device. 
  
  ****** *********** joined Consumer Cellular on 4/8/24 and ordered a ******* Galaxy A03s. Consumer Cellular has a 30-day return period for equipment bought on a new line of service, and during this time, the customer can return the equipment for a refund. Additionally, all new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure.
  
  ****** *********** contacted us on 4/28/25 about issues with their device. They were informed that the device was no longer returnable, nor was it eligible for a warranty replacement. We have reviewed the account and were unable to find any history of the customer contacting us about ongoing issues with this device, any discussion of a warranty, or any previous requests for a refund. As the phone was purchased with our Easy Pay financing, the customer is responsible for the remaining balance on this device. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23721964
  
  I am rejecting this response because:you, ******** *****,  are simply not being completely truthful. I will continue to pursue additional legal and civil avenues to prove consumer cellular is not what they tell people based on my awful experience. I will also continue to tell my story and hopefully save others from this company. In addition, who told you - ******** ***** - that I was not paying for the phone? Who told you - and when - ******** ***** , that I ever said I would not continue to pay the balance, which is only a few dollars at this point. Your statements smack of slander and are wholly untrue. I will seek restitution via legal avenues. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:08/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular, whom I no longer use, changed my email address in my customer account without my permission or calling to inform me. I received an email in April showing the changes that were made, but the name of the new email address was covered up with stars for confidentiality. When I called recently to cancel my account and switch to another service provider, the customer service department would not tell me what my email address was over the phone. As a result, it took longer to cancel my service and made it more difficult to access my account online.

  

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB #********
  ****** Boulanter (#*****1554)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by this issue.
  
  Mr. Boulanter contacted our customer service on April 7, 2025, requesting to add a different email on the account to receive the needed one-time passcode to reactivate a previously deactivated phone line. During the call, the original email was replaced with an email provided by our customer, and an email was sent to the original and new email advising of the change on the account.  Within the email, a portion of each email address is redacted for security reasons.
  
  Our customer contacted ********************** on July 24, 2025, to request the information needed to transfer a number to a new provider. Our representatives assisted the customer in accessing their online account to locate the required account number and then sent the secured port out PIN (SPOP) via text message.  Once the new provider submitted the transfer request and the number was released, the account was closed the same day, July 24, 2025.
  
  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 a request to cancel is received or the number is transferred to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service to align with industry standards.
  
  The most recent payment, $74.08, was posted to the account on August 11, 2025, for service from June 22 through July 21.  The number was transferred to a new provider on July 24, and the final invoice will be processed after the close of the billing cycle on August 21.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23718823
  
  I am rejecting this response because: On April ******, I did not specifically request that my email be changed. This is not a true statement, and my email may have been changed indirectly as a result of me requesting the line to be activated. Because this was a secondary action that I did not call to specifically request, I reject this response and will state that this response from Consumer Cellular is not true. Consumer Cellular chose to change my email address without verbal contact or permission to do so. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account cancelled June 27. New vendor ATT billed me June 27th. Consumer cellular advised they did not complete process until July 1. They are billing me for the full month of July. They do not prorate a bill. I want the bill for July cancelled due to my call on June 27 to cancel my account.

  

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  BBB File No. 23712157
  ****** ****** (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 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). 
   
  ****** Keisers port out request was confirmed on 6/27/25, however, their new service provider did not complete the activation process until 7/01/25. As a courtesy, we have applied credits to the account totaling $65.24 and the balance due on the account is now $3.18. As usage reported through the cancellation date, the charges remain valid.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:08/05/2025

  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 purchased a Smart Phone from Consumer Cellular about 1 year ago. It recently stopped ************* calls and a visit to their local site all resulted in the same response.This is an obsolete model (IRIS Connect) and you did not purchase an insurance plan therefore there is nothing we can do.Why did they sell me an obsolete model? Do I have any recousre for obtaining another phone?

  

  Business Response

  Date: 08/05/2025

  I would like to take this opportunity to thank you for reaching out to Direct Checks Unlimited.  We are committed to providing the highest quality customer service. 

  The attached complaint appears to be related to a different company. I apologize for any inconvenience this misunderstanding may have caused.

   

  Sincerely,
  
  ********* *********
  Direct Checks *********************
  

  

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  BBB #********
  ******* ******** (#***5644)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration that ******* ******** has experienced with their phone. We contacted ******* ******** and reviewed the issues theyre having with their device. We have exhausted all troubleshooting options with the phone and are unable to find a resolution for the issue. When they purchased the phone, they opted not to enroll in the device protection program. Theyre outside of the 1-year manufacturer warranty, and with no protection program. To get services back working properly, a new device will need to be purchased. At this time, they have declined to purchase a new device and canceled the line.
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:08/04/2025

  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 switched from ******* on 6/29/25 to Consumer Cellular the same day. The monthly cost of the Consumer Cellular (CC) account was to be $60 a month which was over $30 a month less than my Tmobile plan so it seemed a great deal. I received an activation email from Consumer Cellular dated 6/29/25 which means I officially left TMobile on 6/30 and was with Consumer Cellular. The switch included bringing a second line belonging to a family member. Our excitement quickly turned to anguish and frustration! Neither of our phones would work properly. My family members phone was dead, simply unusable on the first day. My phone, which is a newer model ******* Galaxy phone, would work intermittently...off and on for a few minutes here or there but always with error messages all day. We were encouraged to allow the change to take full effect but it was no use. Both phones continued to be unusable. We were disconnected from family members and friends and there was nothing we could do about it. I decided to go back to ******* on 6/30/25 and requested a port out from CC the same day. CC emailed me showing a port out request dated 7/2 two days later. ? I now believe their intentional delay to my request was so they could bill me for a full 30 days of service when service was never fully online or available to either phone. The bill they sent and are demanding I pay is for $82.60 far more than the $60 per month, but we were on their network for one day only and had zero to intermittent service with error messages at best. My family members phone was DEAD, no service and my service was intermittent, mostly offline, not online or useful at all. I feel I am being severely overchargechraged for one day of extremely poor connectivity. I do not feel I should have to pay this invoice! I tried calling CC to discuss this but they wouldn't even consider it. Please help!

  

  Business Response

  Date: 08/05/2025

  August 4, 2025
  
   
  BBB #********
  ****** ****** (#*****8941)
   
  
  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 Ms. ****** and reviewed the account balance. After verifying Ms. ****** had only active service for 4 days, we adjusted the account balance to $0 under our Risk-Free Guarantee.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/05/2025

   
  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,
  
  ****** ******