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:07/28/2025

  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.

  I had my phone shut off on 5/8/2025, i signed up online to begin service. I ended up changing carriers and getting new phone number. I attempted to cancel online but could not cancel. I never used number for service. I got a new phone number with another carrier that day. They took 2 payments from my bank account and when i informed them of this, they refuses to refund the 2 payments they took, totaling $105. They would only cancel today though they see the number was never used.

  

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  BBB File No. 23666976  
  ***** ******* (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.
  
  ***** ******* established service on 5/11/25 and cancelled service on 7/28/25. While the account does not reflect that we received a request to cancel prior to that date, as a courtesy, we have waived all charges and refunded $104.81 to the credit card on file on 7/31/25.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/28/2025

  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 started service w/ Consumer Cellular in Feb. 2025. I was never able to use my phone plan because my old phone never connected with Consumer Cellulars network. After many phone calls & trips to the closest store ( 10 miles away), I just canceled service. The issue is I am still being billed for services I never used. There was an error in canceling the auto pay. To to avoid any negative consequences on my credit report, I just paid the extra charges. Please help.

  

  Business Response

  Date: 08/02/2025

  August 2, 2025
  
  BBB / 23659987
  ****-******** ***** (#*****6684)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach Ms. ***** and have been unable to do so.
  
  Upon reviewing Ms. ******* account, we were able to determine that there had been no usage on this account due to issues with their phone compatibility. The account remained active because the customer had informed us that they would be purchasing a new phone from a nearby retail location. However, this was not completed. 
  
  Due to there being no usage on this line, as a one-time courtesy, we have refunded the customer $71.95, and the check will be mailed to them on 8/8/25.
  
  If Ms. ***** would like to reinstate her account at any time, we would be happy to help her with this. We look forward to hearing from her. 
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:07/27/2025

  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 sent an advertisement in the mail to my parents saying "45 days risk free, money back guarantee with AARP". This advertisement enticed my parents to switch from a name brand phone company hoping for a cheaper bill and under the assumption that they could get their money back if it didn't work out like the ad in the mail advertised. They had me switch them to Consumer Cellular on Father's Day (6/15) and were orginally told they could easily bring their old phones. So we started the process, the cell service was sub par, they sent a "signal boost" to "fix it" and it didn't work. Then they told my parents they needed to go buy name brand Consumer Cellular phones and their service would work right then. So over $300 into new phones to make it work. We questioned if it didn't work what would happen and the person on the phone said no worries you have AARP, you have 45 days to see if it works and if it doesn'tyou get your money back. Except it did not work and they cell service progressively got worse to the point they could hardly use the phones. Today on 7/25 I tried to start the refund process day 43 of the 45 day risk free money back guarantee period they had promised and was told they couldn't have a refund. They said the phones needed to go back to the store they were bought from and that was only a 14 day return window not 45 so they couldn't get a refund and they wouldn't refund the cost of the horrible service for the last month and a half. Consumer Cellular caused financial hard to an elderly couple on a fixed income told them to go buy phones so their service would work say they could get a refund if they didn't and then refusing to provide any refund. We will gladly send in the two phones, we aren't concerned about a refund for the cell service. We just want a refund for the two phones they were made to buy and lied to about a refund on for the horrible service. Consumer Cellular is a scam company preying on the elderly with false promises.

  

  Business Response

  Date: 08/04/2025

  BBB 23662034
  ******* ****** on Behalf of ******* ****** (#*****5656)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer experienced frustration with their service during their time with Consumer Cellular. We truly value our customers and strive to provide the best possible experience,both in service and our support.
  
  Please note that while we strive to support a wide range of devices, we cannot guarantee compatibility with non-Consumer Cellular devices until our SIM card is inserted and service is activated. When Ms. ****** contacted our customer care on June 29, 2025, we worked with them to troubleshoot their phones. Since the issue continued, our representative recommended replacing the device. Shortly after, on July 4, 2025, the new devices were activated.
  
  Unfortunately, we did not hear from Ms. ****** again until July 27, 2025, regarding continued service concerns. Since the device was purchased through a retail store rather than directly from Consumer Cellular, the store's return policy applies, rather than our Risk-Free Guarantee. 
  
  Devices purchased through third-party retail partners, like ****** and *******, are subject to that retailer's return policy. We do not accept returns for devices purchased from retail partners. Our Risk-Free Guarantee & Device Policies apply only to devices purchased directly from Consumer Cellular, whether online, by phone, or at one of our retail stores. This information is also outlined in our Wireless Customer Agreement (Section 1.1).
  
  We don't want to leave the customer without options. As they purchased two phones, one of the phones is already unlocked. The other phone is still locked to Consumer Cellular. Once the remaining balance of $57.92 has been paid, the account holder, ******* ******, is welcome to contact our customer care team to have it unlocked. At that point, the customer is welcome to use either device with another carrier or resell them to recover part of the costs. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23662034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/27/2025

  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.

  This is not actually a complaint,but an urgent request to them to allow me to pay my final bill in 6 monthly payments. I am discontinent service not because of anything they did but because I am going with a free **************** program okay wish I definitely feel I need to go with. I had no problem with them they provided me excellent service. Who knows that may even go back to them in the future but I will definitely tell everybody about their service and I just asked him that you just stay before me two outstanding phone balances I would appreciate it thank you

  

  Business Response

  Date: 08/10/2025

  August 10, 2025
  
  
  BBB #********
  ****** ***** (#XXXXX4601)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that Mr. ***** plans to leave Consumer Cellular. Unfortunately, we were unable to reach Mr. ***** despite several attempts to contact him.
  
  Consumer Cellular offers payment arrangements for accounts after cancellation to allow for additional time for a final balance to be paid over several months or payments. When setting this type of arrangement, the account will need to be closed. Should Mr. ***** wish to set up this arrangement, he will need to contact our customer service after closing the account or transferring his phone number to another service provider. Our customer support is happy to assist with any questions regarding this type of arrangement or with moving an existing phone number to a new service provider.
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23661027
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***** Jr

  Please call me

   

   

• Initial Complaint

  Date:07/25/2025

  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.

  I am experiencing what I would describe as very poor customer service from **********************. I was informed by a manager today that it is not "Protocol" for them to check the ************ Outage Map - that they wait for **** to email them concerning outages. My cell phone had no service yesterday and a Consumer Cellular Manager informed me there were not outages in my service area. Last night I looked online on **** and their Outage Map showed a service outage due to maintenance issues ln my service area. I just want my suggestion passed up through the chain of management at Consumer Cellular. Had Consumer Cellular just checked the **** Outage Map yesterday when I called, Consumer Cellular would have then provided excellent service. And if that is not their protocol now - then a good manager would have said to me, instead of engaging in an argument over this, "We cannot do that right now, but your suggestion is good - and I will pass that up through the management chain. I am so sorry for the frustrating experience you had yesterday."

  

  Business Response

  Date: 08/02/2025

   
  
  August 2, 2025
  
  BBB 23655185
  ********* ******* (#XXXXX4926)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer has experienced with their service. 
  
  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. In regard to service issues, while it may not be ideal, troubleshooting may sometimes require steps to be taken in order, and these steps may not immediately resolve the issue. Our support is trained to complete troubleshooting steps in an order that will best allow issues to be resolved as quickly as possible. We apologize for any inconvenience this may cause. 
  
  Unfortunately, our attempts to speak with ********* ******* regarding their concerns were not successful. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:07/25/2025

  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 purchased a standard flip phone from Consumer Cellular in 2021. It is NOT a smart phone and the plan is for talk only. No text. No Internet.I attempted to access my account to update my credit card on file which expires at the end of the month. I entered my phone number and password. A message popped up stating I could not access my online account without entering the code that was sent to me via text. Texting is not included in my plan. When I called I was told that I could not access my account unless I added text to my plan for an additional cost each month. I am on a very tight fixed income. It seems unfair and a poor business practice to exclude someone from accessing their account online just because they don't have a smartphone or cannot afford to upgrade to include text at additional cost.I am shocked that a company would engage in predatory practices that prey on the elderly and people on a fixed income. Unfortunately, I am unable to update my credit card info online so this brings an end to my business relationship with Consumer Cellular.

  

  Business Response

  Date: 07/27/2025

  July 27, 2025
  
   
  BBB #********
  **** ***** (#*****9484)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration **** ***** experienced, when attempting get access to their online profile with Consumer Cellular. We contacted Ms. ***** and were able to assist with getting her through the process to access to their online profile, without having to add additional services to their monthly plan. Ms. ***** was able to update their method of payment information through their Consumer Cellular online profile.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/28/2025

   
  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.
  In addition I would like to commend the *** who assisted me, on a SUNDAY, in resolving this issue. Kudos to Consumer Cellular for treating a $17 per month account holder like a million dollar customer!
  Sincerely,
  
  **** Chick

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7 12 25 I purchased a sim kit to which I have not received. As you can see from their confirmation, it was to arrive in 3 to 5 business days. I have spoken to them on several occasions that I have not received and requesting refund of full amount to my card. They refuse stating this is on ****. I would appreciate a full refund promptly of *****. Who can wait over 10 days for a sim kit and even if I received it today why would I want to do business with this company? ************* is unacceptable in their response.

  

  Business Response

  Date: 08/02/2025

  
   
  
  August 2, 2025
  
  BBB 23654498
  ******* ***** (#XXXXX5910)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience ******* ***** experienced with their order.
  
  On 7/11/25, ******* ***** contacted us to create a new Consumer Cellular account and placed an order for a physical SIM card to be mailed via standard shipping, which is estimated at three to five business days for delivery, per ****************************. The total cost of the order was $16.94, which included a $10.00 activation fee, $5.00 for shipping, along with standard taxes. Upon reviewing the tracking information provided by ****, the order was shipped on 7/12/25 and delivered on 7/31/25. 
  
  Unfortunately, our attempts to speak with ******* ***** regarding their concerns were unsuccessful. As a courtesy, we have applied a credit of $5.30 to cover the cost of the shipping and taxes for the order. As the customers account is active, the activation fee cannot be refunded. We encourage ******* ***** to contact us at their earliest convenience to complete their activation. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  
  

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new phone to replace a lost phone. Paid extra money for the expedited shipping. Phone was returned same day. I called to cancel phone. I was told too late already shipped but it took another 5 days to receive (sale made on Thursday afternoon, called Thursday evening to cancel, rec'd new phone following Monday). I refused service which is what the ** **** told me to do. Phone was returned on July 18th. Called today to ask why my account has not been adjusted and was told that it would take 17 BUSINESS DAYS TO PROCESS RETURN. Therefore, I will be responsible for the Flexplay on a phone that I didn't receive (& $100.65 processing fees). For a company that prides itself on outstanding customer service I can assure you that even in post-COVID, NO OTHER COMPANY HAS EVER TOLD ME IT WOULD TAKE 17 BUSINESS DAYS TO PROCESS AN ORDER.

  

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  BBB 23643012
  ******* ******* (#*****4677)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience this issue may have caused.
  
  When returning a device purchased from Consumer Cellular within the Risk-Free Guarantee period, the processing time for a customer to receive any credit due can be up to 17 days. This includes 3-10 business days from the date the device is received to process it, and 3-7 business days from the time we process the refund for any credit received to post it to the customers credit/debit card.
  
  Once the device, the ******* Galaxy S25 - Mint 128GB, has been processed by our shipping department and confirmed to be in like-new condition, the account will be updated, and any credit due for the down payment plus sales tax will be applied to the customers account. However, the shipping fee is non-refundable and will not be included in any credit received.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/23/2025

  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.

  Billing

  

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  BBB Case #********
  ******* ******* (#XXXXX4692)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ******* ******* is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation. 
  
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (***), on 07/01/2025. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 07/01/2025 would be provided through ***. When an account is moved to ***, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations or questions about the balance should be referred to ********************************** at **************.  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for service on 7/17/2025.After my wife was denied financing for phones, I went onto their website and was approved. I signed a finance contract and was told that I'd receive a tracking number within 24 hours.24 hours passed, I hadn't received anything. I contacted their customer service and their agents said that everything looked good, but that processing takes 48 ******** that point, having been told that everything was good, my wife and I sold our current phones.After 48 hours, I received nothing.I contacted their customer service and was told that I needed to contact their billing department to answer some questions. I contacted their business department and was told that there was nothing I needed to do, that everything was good and that I'd receive tracking after 72 hours.This morning, 7/20/2025 I received an e-mail saying that the cancelation I requested was approved and that if I hadn't approved the cancelation to call them.Suddenly no one had any information and their business office said that I was denied financing.What?!? I already have a SIGNED CONTRACT agreeing to financing!I want Consumer Cellular to abide by their legal contract and send me my phones and open my account!Before they respond that they can't access my account, the phone number on the account should be ************ and the account PIN is 1983.

  

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  BBB Case #********
  ******* ***** (#XXXXX0877)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the inconvenience that the customer has experienced regarding this issue. We spoke with Mr. ***** about this issue on 07/20/2025. On 07/16/2025, Mr. ***** started an account with us via the Consumer Cellular website and placed orders for two Apple iPhone 16 Pro Max devices, both on Easy Pay payment plans. Easy Pay allows customers to split the balance of a device into 24 monthly payments, with a small down payment and full payment of the device's taxes. 
  
  Easy Pay eligibility is initially determined based on a soft credit check that customers must agree to. In this case, the customer was initially approved for Easy Pay. Because our Easy Pay program is considered financing, we are required to have the customer review and accept the terms of the Easy Pay program before we can ship the device. The customer is required to electronically sign an Easy Pay Agreement, accepting the number of payments and the terms and conditions of the agreement.
  
  All orders are further reviewed by our ****************** after being placed to assess financial risk and prevent fraudulent activity. After our ****************** reviewed the orders and credit check information, sadly, Mr. ******* account was deemed ineligible for Easy Pay. As we offer Easy Pay financing as a courtesy, we reserve the right to deny this option to accounts prior to shipping devices to customers. 
  
  We apologize for any inconvenience that this may have caused. We cannot offer credit for the devices that the customer sold in anticipation of the new devices. We understand this isnt the answer they were looking for; however, our stance has not changed. Mr. ***** is welcome to purchase any device they choose at full price. If Mr. ***** chooses to reinstate his account with **********************, we can review a potential eligibility date for Easy Pay financing at that time. 
  
  Mr. ***** is welcome to contact our customer service department if he has further questions or would like to reinstate his account. They can be reached at ************. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23628027
  
  I am rejecting this response because:

  I did receive a missed call and a voicemail from ***** yesterday, 07/20/2025. I immediately called him back and he gave me the same response that he posted above. When I then said that I was going to the BBB, he laughed at me and said that he's the one that's in control of Consumer Cellular's BBB responses and "good luck."

  When my wife tried to get financing for cell phones through their website 30 minutes before I did, it immediately declined her credit and told her that she had to pay the full amount for the phones in advance. She wasn't able to proceed with anything until she paid for the phones in full.

  When I went through the process, it APPROVED my application and made me sign a contract. I've provided a copy of the contract on both correspondences, they've provided nothing but excuses.

  When I woke up Sunday morning on 7/20/2025, I had an e-mail from them. The e-mail didn't say that I'd been denied service for my credit, it said that I'd requested for my order to be canceled (I provided a copy of the e-mail as well.)

  These people have been telling nothing but lies for the past several days.

  I either want my service and the phones that I signed up for (and signed a contract for) or I want them to provide payment for me to be able to get service elsewhere.

  I CANNOT STRESS THIS ENOUGH, I HAVE A SIGNED CONTRACT! 

  HONOR YOUR COMMITMENTS!

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

  

  Business Response

  Date: 07/27/2025

  July 27, 2025
  
  BBB Case #********
  ******* ***** (#XXXXX0877)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear that the customer wasnt satisfied with our initial response. Mr. ***** initially received approval when he placed the orders via the Consumer Cellular website, which was based on the results of a soft credit check. The initial credit check is run by our system and is an automatic process. As credit profiles can have many complex aspects, our billing department reviews most high-value orders to assess financial risk and prevent fraudulent transactions or orders. 
  
  Once the orders and customer information were reviewed, we were unfortunately unable to provide Easy Pay financing for Mr. ***** due to the results of the credit check that was performed. The email he received about the orders being canceled at his request is worded as if the customer had requested the cancellation of the orders, as these are automated emails that do not change based on the situation. 
  
  Previously, we stated that Mr. ***** could still contact us to start service if he would like to purchase a device, if paid in full. Unfortunately, after further review of the account, we can no longer offer any services to the customer, including both ********************** service and Easy Pay financing. Additionally, as Consumer Cellular isnt responsible for the customer's sales of their own devices, we cannot offer compensation for this issue. We understand this isnt the answer the customer was looking for; however, our stance has not changed. We wish the customer the best of luck in their future endeavors. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23628027
  
  I am rejecting this response because:
   
  These people are scumbag pieces of s*** Ill never attempt to do business with them again and can say honestly that my wife and I both work with seniors in ******* and ***** and Ill be making it my lifes mission to tell all of our clients to avoid this company like the plague.

  Ive already rejected this nonsense. This sack of s*** continues to talk about a soft credit inquiry yet I was forced to sign a contract before they decided to cancel my order.

  This has been such a headache and so scammy.

  The BBB can do whatever it wants, I dont need the BBB to trash this terrible company.

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