Complaints

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

close

Find a Location

Consumer Cellular has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/20/2025

  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 called Consumer Cellular August 18 and told them to transfer my service to Xfinity because I was planning a trip out of the country. I bought their "international plan" in 2022 for a London trip and it completely didn't work. They acknowledge in 2025 that lots of people had that complaint (so they've continued selling a product that doesn't work for 3 years). I get my transfer pin from CC and was told "You don't have to do anything else" to have the line transferred. I'm happy, because ******* has an international calling plan, I can use my phone in ****** exactly like I was back in the ******. I go to ******, expecting to use my phone. NO SERVICE, NO PHONE, NO INTERNET. Lo and behold, I discover CONSUMER CELLULAR NEVER RELEASED THE LINE, so I was unable to access my **************** I couldn't even use internet. I had to spend another $50 to buy an eSim card over there, which didn't include phone and was spotty at best. Completely ruined a $12,000 trip that I had planned for months. I would use the wifi in the apartment there to plan a route, then laboriously take screen shots of each step of the journey, then try to follow that "map" out on the street. Ridiculous. Then I get CC's notice they are billing me for another cycle, due date of September 23. I call them to complain they screwed up in not releasing my line like I instructed them to; they refuse to do anything. I asked them to credit me for the final month they were holding onto my line, which screwed me over. They told me it was MY FAULT I didn't delete the eSim, which 1) they never told me to do and 2) assured me to the contrary when I spoke with them August 18 to transfer the line that there was nothing further I needed to do to effectuate the transfer. My phone was unusable because of their action: they were controlling the line. So they both want to disclaim any responsibility for the time period they were doing that but also charge me for service for that time period. Outrageous.

  

  Business Response

  Date: 09/21/2025

  September 21, 2025
  
   
  BBB #********
  ***** ****** (#*****3113)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing and services caused ***** ******. Consumer Cellular does offer for customers to use our services internationally but can't guarantee the services you will have while using international towers. When traveling internationally it is billed as a per use service, so if they are unable to use, they wouldn't be billed.
   
  We confirmed they had ported their phone number out to Xfinity on 08/18/2025. When the number ported out, if they experienced any signal issues with their service, this would've been through the service being provided by *******. When they ported out, the billing profile with Consumer Cellular did remain active until 09/06/2025. This was strictly billing though, as the phone number had successfully ported over to Xfinity on 08/18/2025. The account was fully closed on 09/06/2025 and backdated to 08/18/2025.
   
  Their final bill was supposed to be $69.98 for the final billing cycle of 08/04/2025 to 09/03/2025. Per section 1.2 of our Wireless Customer Agreement, customers will be charged for the full billing cycle they were in at the time of cancellation. As a courtesy, on 09/19/2025 we provided a $60.00 courtesy adjustment. This leaves the Consumer Cellular account with a final balance of $9.88, which is valid for the final billing cycle.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/21/2025

   
  Complaint: 23911061
  
  I am rejecting this response because: Consumer Cellulars statement that the account remained open for billing purposes only is simply false. Please review the attached.  They held onto control of my phone line until September 18, 2025 (see the 9.18.25 screenshot showing CC as the carrier on my phone, and their 9.18.25 email saying they had finally completed the eSim deletion. I instructed them on August 18 to do everything needed to release it,and they assured me on August 18 I didnt have to do anything further to effectuate the transfer. This was false, and I relied on their statements, which caused me harm. See attachments. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/18/2025

  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 March Consumer Cellular changed my plan. They had some changes to their selection. I did not authorize a change to my plan which cost me 5 dollars a month since March.The taxes are always different so if you don't look at the bill you wouldn't know it changed. They switched me from **** plan to 5 gig plan Bait and Switch!

  

  Business Response

  Date: 09/25/2025

  September 25, 2025
  
  BBB #********
  ***** ****** (#*****8591)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have contracts, allowing our customers to change their plan to match their current usage needs. Additionally, we offer automatic upgrades, SmartFlex, on our data plans. Should the customer exceed their plans limits, their plan would automatically be upgraded.
  
  Our SmartFlex feature is designed to prevent an unnecessarily large bill in cases of higher-than-expected usage or when the customer signed up for a data plan that was too small to cover their actual usage. If the customer never accrues overages, then we will not change their plan unless they request it. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. Customers can disable the SmartFlex feature through their online account or by contacting customer service.
  
  Upon review, we can confirm the customers plan was changed to the 5GB level from their phone using the MyCC app on March 31, 2025, and was not automatically upgraded by Consumer Cellular.  As a courtesy, we have applied credits totaling $10.00 to rerate two invoices from 5GB for $25.00 plus tax to 1GB for $20.00 plus tax. The account now has a balance of $23.19, due on October 4, 2025.
  
  While we are happy to provide these credits this one time, it is the customer's responsibility to review their plans and usage to ensure that they are in the plan that best fits their needs.
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:09/18/2025

  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.

  9/18/25 I cancelled my service on 8/1/25 and was charged for a full month of service. They refused to prorate the one day of service.

  

  Business Response

  Date: 09/22/2025

  September 22, 2025
  
   
  BBB #********
  ******* ******** (#*****5462)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused ******* ********. We contacted them and reviewed the billing. When they ported out and canceled on 08/01/2025, they had just started their new billing cycle. Per Section 1.2 of our Wireless Customer Agreement, customers are charged through the end of the billing cycle theyre in at the time of cancellation. The final charges of $46.86 for the final billing cycle of 08/01/2025 through 08/31/2025 are valid.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/22/2025

   
  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:09/17/2025

  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.

  Service ended 8-9-25and beings charged to *********** of many errors! This past month spoke to many cellular agents all tell me a different story! One agent informed me Im 2 months behind in payment. First pay started 9-13-2021 with auto pay! Ask for payment scheduled never received. Did receive my first paper bill of *****. Monthly charge $30.00 tax surcharge $4.29=taxes&fee $5.13. Never received huge tax bill. Over bill! Normal bill $ *****. On 9-15-25 called for more info per billing. First time get complete billing info. Been on autopay since 9- 21 with $5. Credit @ time my bill was$27and cents later changed to $32.¢s. Because of error stating was getting paper monthly bill they never issued $5:credit. All this years Ive been cheated called stealing! Never received monthly bill. If so would have seen error. Did receive on email confirmation on monthly autopay. Example on there incorrect info when ending service took more than 2days because incorrect address which was updated *******. My $5 credit was to start 9- 21.too 8- 25. Im being owned money and over charged on taxes and end billing.I trusted them and repaying me with cheating and stealing me. All because of their failed info.

  

  Business Response

  Date: 09/17/2025

  September 17, 2025
   
  BBB #********
  ******** ***** (#*********)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused ******** *****. We contacted them and reviewed the billing. They ported their phone number and canceled their account with ********************** on 08/10/2025. Per section 1.2 of our Wireless Customer Agreement, they will be charged to the end of their current billing cycle, at the time of cancellation. The payment that was processed on 09/13/2025 was their payment for the final billing cycle that started on 07/24/2025 and ended on 08/23/2025. We advised that they were not owed a monthly credit of $5 to their Consumer Cellular account. They were saving $5 every billing cycle by being on autopay and electronic billing.
   
  As a courtesy, we have submitted a request for a refund by paper check in the amount of $5.73.
   
  Sincerely,
   
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:09/17/2025

  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.

  Consumer Cellular reactivated a five year old account and started billing when I called customer service to check about coverage at our home. On Sept 15 I was told to give an account pin to talk to the customer service *** about checking on using their company. I did not remember the pin from 2020 and suggested a new one. I was told that Consumer Cellular had 4 G coverage at our home which would have been fine. But that is not the case. I checked when a contractor came that used **** which sets the network for Consumer Cellular. (One bar outside). And ******** did have coverage but that relationship ******** no time did I activate a phone to check coverage (the first *** said she could not do it) and we never discussed plans or pricing but only coverage.Please note that last year I also called with the same coverage question and was not charged. This year **************** Rep ********** reference number allowed) said the billing clock had started I did try to respond to their first email on Sept 16 but the account was unmonitored. The email stated that I had an initial bill of $5.58 and this was going to continue. I was supposed to check My Account (none) and type in my phone number (none) and use my password (none).****** did cancel so we would not be billed much but would have to wait a month for final charges.Please note that I never talked about a plan or costs or activated any phone for over five years. But I did call to check on coverage. During the first call on Sept 15 at no time was I told of any charges. During the second call on Sept 17, which was in response to the Sept 16 email billing, I was told that our monthly bill would continue unless cancelled. ****** did send an email saying the account (none) was ************ concern is the deceptive practices of Consumer Cellular for not mentioning costs and policies.

  

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
   
  BBB #********
  ****** ******** (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing may have caused ****** ********. We contacted them and reviewed the account. The ********************** account had been reinstated, as they were thinking about rejoining Consumer Cellular. The account was never charged for services, but due to the account profile being active a bill posted with an opt-out fee, as they had a profile with no email billing or autopay active. Due to them never starting services and cancelling the profile we have adjusted the opt-out fee charge, and they now have a $0 balance on the Consumer Cellular account.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 09/18/2025

   
  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,
  
  ****** ********

  Customer Answer

  Date: 10/21/2025

   On September 15 I called Consumer Cellular to check on coverage at our home. I did not activate an account or have a phone number or update a profile. But Consumer Cellular started billing anyway. I filed a complaint with BBB (#********) and quickly received a resolution notice from Consumer Cellular which I accepted due to wrongly believing their commitment to stop billing (please see uploaded documents). Today I received an email bill for continued billing ( a final bill). Please note I do not have an account with that company or any phone number or any contact since the Commitment email from Consumer Cellular. I wish for this disagreeable process to end.

  

  Business Response

  Date: 10/28/2025

  October 28, 2025
  
   
  BBB #********
  ****** ******** (#*****5996)
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration this billing might have caused ****** ********. We contacted them and reviewed the account. We can confirm there is a $0 balance on the account. They dont owe a balance to Consumer Cellular.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 10/28/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in aug i bought. a cell phone activated it but the phone would not work. i ordered a **** with consumer cellular. i called 6 days later and canceld my service payed for the **** and asked if any other charges and the cc customer service said that since the billing date had not began that the srvice would be canceled with no aditiona charge to ******** sept 15 i receive a bill for ***** . i callled chatted and. emailed and they refuse to stop billing me! and will. until oct. its the principle of this situation. they should not be billing first and i pay for my moms grandpad and will change services and never use them again after 7 years of using them, i never used the cell phone once, i even took the **** out. after the 6 days. and most they said i would not have any charges after aug 1 2025, then send me a bill. sincerly ****** ********** the phone i ended service with is not i use.

  

  Business Response

  Date: 09/17/2025

  September 17, 2025
   
  BBB #********
  ****** ********** (#XXXXX0208)
   
   
  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.
   
  The account was reinstated on August 13, 2025, and then cancelled as requested on August 21, 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. Our risk-free guarantee is only available for new customers. Reinstated accounts are not eligible to have the final charges waived within the first 30 days of service, as they have already tested our service before. We apologize for any miscommunication that occurred during the cancellation process.
   
  As such, the remaining balance is valid and still due. The amount to pay off the account in full is $24.19. To process the payment, ****** ********** may contact customer service at ************ or use our live chat feature at **********************************************.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/23/2025

  i paid consumer and will no longer use there services and am dropping this case !!! thankyou, sincerely regina ********** **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  Date:09/15/2025

  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 terminated my service with consumer cellular in April 2025. Talk to ****** to terminate service. See statements of ***** that I talk to ******. $ of April 2025. Consumer cellular failed to terminate when instructed. See credit card statement that I have **************** in 05/20/25. I cant have both cell phones at one time at the same month. Also, I own a land line which I use a lot. Why do I need 3 phones at one time.

  

  Business Response

  Date: 09/24/2025

  September 24, 2025
   
  BBB #********
  ***** Hasanon (#XXXXX1711)
   
   
  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 ***** Hasanon experienced.
   
  Upon investigation, we found that there had been no account access to the customers account between January 30, 2025, and June 2, 2025. There had been no request to cancel either by phone call, online chat, or written notice. As such, the account remained active with active usage and incurring charges.
   
  Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until we receive a request to cancel service. When an account is closed, a final bill for service is always issued through the end of the billing cycle.
   
  ***** Hasanons account was canceled as requested on June 2, 2025. As we did not receive payment for services provided during the final billing cycle, the account was transferred to the collection agency, **************************** (***), on September 23, 2025. When an account is moved to ***, the entire account, including the balance owed, is transferred. For all payments, arrangements, negotiations, or questions about the balance, ***** Hasanon will need to contact PCS at **************, as Consumer Cellular no longer owns this debt.
   
  Thank you for allowing us to address these concerns.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for a couple of years. Initially when I joined I was told I had **************** which was important to me as I work remotely and need hotspot data. It turned out it was limited to 50GB and then they throttled it down and more importantly, they cut off my ability to use my phone as a hotspot. I had a problem communicating with my employer because of that incident. So I adjusted and was more careful with my data after that. Now, today, I got a notification that my "unlimited" minutes are limited and I am about to lose my ability to make phone calls or get "automatically upgraded to a bigger plan". (see screenshot of my bill). They have asterisks next to the word unlimited in some plans but not others. They use double talk constantly. They also sold me a faulty phone ********* Razr flip phone) that they replaced once but when the same defect happened again they wouldn't replace it a second time. (The defect was the screen cracked in the middle after opening and closing it too many times). I want a refund for that phone *********** addition, I took a trip to *********** in May on a bus from *********** and was told my phone would work in ******. It only worked within a few miles of the border and for the rest of the trip I got stuck without service and had to buy a temporary phone plan from a *************** to have service down there for the week I was there.I have included a screenshot of a ************ page that shows their plans and is up front and honest about what they are selling you. Consumer Cellular should be held to the same standard instead of using double talk to trick people into their service. To them, "unlimited" doesn't actually mean "unlimited". You can't change the meaning of a word by putting an asterisk next to it. These people are liars and will say anything to sell a product.

  

  Business Response

  Date: 09/21/2025

  September 21, 2025
  
  BBB Case #********
  *** ******** (#XXXXX3312)
  
  
  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 issues that the customer has been experiencing regarding their device and service. We spoke with *** on 09/17/2025. During the call, the customer expressed concerns regarding our unlimited plans, as well as other concerns with his account. We explained that with unlimited data plans, there are no limits to the amount of data a customer can use; however, data speed is reduced once a customer has used a preset amount of data. This is a general standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. 
   
  Once a Consumer Cellular customer has used 50GB of data in a billing cycle, their data speed will be reduced for the remainder of the current billing period. Once a customer's speeds are reduced, the hotspot feature will also be disabled. We apologize for any inconvenience this may cause; however, this information is listed in our Wireless Customer Agreement, which governs the terms and conditions of the use of our service. The Wireless Customer 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.
  
  Regarding the notification that the customer received about their unlimited minutes, we have reviewed the customer's account and can confirm that this was shown in error, as our unlimited minutes plans are also unlimited. Customers will experience no change in service or quality regardless of how many talk minutes they use throughout the month. This also applies to our unlimited text messaging, with data and tethering (or mobile hotspot) being the only services impacted based on the amount of use. 
  
  Next, *** expressed concerns and requested a replacement or refund for the ******** Razr device that he purchased from us in November of 2023. The customer stated that it was replaced once due to an issue with the screen, though this was not replaced through Consumer Cellular. If it were replaced, it would have been through the manufacturer. In this case, ********. Regardless, our devices come with a one-year warranty, under which we can replace devices with hardware or software defects within one year of purchase if we are unable to resolve the issue through troubleshooting. This warranty requires the device to be in like-new condition. 
  
  Unfortunately, it is outside of the one-year warranty period, and as a result, a replacement cannot be provided. Additionally, as the customer stated the inner screen is damaged, this would also not be covered under the warranty. We offer a protection plan for all of our devices through our ordering process. The protection plan is also available to opt into for up to 60 days after purchase. Unfortunately, the customer declined to opt into the protection plan and does not have coverage for damage to the device. Lastly, we offer a 14-day return period, during which customers can return a device if it is still in like-new condition. As the device was purchased in 2023, we cannot offer a return or refund for the device. 
  
  Regarding the concern of international roaming availability. We can confirm that the customer did request international roaming prior to his trip to ****** in May of 2025. During the call, our agent confirmed that he can make calls to Mexico for free, which is correct. However, our agent misunderstood that he was referring to roaming within the country, rather than making calls to the country. After returning from the trip, a credit of $10.00 was applied as a courtesy on May 22, 2025, when the customer called to report that the service did not work as expected. 
  
  We explained to *** that we do offer international roaming services in ****** and advised that he followed the proper process by requesting the service before he left for the country. Should the customer need international roaming services in the future, they are welcome to contact us prior to leaving the country, and we will be happy to set this up for them. We will follow up with the agent to ensure the proper process is followed in the future. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:09/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a CC customer since 2018 (approximately) and generally have not had any issues until recent months. I've reached out to customer service seeking to get charges reversed for services related to verse home phone base and got varying information/misinfomation. The issue remains unresolved. An order was placed in 2024 and billing began immediately (albeit inactive). The existing home phone number/service was not ported until several months later in 2025. This resulted in being billed by both carriers. I contacted ** and spoke to customer service staff. **** indicated that they would note the file and escalate the matter. I would call to follow up and there was no record of prior convos. I've been seeking a refund and given different instructions (feedback) from CC since the order began. Again, I am seeking a refund for the months the service was not active. I encountered this same issue in recent months when assisting my mother port/obtain verve home base, but I was able to sort things out quicker due to my prior experience. It did result weekly calls to customer service and sifting through misinformation, however, everything with my mom's account, including billing was able to settled/set up within a billing cycle UNLIKE MY SITUATION. With the exception of this, we've had minimal issues. Additionally, I noticed the bill has steadily increased. No changes were made to any services. Nonetheless, the bill has jumped from $140-$150/month to $170.00/month for reasons unknown.

  

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
  BBB Case #********
  ********* ******** (#*********)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the frustration that ********* has experienced regarding the transfer of her phone number and charges while the service was not yet active. We spoke with ********* on 09/16/2025. During the call, we explained that per our Wireless Customer Agreement, customers must dispute any incorrect charges within 60 days of receiving their monthly bill. As a result, our agents were no longer able to offer the credit for these charges when she previously requested it. 
  
  However, we understand the inconvenience and frustration that this has caused and have issued a credit in the amount of $71.40, which covers the entire period from when the line was added to the account on 11/14/2024 to when it was first activated on 03/19/2025. The customer accepted our credit offer and then expressed concern regarding her monthly bill steadily increasing over the past several months. 
  
  We explained that the monthly invoices have been increasing due to several factors. The first of which was a $15.00 per month increase due to adding the line referenced above on 11/14/2024. Next, when this same line was initially added, the customer received a $50.00 promotional credit, which was spread out over the next five monthly invoices, each at $10.00. Taxes and surcharges have increased due to standard state and local tax increases over time, as well as an additional increase due to the additional line that was added. In total, the customer is being charged around $10.00 more in taxes and $5.00 more in surcharges compared to a year ago. 
  
  Lastly, the customer advised that she is set up on autopay through her financial institution, rather than with Consumer Cellular. As a result, the same payment is made each month, which leaves a total due or credit on the account, depending on the situation, and causes the customers' invoice totals to appear more erratic than they otherwise would. The amount due remains roughly the same each month; however, tax and surcharge increases or decreases, as well as any service changes made, will affect the final cost of the invoice. 
  
  We recommend reviewing the bill each month to ensure accuracy, as well as to ensure the proper amount is paid. However, we appreciate the customer making her monthly payments and welcome her to pay her bill as she sees fit. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:09/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of problem: 9/13/2025 Relevant additional date: 8/29/2025 On 8/29/2025, I contacted Consumer Cellular to begin the process of establishing service with them. From a previous call, it was my understanding that billing would not begin until I received and activated a SIM card. But at the very end of the 9/12/25 call--after providing billing info--I was told that billing would begin immediately. Because of Labor Day, mail service would be delayed; it could easily be a week before I'd receive the **** I wasn't OK with being charged for up to a week for service I didn't have so immediately cancelled. The *** mocked me for that; very unprofessional & rude.I subsequently purchased a SIM card from my local Target. On 9/12/2025, I called to activate it. To be sure I got the available offers, the Consumer Cellular billing office had told to re-activate my previous account instead of starting a new one. After more than three hours and long phone calls with two different Consumer Cellular ***s, the 1st of whom said he was being helped by his supervisor, they were unable to activate my SIM card. The 2nd *** I spoke with said this was her 1st time trying to do an activation that involved a referral. She was polite but seemed very unsure of herself. Her response to at least 2 questions I asked began with, "I think" or "I believe." She also said the previous *** had not left documentation that would help her. She said she was going to charge me a $10.53 activation fee. On 8/29/25, I'd been told there was a $10.00 activation fee, and the 1st *** I spoke with on 9/25 said nothing at all about such fee. Which is it??? After about 45 minutes with the 2nd ***, I lost confidence in Consumer Cellular's ability to activate my phone, gave up, and cancelled.After activation, Consumer Cellular reimburses the cost of the **** Since they were unable to activate my SIM, I'm requesting reimbursement of the $10.73 cost ($10.00 plus $0.73 tax).

  

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
   
  BBB #********
  ****** ****** (#*****2252)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We apologize for any frustration that mightve been caused by the interactions that ****** ****** had with Consumer Cellular. We contacted them and reviewed the interactions they had with Consumer Cellular and listened to the concerns they had with the initiation process of starting an account. Theyve decided not to start services with Consumer Cellular due to the difficulty they experienced with multiple representatives. We have submitted a refund via paper check to them in the amount of $10.73 for a SIM card they purchased through Target for Consumer Cellular, which they weren't able to use.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 09/16/2025

   
  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.  I also appreciate how quickly the business responded. 
  
  Sincerely,
  
  ****** ******