Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

  7204 SW Durham Rd Ste 300 Portland, OR 97224-7574

  
• 

  Consumer Cellular

  PO Box 45859 San Francisco, CA 94145-0859

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2025

  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 just completed a financed purchase of an iPhone 15 plus and called to get my phone carrier unlocked. i was told i didnt buy my device from them so they couldnt unlock one of my imei numbers. Insane i just finished paying for the phone on October 2nd. I placed many calls and recieved no help.

  

  Business Response

  Date: 10/08/2025

  October 8, 2025
  
  BBB #********
  ****** *********** (#XXXXX6909)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We sincerely apologize for any confusion or miscommunication related to the unlocking of Ms. ************ device.
  
  Ms. *********** purchased an iPhone 15 Plus from Consumer Cellular on 10/7/2023, and completed payment in full on her EasyPay plan on 10/3/2025. When she requested the device be unlocked for use with all service providers, there was a delay due to a change in the devices IMEI number. This change occurred because the device, or components of it, had been replaced by Apple. 
  
  We can confirm that as of 10/8/2025, the iPhone 15 Plus in question is fully unlocked for use with all service providers.
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:10/05/2025

  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 have been a consumer cellular customer for years I recently lost my phone contacted consumer cellular on my account I have the warranty that covers replacement s I was told on the phone I have to pay extra for the new phone when thats what I have the warranty to covers it. The customer service department didn't even offer to resolve this with me all I want is a replacement at no cost to **** told them that want to cancel my acct with them due to not working with me after being a customer for years

  

  Business Response

  Date: 10/07/2025

  BBB 23975676
  ****** ********* (#*****4923)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that Ms. ********* has lost her phone, and we understand how frustrating it can be to navigate replacement options in that situation.
  
  Ms. ********* contacted our ************* team on October 5, ******* request a replacement device through her Asurion protection plan, which she pays for monthly. Unfortunately, per ******** coverage terms, lost or stolen devices are not eligible for replacement under their protection plan.
  
  In addition, Consumer Cellular provides a one-year manufacturers warranty that covers defects or mechanical failures. However, this warranty does not apply in cases of physical damage, loss, or theft.
  
  With this in mind, Ms. ********* is welcome to purchase a replacement device either directly through Consumer Cellular or from a third-party retailer. If purchasing elsewhere, we recommend ensuring the device is unlocked, GSM-compatible, and VoLTE-capable to ensure compatibility with our network.
  
  We sincerely apologize for any frustration this may cause. Should Ms. ********* wish to purchase a new device through **********************, she is welcome to contact our ************* team at **************, and well be happy to assist.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** and service for my elderly mother, who is in a nursing home without access to a phone. The service has been unreliable, and my interactions with customer service have been ***************** August 2025, the GrandPad was inoperable for over three weeks. During this period, a recorded message stated, "This caller cannot receive calls," preventing both incoming and outgoing calls. Nursing **** ***** confirmed the device was charged and operational, yet the issue persisted. When I contacted customer service, I was informed that others were experiencing similar problems, but no clear explanation or resolution was provided. The representative's demeanor was discourteous, which added to my frustration.I inquired about a credit for the period of non-functional service and was advised to request it when the bill arrived. However, when I followed up, my request was abruptly denied with a dismissive "no way." I then requested cancellation of the service due to its unreliability, to which the representative responded, "Done. Canceled," and ended the call without informing me that I would be charged for another full billing cycle because the cancellation occurred three days after the cycle began. I received a bill for $99.06, although I canceled the dispute and paid $49.42 for both July and August 2025 (totaling $98.84), I have been unable to access the online account to view detailed invoices, further complicating my ability to understand the charges. Additionally, I have been contacted repeatedly by Consumer Cellular with demands for payment plus late fees and offers to reinstate the service upon payment, despite the autopaid bills and the GrandPad's inactivity since August, as verified by the app.I am requesting the following resolution:A waiver of the September 2025 bill for $44.64, as the GrandPad has been non-functional since August.Acceptance of the payments already made ($98.84 for July and August) as payment in full for the service period.

  

  Business Response

  Date: 10/07/2025

  October 07, 2025
  
  BBB 23975624
  **** ******* *****8276
   
  
  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 acknowledge **** Tierneys concerns regarding the account balance of $99.06 and understand how frustrating it can be to be billed for a service that was not functioning properly. As part of our commitment to service quality, we have waived the full balance of $99.06, resulting in a final account balance of $0.00. **** ******* will no longer receive invoices from Consumer Cellular.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 10/07/2025

   
  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:10/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 I financed an iPhone 15 plus Blue in color from Consumer Cellular with their easy pay. I finished paying the phone off yesterday and called to get it carrier unlocked. They in turn told me I did not purchase my phone from them and that it was a personal device that I didnt get from them. I am EXTREMELY ANGRY. Their customer service agent told me they could unlock one of the imei numbers on the phone but not the other! Its beyond insane. *****CHAT TRANSCRIPT********(03:41:20)******** *.That phone is not locked by Consumer cellular. Since the phone was not sold by us if the device has a lock on it you would need to contact whomever you purchased the phone from so they can remove the lock (03:41:34)****** Bartilleaux 2-****************** (03:41:57)****** Bartilleaux This device WAS Sold by you..I just paid off easy pay TODAY!(03:42:26)Courtney ***** moment and I will check one more system. (03:44:41)******** *.The last **** ending in 3700 that phoen is unlocked now (03:46:32)****** Bartilleaux My e sim is not on that imei and I think I need a supervisor because something is very very wrong with consumers record keeping. I keep being told this phone wasnt purchased with you and yet u have been making monthly payments to you for THIS phone (03:47:02)****** Bartilleaux Since November 2023 (03:47:07)******** ***** a supervisor in the chat I can assure you the information provided is accurate.(03:47:37)******** *.The first IMEi you provided that phone was not sold by us (03:47:45)****** Bartilleaux What is accurate??? That I have been paying you for a phone that I didnt purchase from you??(03:47:53)******** R.I have checked your order history and the **** it was not sold by us I am sorry about the confusion (03:48:29)****** Bartilleaux So why have I been paying you?(03:48:50)******** *.For the iphone that was with the second **** that I did unlock ******

  

  Business Response

  Date: 10/08/2025

  October 8, 2025
  
  BBB #********
  ********* ***********
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We sincerely apologize for any confusion or miscommunication related to the unlocking of Ms. ************ device.
  
  We do not show that ********* *********** is an authorized user on the account, so we are unable to provide specific account details. However, we can confirm that as of 10/8/2025, the issue referenced in this complaint has been resolved.
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:10/03/2025

  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 cancelled service with Consumer Cellular on 09/02/25. I made payment of $47.67 on 09/03/25. I received another bill on 10/03/25. I asked why. They said it was for a billing cycle starting around 08/14/25- 09/13/25. I asked why was I being charged for an entire being cycle when my service was cancelled earlier last month. They said they don't prorate charges, so no matter when I canceled, they would still charge me for the entire next billing cycle. Uh, that's not fair. Customers should only be charged for services rendered. And if they cancelled service, only be charged for the amount within the cancellation billing cycle.

  

  Business Response

  Date: 10/11/2025

  October 11, 2025
  
  
  BBB File No. 23970218
  ******* ****** (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 service and usage, similar to how utility companies operate. As a month-to-month provider, we do not offer prepaid service. Accounts remain active until a cancellation request is received or the phone number is transferred to another provider. Service continues through the end of the billing cycle, and the final invoice reflects charges for the full cycle, which aligns with industry standards.
   
  Additional details regarding our billing policy are available on our website under Support & FAQs. As stated: 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.
   
  ******* ****** account was closed on 9/02/25, when their phone number was successfully ported to a new service provider. In accordance with Consumer Cellulars billing policy, which does not allow for proration of final charges,the account was billed for the full billing cycle from 8/14/25 9/13/25. Although we are unable to prorate these charges, we extended a courtesy credit totaling $37.54 by rerating the account to a 1GB plan for the final two billing cycles.This credit was issued to their credit card on 10/08/25.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:10/03/2025

  Type:Product 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 disconnected service on September 5th and they are billing for the entire month Not right

  

  Business Response

  Date: 10/07/2025

  October 7, 2025
  
  BBB Case #********
  **** ****** (#XXXXX6483)
  
  
  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 has experienced regarding their final invoice not being prorated. We spoke with **** on 10/05/2025. During the call, we explained that Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. When an account is closed, there is always a final bill through the end of the current billing cycle. Consumer Cellular does not prorate monthly charges when an account or number is cancelled. The customer will be charged the full amount for the billing cycle. 
  
  At the time of cancellation, the customer will have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the customer is billed through the end of the billing cycle in which their request to cancel was received. If a customer chooses to port out their mobile number before the end of the billing cycle, they are still billed for the full cycle and forfeit any remaining time in that cycle.
  
  This information is listed in our Wireless Customer Agreement (WCA), which governs the terms and conditions of our service. The customer agreed to the terms listed in our *** by signing up for our service. This agreement is sent to customers upon signing up for service, with each equipment purchase, and is also available to view on the Consumer Cellular website.
  
  In this case, **** chose to port their lines to a new provider on 09/05/2025, and their account was canceled on the same day. The final invoice was posted to the account on 10/03/2025 in the amount of $98.61, due on 10/20/2025. This invoice was for the billing period that ran from 09/01/2025 to 09/30/2025.
  
  As valid usage occurred leading up to the cancellation date, no credit was due to the customer. However, as a one-time courtesy, we elected to apply a courtesy credit of $49.87, which reduced the total balance due to $46.30. This balance is due by 10/20/2025. Please know that if the balance is not paid by the due date, late fees may begin to be assessed. If the balance remains unpaid for an extended period of time, it may also result in the balance being referred to a third-party collection agency. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 10/07/2025

   
  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:10/02/2025

  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.

  Consumer Cellular has unfair business practices when trying to change cell phone companies. They will not prorate the bill and will charge you for a full additional month of service when you attempt to switch carriers. This is NOT explained at the time of the request to leave their service and will then be turned over to their collection department and the harassment begins.

  

  Business Response

  Date: 10/07/2025

  October 7, 2025
  
  BBB Case #********
  **** ******** (#XXXXX8839)
  
  
  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 has experienced regarding their final invoice not being prorated. We spoke with **** on 10/06/2025. During the call, we explained that Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. When an account is closed, there is always a final bill through the end of the current billing cycle. Consumer Cellular does not prorate monthly charges when an account or number is cancelled. The customer will be charged the full amount for the billing cycle. 
  
  At the time of cancellation, the customer will have the option to disconnect service immediately or keep service active until the end of their billing cycle. In either case, the customer is billed through the end of the billing cycle in which their request to cancel was received. If a customer chooses to port out their mobile number before the end of the billing cycle, they are still billed for the full cycle and forfeit any remaining time in that cycle.
  
  This information is listed in our Wireless Customer Agreement (WCA), which governs the terms and conditions of our service. The customer agreed to the terms listed in our *** by signing up for our service. This agreement is sent to customers upon signing up for service, with each equipment purchase, and is also available to view on the Consumer Cellular website.
  
  In this case, **** chose to port their lines to a new provider on 07/15/2025, and their account was canceled on the same day. Currently, the balance due on the account is $74.17. Of this amount, there are three separate invoices that have contributed to the current balance. On 07/09/2025, an invoice was posted to the account in the amount of $32.19, which was for the billing period from 06/07/2025 to 07/06/2025, and was due on 07/26/2025. Later, the customer's final invoice for service was posted on 08/09/2025, in the amount of $36.98, which was for the billing period from 07/07/2025 to 08/06/2025, and was due on 08/26/2025. Lastly, on 09/09/2025, a $5.00 late fee was assessed as these balances were not paid by the due date. 
  
  The late fee may be waived once we receive payment of the principal balance of $69.17. As valid usage occurred leading up to the cancellation date, the charges are valid, and no additional credit is due to the customer. Please know that if the balance remains unpaid, late fees will continue to accrue. If the balance remains unpaid for an extended period, it may also result in the balance being referred to a third-party collection agency. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:10/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ******* S25 Ultra on Sep 27, 2025 ************** don't know spelling).Called back the 28th and decided to get the ******* S25 fe instead. **** was ***, she told me she was putting rtn. slip for the S25 ultra in the S25 fe box and to take it out and just put it on and return and call for *** to pick it up and my refund was ****** Then I called back and decided to keep ultra because the processor is what I have in my note10+. So I was put on hold then call cut off. Called back and was told Oct. 1, 2025 the phone would be delivered between the hours of 11: 45 -3:45 pm. I waited and at 6pm I called C.C. carrier and was told *** attempted delivery and could not. I explained I was home all day and no--one came my home. Then I told her I don't want either ph. and just refund me my ******* back and I will biy elsewhere. Then rep. **** (F) said I had to go pick it up from *** myself. I asked her reason that it couldn't be delivered, she said maybe your address couldn't be found and I asked her how is that possible since they use GPS. Then I told her I refuse to physically touch either phone and she said it has alrdy. been put on file and that I had to go pick it up and what I understood is I could not refuse either and if I didn't go pick them up and open and put return labels on them I lose my money. I started to get these msgs. where I had to click on a link and I decided not to because there is an app. on my phone called WORK PROFILE and I did not install it nor can I uninstall it and it has total and complete control over my phone. when I purchased this ph. I WAS RETIRED and had no need for an app. of this type and would never have gotten it if I was working I can't delete it, it has no download origin Info. I was told since it was an **** phone it was one of their system apps. and they couldn't help me. Last two mos. data used on their records and on my ph. is a HUGE diff.

  

  Business Response

  Date: 10/03/2025

  October 3, 2025
  
  BBB/23961981
  ***** ****** (#*****9738)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have made multiple attempts to reach the customer to resolve this matter but have been unsuccessful in establishing contact.
  
  We have reviewed the concerns raised by the customer regarding their recent orders for the ******* S25 Ultra and ******* S25 FE. Our records indicate that the customer placed an initial order on September 27, 2025, and subsequently contacted us on September 28, 2025, to request a change to a different device. At that time, our representative advised that a prepaid return label would be included in the second shipment to facilitate the return of the first device.
  
  The customer later contacted us again to reverse the change and retain the original device. Unfortunately, the call was disconnected, and the customer was informed that the delivery would occur on October 1, 2025. According to ************, a delivery attempt was made, but the package was not successfully delivered.
  
  Once an order has shipped, we are unable to cancel the shipment. However, we are happy to issue a refund once the devices have been returned to us. To facilitate this, the customer may:
  
  ******** delivery of the packages by contacting *** directly, which will automatically return the items to us.
  2.Retrieve the prepaid return label included in the second shipment (******* S25 FE) and use it to return both devices.
  
  We understand the customers concerns regarding the Work Profile app and discrepancies in data usage. We are happy to help the customer with troubleshooting options for her current phone by contacting our customer service teams by phone or through our online chat option. 
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 10/03/2025

   
  Complaint: 23961981
  
  I am rejecting this response because:
  I was home all day long waiting for the dlvry. which was according  to Consumer Cellular **** scheduled to arrive btwm. 11:45 am and 3:45 pm I would like to know who attempted delivery and why they could not deliver phones.  Consumer Cellular ***** are the ones who stated the phones would be delivered to my home and I had to sign for them. Now they want me to go handle phones that could not be delivered, I don't thinl so.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/01/2025

  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 closed my account with them a day before "final billing" a Guy I talked to to change over to Xfinity, didn't close out my account. So I called a day later to have it closed out and ask why the guy didn't close it out. "oh we took care of it" It's closed out now... a day later so they could charge me a FULL MONTHS FEE FOR IT! They are "USA" based, now you see who rips who off. I want that **** paid for in full by them. Or I'll take my e-mails and sue them for fraud! I bought a new Iphone 14 from them! I didn't get the phone (post office here's fault) HOWEVER, THEY TURNED OFF MY>>ONE I HAD PAID FOR OFF!! NOT THE ONE THAT WAS CONSIDERED HOT!! I went weeks with no cell phone at age over late 50's! but this company is suppose to have old peoples backs!!!! THEY DON"T!! this needs to be investigated, so all of us that have been ripped off can sue them!!!SOON AS YOU CANCEL THEM YOU HAVE NO ACCESS TO YOUR ACCOUNT! IF THAT RIGHT THERE DOESN'T SAY RIP OFF!! I would never EVER go back to this company and will continue to tell people what a rip off they are!!

  

  Business Response

  Date: 10/09/2025

   
  
  October 9, 2025
  
  BBB #********
  ******* ****** (#XXXXX0326)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration with the billing on ******* Wagners account. 
  
  ******* Wagners Consumer Cellular account billing cycle begins on the 28th of the month and runs through the 27th of the following month. Billing cycle dates are provided on each monthly statement. 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. 
  
  In the event of a cancellation, the account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard. This information is outlined in our Wireless Customer Agreement (WCA) and is also available on our website under Support & FAQs; "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."
  
  ******* ****** contacted Consumer Cellular via online chat on 8/29/2025. During the conversation the customer requested a port-out PIN, which is a security code required to transfer a mobile number to a new provider. We successfully sent the PIN, and reminded the customer that as we bill in arrears, they would have a final bill after canceling. The customers number was successfully transferred on 8/29/2025.
  
  We have attempted to contact ******* ****** regarding their billing concerns, along with any concerns they have that Consumer Cellular may have disconnected their service at any point. Unfortunately, despite our attempts, we were unable to speak directly with ******* ****** to resolve their concerns. 
  
  While we understand that this is not the resolution that the customer was hoping for, credit will not be applied to prorate the final charge for the account, as per our policy and industry standard. As such, the final charges of $42.69 for service during the last billing cycle remain valid.
  
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 10/09/2025

   
  Complaint: 23961307
  
  I am rejecting this response because: I paid the final bill already, this charge is for the month AFTER the final. I am being charged for the one day the phone wasn't turned off in Aug. my billing was supposed to be turned off the day I asked for the change. I paid that final bill on Sept 18th 2025 why am I getting another bill for September when service was done with in Aug. I was told in a chat before I could no longer look at my bills, (I can't even get access to my account. If I owe money why am I not allowed to access my bills?) that I was paying for that one day in Aug that my service was on! because you don't prorate the one day you only charge for the whole month. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/01/2025

  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.

  Kindly need assistance with cell phone service provided by consumer cellular. Having issues with cell call quality and data services. Cell phone service may be compromised and looking for a resolution by the company. Look forward on your reply.

  

  Business Response

  Date: 10/10/2025

  October 10, 2025
  
  
  BBB File No. 23961135
  ****** ****** ** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Mobile data allows your phone to connect to the internet using a cellular signal, providing access wherever you have coverageeven without Wi-Fi. When mobile data is enabled, your phone can browse the web, send and receive emails, stream music and videos, access social media,and use GPS for navigation and location services. It also supports any app that requires an internet connection to function. In addition to these activities,mobile data enables automatic updates for apps and software, helping to maintain your phones performance and security.
  
  Data is transmitted in very small increments, and our network carrier reports usage to us in batches every six hours. The official usage recordslabeled as wireless web in your usage detailsare provided by the carriers cell towers. We also receive real-time data usage from the network switch; however, these pending records may not yet appear in the formal usage report.
  
  Pending data is not included in the usage totals visible to customers until the data session ends and we receive the finalized report from the carrier. A data session typically ends when the phone connects to a new tower, is placed in Airplane Mode, or is powered off completely.
  
  We spoke with ****** ****** **. and recommended the most effective way to manage mobile data usage is to disable mobile data when connected to Wi-Fi. This helps prevent the phone from switching to mobile data in the background if the Wi-Fi signal weakens or disconnects. Additionally, turning off mobile data when its not actively needed can reduce background data usage.We do recommend monitoring the amount of data used via the My CC app or the online account.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 10/10/2025

   
  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,
  
  ****** ******