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:07/16/2025

  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 had a celluar phone with consumer celluar. I set up the monthly payment every month, out of checking account to pay the bill. I cancel the phone January 2005. Celluar phone number is ************. I don't have any celluar # ************ that's my home phone # with xfinity in my husband name. Order a home phone base which i pay for but I didn't set it up. I don't have any phone service with any more. I don't own them any mone

  

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  BBB #********
  ***** ****** (#XXXXX3279)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the billing issues Ms. ****** experienced. 
  
  Upon review, there is no usage associated with the account during the period related to the balance. As a courtesy, we have removed the account from collections and waived the balance in full. Nothing further is owed to Consumer Cellular. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  I have uploaded five (5) enclosures below with details of the complaint. After receiving excellent service for about 3 years - until 24 April 2025 - CC network availability was sporadic for about two weeks. I was unable to access my account; I could not make or receive calls [see encls. #2 & 3 for CHAT transcripts]. After making a monthly payment of $25.93 on 10 June 2025 via *******, they disconnected me on 11 June 2025 until today. No response was ever received from CC to my Priority Mail enveloped received by them on 21 May 2025 @ 16:04.

  

  Business Response

  Date: 07/20/2025

  July 20, 2025
  
  BBB #********
  ****** ********* (#XXXXX0232)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ****** ********* experienced. 
  
  Structural materials such as concrete, brick, stucco, and aluminum siding can cause signal interference with the towers, which could prevent calls from coming through or the ability to make calls. Additionally, some homes do have dead spots where a cell signal just cannot connect. We recommend that when customers see Searching, No Service, or Emergency Calls Only, they try powering the phone completely off and on near a window or outside to help reconnect. While Consumer Cellular provides coverage to 99% of the populated *************, cellular services can be impacted by several causes. Most commonly, while traveling, heavily wooded areas, mountains, and large bodies of water will significantly impact a customer's ********************** services.
  
  It is important to note that ****** Kasenchaks account remained active and in good standing until 6/10/25, when it was suspended for nonpayment. We did provide troubleshooting assistance on 5/09/25 and recommended they purchase a new SIM Card at ****** or ******* for their device. Sadly, we did not hear back from the customer that the issue had continued for their device. After reaching out to our network partners, we can confirm there were tower outages at the customers location at the beginning of May which are likely the cause of the original service issues. Sadly, tower outages are common; but typically resolve within a few business days.
  
  To continue troubleshooting the service issue, the account will need to be reinstated so the phone can attempt to connect to the tower. This information was provided to the customer on 6/23/25 via an FCC escalation ticket. If ****** ********* would like to reinstate their account, they will need to contact our ************* at ************ to pay the current past-due balance of $53.74, which includes all late fees. Please note, if not paid and reinstated by 8/09/25, the customer will need a new phone number and a new SIM Card to continue their service.
  
  Thank you for allowing us to address these concerns. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23609493
  
  I am rejecting this response because:

  
  the response ignores the crux of this matter:  (1) my request for a discount of $12.97 for the lack of service between 24 April and 9 May 2025; and (2) my request for an investigation as to whom at Consumer Cellular [CC] authorized an interruption of my phone service regarding a bill in dispute from another business entity. 
  
  1.  The first enclosure [MY RESPONSE TO CC} is a more detailed explanation for my rejection, along with an additional request for more account information that was inaccessible to me at the time I had lodged the complaint.
  2.  The second enclosure [BBB.CC.*****] sheds more light on the excellent service I had previously experienced from CC for more than three years.
  
  Thank you for your consideration of this matter.
  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/30/2025

  July 30, 2025
   
  BBB Rebuttal #********
  ****** ********* (#XXXXX0232)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. As mentioned previously, ****** Kasenchaks account remained active and in good standing until 6/10/25, when it was suspended for nonpayment. At no point was their service disconnected on our end. After reaching out to our network partners, we can confirm there were tower outages at the customers location at the beginning of May, which are likely the cause of the original service issues. Tower outages can be caused by weather, congestion, or even tower maintenance.
   
  We can confirm that no third party, such as Citibank, caused ****** ****************** to go out. Sadly, tower outages are common but typically resolve within a few business days. We encourage customers to continue to reach out to customer support via phone or chat until the outage is resolved. Additionally, many customers utilize Wi-Fi calling to assist with calls and texts during outages or weak network signals.
   
  As a courtesy, we have applied $11.00 in credit to the account to offset the days the customer was without complete service. As the customers plan is Unlimited Minutes for $15.00 plus tax, this is almost a full month's plan credit. If ****** ********* would like to reinstate their account, they will need to contact our ************* at ************ to pay the current past-due balance of $40.50, which includes all late fees. Please note that if the customer is not paid and reinstated by 8/09/25, they will need to obtain a new phone number and a new SIM Card to continue their service. As we bill in arrears, the $25.93 received on 6/11/25 was for service provided from March 16, 2025, to April 15, 2025. We have not received payment for the service provided from April 15, 2025, to June 10, 2025, the date of suspension for nonpayment.
   
  Lastly, as requested, we have emailed the invoices for service dates 4/01/25 through 6/11/25. The invoices will include the call history and usage details during that time. They will list when the Voicemail was called, but will not list the actual voice messages. For privacy, we do not have access to those recordings.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23609493
  
  I am rejecting this response because:

  Please refer to new enclosure BBB.RESPONSE.TO.CC.IN.RED.TEXT
  
  From:  ****** P *********
  
  To:
  BBB Great West + Pacific
  Subject:
  I do not accept the response made by the business to resolve this complaint
  Attachment(s):
  
  BBB.RESPONSE.TO.CC.IN.RED.TEXT
  
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 08/27/2025

  With regard to the enclosure for #******** [BBB RESPONSE TO CC IN RED TEXT], none of my comments had previously been answered by anyone at Consumer Cellular.

   

  Owing to the fact that: 1) I have previously lost more than $200 about 10 years ago, because ******* CEO refused to respond to several certified letters; 2) both ******* and ATT deactivated my perfectly functioning 3-G flip-phones, because they did not accommodate 5-G technology, thereby subjecting me to additional unnecessary expenses; and now, once again, 3) Consumer Cellular **************** ignores my correspondence forwarded to them in May 2025, thereby creating the current situation of more recent official complaints lodged with BBB.

   

  Please include this email, dated 21 August 2025, in complaint # ********.

   

  Thank you for your consideration of this matter.

   

  Sincerely,

   

  ****** P. *********

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

  N.Y., NY 10016

  
  

• Initial Complaint

  Date:07/16/2025

  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 called Consumer Cellular and ordered service for my cellular tablet on July 11, 2025. The *** asked for the **** number of my tablet. I was told my tablet was compatible with Consumer Cellular service and that I would be charged ***** which was an activation fee and including shipping, that the plan would include unlimited talk and text and 1 GB of data. So I ordered their *** card kit which arrived a few days later. The same day the *** kit arrived I called Consumer Cellular to activate the sim card in my tablet. I spent at least 3 hours on the phone trying to activate the tablet only to find that my tablet was not compatible.I asked for a refund of the activation fee. When I looked on my credit card statement I noticed I was only giving a partial refund. I feel I should have been issued a 100% refund since I ordered the *** kit only because *** said my tablet was compatible otherwise I would not have ordered it.

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  BBB #******** 
  ******* ***** (#*****5206) 
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by shipping of their new phone and with our customer service department. 

  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 Mr. ******* 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 $5 for the shipping fee.  A refund request has been forwarded to our ********************* for review, which can take up to 3 weeks to process. Once approved, our customer will have the credit applied to their credit/debit card used for the original order. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/18/2025

   
  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:07/16/2025

  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.

  Tried to make the switch over the phone. Was told to wait for new Sim card. While waiting my phone was turned off. Was told I needed a pin number. Never could successfully aquire one. Kept being referred to a number that didn't wouldn't give me the pin. Every time I see their commercials with their lying actors I get ****** off. You get to speak to a human but there all brain dead. This company is a joke.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  BBB File No.
  **** ****** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. **** ****** established service on 12/04/23 opting to transfer their number to Consumer Cellular. On 12/09/23, the port-in request was extended to 12/25/23, as they had not received the *** card and. Mr. ****** was advised on that call that we would need the transfer PIN from the current service provider to transfer the number to Consumer Cellular. When Mr. ****** advised us on 12/11/23, that their current provider had disconnected their service, they were advised that the line must be active throughout the transfer  process. Per their request, the account was cancelled on 1/08/24 and all charges were waived.
  
  We apologize for any offense caused by our commercials, as that is certainly not our intent. Our commercials are intended to grab your attention or pique your interest, but certainly not to offend. We have forwarded Mr. ******* concerns to our marketing team for consideration. We do appreciate the feedback as we place heavy emphasis on our customers opinions as to how we may provide a better service to them.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/15/2025

  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 read some of the other recent complaints. 3 of them are in general terms similar to my grievance. My mother and myself shared a family plan of one kind or another since 2018 with CC. She paid for the account, and it was in her name. On May 08, my mother died. So I was monitoring her email, bank app etc for a a year or so because she was starting to have cognitive issues. After her death an email came to her gmail account from ** about an upcoming due invoice. It was paid by an auto pay arrangement my mother had with CC. However during the next billing cycle my mother's bank froze all of her accounts. I needed to contact all of the utility companies and basically any institution that had an auto pay arrangement with my mother. It was my feeling at the time that this should include CC. I knew their next auto pay attempt would be declined. I initially called CC about the matter around the 18th of June 2025. I was planning on canceling my mother's family plan account and open a single line account for myself. I was informed that day that I would be required to keep the same account and account number. She asked to upload a death certificate of my mother, and a copy of both sides of my driver's license. After a couple of days I submitted the documents by email. In the meantime I get a bill for $81.89 in my name on the same account. Granted..please understand that I certainly did not ask to take over my mother/s CC account. When I called the company of whom I had set up auto pay with I asked why I immediately received this invoice? I was told because it was a balance due on my mother's account because they stopped prorating their accounts effective April of 2025. We were not notified of this change. I asked for the dates of the billing cycle the charges were for? The customer service *** said from a date in April ending on May 17 if I remember correctly. I informed the man that the account was not in my name at that time. They want me to pay my mother's last bill. not

  

  Business Response

  Date: 07/16/2025

  BBB 23606206
  ***** ****** *** (#*****4267)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is sorry to have learned of the passing of ****** ******. We would like to express our sincere sympathy during this difficult time. We spoke with Mr. *** and discussed their concerns with them. The customer notified us of the previous account holder's passing on *** 20, 2025. During this conversation, they were informed of the necessary information they would need to send to our billing department so that they could take over the account. It was also discussed that they could schedule the cancellation of their mother's phone number to coincide with the end of the current billing cycle, which is on *** 27, 2025.
  
  When our billing department received the necessary information to change the financial responsibility of the account to Mr. ***'s name on *** *******, a member of our billing department contacted them on *** 24, 2025, to assist in placing the account in their name. During this process, the new account holder must agree to pay all past due balances and submit to a credit check, which they did. Mr. *** contacted us again on 05/30/2025, expressing their concerns about their recent invoice that was due on 06/17/2025. The invoice was for the billing period from April 28, 2025, to *** 27, 2025, and was posted on *** 30, 2025. It would then be due on June 17, 2025, for $81.12.This invoice included charges for unlimited talk, text, and data for two phone lines before taxes, fees, and applicable discounts.
  
  We explained that the balance differed from previous balances because there was no longer a promotional discount for being on the **** 55 for 2 unlimited rate plan, as their mother's line was disconnected at the end of the billing cycle on *** 27, 2025. As a courtesy, we applied a credit of $6.74,which lowered this total invoice balance from $81.12 to $74.38.
  
  We also explained that Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; our service is offered on a month-to-month basis. 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, a final bill is issued through the end of the current billing cycle.
  
  As Mr. *** requested to close their account on June 12, 2025, they had a final invoice for the billing period from *** 28, 2025, to June 27, 2025,which was posted on June 30, 2025, and is due on July 17, 2025, for $34.53.This invoice included charges for unlimited talk, text, and 1 GB of data for one phone line, before taxes, fees, and applicable discounts.
  
  Mr. *** agreed to a payment arrangement to extend the total balance of $108.91, which is due on or before July 31, 2025. This will prevent further collection attempts until this date. Please be advised that if the customer fails to pay the balance of $108.91 by the scheduled payment arrangement date, the account will be subject to further collection attempts and/or late fees and may be turned over to a third-party collection agency.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/15/2025

  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 ordered an upgrade on my consumer cellular account. The upgrade was the ******** Razor phone. The phone was provided with an e-sim, so no physical sim was required. I got the phone, placed my old consumer Cellular phone next to it, and it transferred all my settings to the Razor. All good, so far. Examined the razor phone for 15 minutes, and found that it had more bloat in it, then a new Windows PC. I decided right then and there to send it back. When I tried to call **, I could not use either the Razor, or my old *******. I could not make a call. Then I had to locate a neighbor to use their phone. ** emailed me a ***. Then, believe it or not, they directed me to a Target store to pick up another sim card. Well, there is no Target store here, so they recanted and sent me to *******. In the meantime, T-Mobile was on the way, so I stopped there to get a new account. I could not get a new account there as I had a fraud alert on my *********** account. I went to *******, and got a ** sim card, and by this time I felt like **** *****, in the Out-Of-Towners. Got back home, borrowed a phone, gave ** the Sim Card number, and then they all of a sudden wanted to ask me several Identity questions. Most of them pertaining to addresses I had 20 or 30 years ago. Needless to say I failed that, and they did not let me reactivate my phone. I asked them, "is this what you do to customers who have been with you for nine years?" They said I could call tomorrow, and try the questions again. I called ***********, they asked me 3 questions, NOT SIX, and removed the fraud alert, and finally I got cell service with T-Mobile, at a higher price. This affair has taken me all day, loads of frustration, and cussing, from one moment to the next; silently of course. A week or so before all this, I saw on the ** website an ad for the ******* flip, for $1800. That cell does not come out until the 25th of July.

  

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  BBB 23605665
  *** ******** *****0976
   
  
  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 the customer experienced.
  
  We corresponded with *** ******** regarding his concerns about his experience while he was with us; we understand that the process Rik went through was extremely frustrating. After ensuring Riks device return had been processed,he confirmed that he wanted his Consumer Cellular account fully canceled. The account was officially canceled as of July 22, 2025. The closed account balance is $0, and Rik will not receive any further invoices from Consumer Cellular.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/23/2025

   
  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:07/15/2025

  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.

  Entered by H363137**3238313831H staff ********* F I tried to sign up for this service, but didn&#**;t have a credit card and they weren&#**;t able to give me the phones. But since then, 4 years ago, I keep getting mailers for you about the service. I have reached out a bunch to ask for you to the stop, and now it&#**;s coming in my wifes name. Please stop sending us your mail.

  

  Business Response

  Date: 07/22/2025

  July 22, 2025
   
  BBB #********
  ****** & ***** *******
   
   
  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. Consumer Cellular has removed ****** & ***** ********* names 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 the customers may receive additional marketing materials while all systems are updated. If ****** or ***** ******* is a member of ****, they may receive promotional materials for our services through **** and will need to contact **** directly to be removed from their mailing lists.
   
  If anything changes in the future, we would love to work with them again. Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/14/2025

  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.

  On June 1st, I emailed Consumer Cellular requesting that my late mothers account, which included phone number **************, be transferred into my name. I provided her death certificate, a photo of myself holding my drivers license, my Lifeline account information, and instructions to cancel the other line. I believed my Lifeline benefit would cover my phone bill going *************, I discovered my account had been canceled for nonpayment. I urgently needed my phone restored to arrange transportation for medical treatment and, under duress, was forced to pay $184 to get it reactivated a serious hardship as I am on a tight budget and qualify for Lifeline.I recognize that I owed charges on my own line since June. However, I later learned Consumer Cellular does not participate in the Lifeline program, something they never disclosed to me at any point despite my clearly providing my Lifeline information in June. Had I known, I could have chosen a different provider and avoided this situation.Additionally, it appears I was still billed for my late mothers line, even though I had requested in my June email that it be canceled.Desired Resolution:I am requesting that Consumer Cellular:Remove any charges related to my late mothers line,Provide an appropriate goodwill credit or partial reimbursement given the lack of disclosure about Lifeline and the hardship this caused,And ensure my account is properly maintained going forward with only my line active.

  

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  
  BBB File No. 23600515
  ***** ****** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Once Consumer Cellular is notified that an account holder has passed away, we are required to transfer the account into another persons name or cancel the account as the account holder can no longer be financially responsible for the account.
  
  To transfer an account into another persons name, we are required to do a Change of Financial Responsibility (****), which changes financial responsibility to the new account holder. When processing a ***** the person taking over the account must pay all past due balances and must consent to a credit check to determine their financial approval.
  
  In order to process the ***** we must receive a copy of the death certificate or obituary along with a picture of the front and back of the drivers license/ID card for the person who will be taking over the account, along with a picture of the customer holding their ID. This helps limit fraudulent account takeover attempts.
  
  While typically we must receive these documents prior to processing the ***** when Mr. ****** contacted customer service on 7/14/******** fully verifying our customer including sending a one-time passcode to their phone, the representative processed the **** prior to the documents being received. As ****s are processed over the phone, the customer is required to verbally agree to the change of financial responsibility.
  
  We have spoken with Mr. ****** and apologized for the frustration and confusion caused by this situation. Mr. ****** assured us he sent the required documents via email along with his LifeLine plan ID on 6/01/****************, we did not receive his email.
  
  Consumer Cellular does not offer nor is partnered with the government programs for phones or services. We sincerely apologize if this was not clearly communicated. To assist with his monthly service fees, we have reduced his plan to Unlimited Talk, Text and 5GB for $25.00 plus tax. We have applied credits totaling $80.75 and reversed the $25.00 NSF. As well, we have advised Mr. ****** that we will apply a credit of $10.00 for six months. The first of these credits was applied on 7/22/25 and the account currently has a credit balance of $20.38, which will automatically be applied to the next invoice.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/14/2025

  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 busted my phone back in April. I went to another company. I received a bill for over 100 dollars to pay off the phones we had. My wife left the account May 29th. Now they're still taking money from my account.

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  BBB 23599238
  **** **** *****2483
   
  
  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 the customer experienced.
  
  We understand **** ***** concern regarding the final bill of $55.18 that they paid. Consumer Cellular is a postpaid service; we provide active service and do not bill you for the service used until the following month, like a power bill.The balance of $55.18 was for the billing cycle 05/25/2025 - 06/24/2025;**** **** had used the service during this time. There are no applicable refunds for **** ***** account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/14/2025

  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.

  I contacted Consumer Cellular to tell them my father had died on May 13th, 2025.This closed the account with them. They are still sending my dead father mail with offers to reconnect his phone and also sending an invoice that I have tried to pay them over the phone but they are not accepting. They say they cannot take my credit card payment for $21 since my address isn't my fathers address.This is a very despicable policy where they will not stop sending mail to a person that has died and also that they are not accepting a credit card payment to clear the balance they say he owes. Which they are actually billing someone who is dead and did not use the phone as well as the phone being cancelled right after he died. I am outraged at this company. They need to be investigated.

  

  Business Response

  Date: 07/21/2025

  July 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.
   
  We are sorry to hear of ****** ******** loss. We extend our deepest condolences. We have removed ***** ********' 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 the customer may receive additional marketing materials while all systems are updated. If the customer was a member of ****, they may receive promotional materials for our services through **** and will need to contact **** directly to be removed from their mailing lists.
   
  The account was cancelled as requested on May 14, 2025. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. 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 till the end of the current billing cycle. The amount to pay off the account in full is $21.19. When making a final payment on the account, the address of the card does not have to match the address we have on file. On 7/14/25, our chat agent advised to call our automated system at ************. This would allow them to enter the phone number or account number and make the payment to clear the balance. Or, they may speak with a phone support agent to process the payment.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23598415
  
  I am rejecting this response because:  The phone support agent did say that the address on the card had to match the address on the account. 

  He rejected my card when I gave him the information on the phone. He said he could not use my **** to pay the final payment. That was not acceptable because all my fathers accounts are closed and I do not have a form of payment with his address on it. (credit card or bank account)
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/27/2025

  July 27, 2025
   
  BBB Rebuttal #********
  ****** ********
   
   
  Dear BBB,
   
  Thank you for contacting us once more regarding this complaint and allowing us the opportunity to respond. We are terribly sorry for any miscommunication provided by our phone agent. We were unable to locate a call recording using the phone number provided by ****** ********. As such, we are not able to provide coaching to the phone agent.
   
  We can assure the customer that the final payment on their fathers account can be made using a card that does not match the address on file. We recommend that ****** ******* contact our main customer support line at ************** at their earliest convenience. When speaking with our support, they can inform them that they wish to settle their fathers account. At that time of payment, they will collect the card information and its billing address.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************