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:07/20/2025

  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.

  Transaction date is today July 20th for $115.54 for 2 months of service through consumer cellular that I've not used since probably the second week of May due to a busted iPhone. I tried to talk with someone at consumer cellular for a refund but they said their hands were tied. He did say that he could see that the service hasn't been used for the months of June and July but since I failed to cancel the account I couldn't get a refund. I then tried talking with a supervisor and I explained the situation to her the same way and her resolution was to cancel my account with no refund... What's right is right and wrong is wrong. No-one should have money taken from their account to be paid on something that's plainly been inactive for 2 solid months and a couple weeks of another, especially when they can see that no phone calls, texts or data has been used in that amount of time. They won't be losing anything in returning my money because it's obvious in their system I'm telling the truth. They even said they could see multiple FAILED attempts to bill me. I just want the money they took off my card returned and the account for the inactive phone ************ deactivated. Thanks to whomever is handling this complaint and I hope the justified actions can be taken so I don't have to put in complaints to the *** and the other one as well.

  

  Business Response

  Date: 07/21/2025

  BBB 23627486
  **** ***** (#*****9503)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that Mr. ***** has experienced frustration due to the service charges. Please know that Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; our service is offered on a month-to-month basis. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill through the end of the current billing cycle.
  
  The charge of $115.54 that was processed through automatic payment on 07/20/2025 was for service for the billing periods from 04/21/2025 to 05/20/2025, which posted on 05/23/2025, and was due for $57.77 on 06/10/2025,and the billing period from 05/21/2025 to 06/20/2025, which posted on 06/23/2025, and was due for $57.77 on 07/10/2025.
  
  Please know that many customers keep their service active only for emergencies, travel, or use it minimally. Zero usage does not indicate to our system that credit is due, nor does it justify issuing one. However, we recognize Mr. ****** situation and that they had minimal usage for the billing period from 05/21/2025 to 06/20/2025. We offered a partial credit amount of $57.77 as a courtesy and issued a refund request, which was processed to Mr.****** credit card on 07/21/2025.
  
  Should Mr. ***** have any further questions or concerns, they are welcome to contact our customer care team at **************. We would appreciate the opportunity to assist them further.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/19/2025

  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.

  poor service frequent no service

  

  Business Response

  Date: 07/26/2025

   
  
  July 26, 2025
  
  BBB 23623310
  ******* ****** (#*********)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience ******* ****** has experienced with their services.
  
  We have contacted ******* ****** about their complaint. The customer states that their services work at home but they receive limited cellular service at their workplace. We have filed a trouble ticket including the address to the customers work location to both escalate the issue and to ensure that the customers line is provisioned correctly. 
  
  After further investigation, this location experiences limited to no indoor network coverage. In-building coverage can be significantly impacted by several factors, including proximity to network towers, building materials, surrounding foliage, and terrain. Consequently, customers near the location will likely experience issues with call quality and data services. 
  
  We have followed up with ******* ****** and informed them of our findings. We have also provided the customer with troubleshooting steps that may be performed to help with improving services, as well as offered alternative options such as utilizing Wi-Fi-calling.
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  
  

• Initial Complaint

  Date:07/18/2025

  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.

  Consumer Cellular has the ability to set up auto pay. I set it up in good faith to the best of my knowledge. Something happened at billing and it did not go through. They sent me an email when it did not go through and IMMEDIATLY shut down my account without having a chance to get in and fix the problem! I was locked out from my bank since the verification code would not work on my phone anymore, so I had no way of figuring out what went wrong. What company ********** closed your account at the first moment of a nonpayment? First, they have the tools to set up auto pay, but they have no tools to test the entry. That's just dumb! Then, any other company would generally have a 5 day ***** period for you to get the problem taken care of. That's just common curtesy! So Consumer Cellular does not have the tools for me to test my setup, therefore I got slapped with a $25 bank fee, my service was IMMEDIATLY shut down and my credit score took a hit! Again, if they have the tools to set it up, they should have the tools to test it out. I do want to say I have no issue with the service or the people I've talked to, this is strictly a billing matter. I probably would have forgone this complaint if a supervisor would have called me back in 24 to 48 hours like they said they would - that didn't happen! That being the case is why I'm asking for the $25 bank fee back. Had the supervisor called, I would have dropped the entire thing.

  

  Business Response

  Date: 07/26/2025

  July 26, 2025
  
  
  BBB File No. 23623015
  ****** ******* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. On 7/15/25, we received notification that Mr.****** ******** eCheck payment of $53.75 was returned by his bank and the account was immediately suspended. Since funds were not collected, the payment was reversed, and a $25.00 bank fee was applied to the account.
  
  On 7/16/25, service was reinstated when payment was received. We sincerely apologize that he was not contacted by a supervisor as he requested.We were able to speak with Mr. ******* on 7/25/25 and apologized for the frustration this has caused. As a courtesy, we have applied a credit of $25.00 to his account for the bank fee. We appreciate Mr. ******* taking the time to speak with us and the suggestions provided. We have forwarded his comments to the appropriate department for further review and consideration.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/17/2025

  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 Client since 2010 Purchased a Iphone 13, Pro Oct *******. My phone is cracked and not working ************ the same time I purchased ********** for my Iphone 13 Pro. Oct 29, 2021 Consumer Cellular did not register that I purchased my phone through them. The **** NUMBER WAS NOT IN THEIR FILES. I proved I purchased the phone through them.After paying 9.99 per month for 3 years and 8 months, (aprox. $439.56) they are trying to refund $99.90 for my insurance and $200.00 on my account with them, to put down on buying another phone from them. Refusing to replace the ******** they never set up the policy with **********, Consumer Cellular kept the money and didnt get the paperwork done. ********** wont cover my phone, as they were not paid or informed about my ********** will not replace my phone or repair it.

  

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  BBB #********
  ******** ******* (#*****1809)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. 

  AppleCare+ provides protection from drops, spills, and other damage for a 24-month period beyond the standard 12-month warranty. The Apple iPhone 13 Pro was purchased from Consumer Cellular on September 29, 2021, with the protection plan added to the device with IMEI #*************** on October 1, 2021.  Due to the AppleCare+ protection plan reaching the end of its term, ***** cancelled the coverage, and the phone was no longer covered after October 1, 2024.  

  Unfortunately, the monthly charge for the plan continued on our customers account after the plan was canceled by *****, resulting in an overcharge of $9.99 for each of the past 10 months.  Due to the plan being canceled by *****, but billing continuing, we have removed the AppleCare+, and credits have been applied to their account for the monthly charge for the past nine months, with additional credit to be applied when the next invoice is processed.

  Between October 1, 2021, and the cancellation date of October 1, 2024, the iPhone 13 Pro was covered by AppleCare+. The cost of the plan for the time AppleCare+ was active, while not used, is not refundable.

  To help resolve this issue, we originally offered a credit of $200 which could be used toward the purchase of a new device.  ************** team has authorized an additional $100 credit, for a total of $300, in addition to the credits which have been applied to the account. However, we are not able to provide a new Apple iPhone 16 Pro at no cost as ******** ******* has requested. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23616584
  
  I am rejecting this response because:  This is a copy of their email I already answered.
  ***** *.
  Consumer Cellular according to our 3 way call with *********** never set up an ********** Plan through Consumer Cellular for my phone. Consumer Cellular did not have my **** Number in your system. I just provided the **** Number to Consumer Cellular when I was put through the process of proving I purchased the phone from Consumer Cellular. Consumer Cellular did not have my **** Number in your system until the last 2 weeks. Because Consumer Cellular didn't have my **** Number, they could not have set up an AppleCare Plan on my phone. ***** Care did not have my **** Number provided to them to set up *********** as Consumer Cellular never put it in your own system. Consumer Cellular never sent the $9.99 per month to **********.
  I am paying for coverage Consumer Cellular never set up, from Oct 29, 2025 till today as it is still on automatic payments.
  - (July 19, 2025).
  My phone does not show a Consumer Cellular call in my call list. The emails are best. Everyone but my own phone company manages to get calls through to me. My call back number is through Consumer Cellular as I pay you for it. Please continue to email.
  Yes, Consumer Cellular is charging me past the time of the non-existent ********** Coverage.
  I trusti have ********** as I am still paying for it. You are charging me for a plan that never exited. A new phone is fair, as I am still paying for the coverage that Consumer Cellular never set up.
  I have spent days and hours on this problem. Your $200.00 To buy a new phone from you doesn't begin to cover my time, frustration, and stress.. I am 72 years old. I depend on the service you are supposed to provide. I am in a wheelchair and fall too often when standing and walking. I use the phone for saftey, as I am one of the seniors you are providing your service for. You provide services especially for seniors. The information about coverage is not easy to find, as it is not on the first page of your invoices. Your customer service representatives could not find the coverage information in two calls I was put through by your customer service. (On the phone they were claiming I didn't have, Iphone 13 Pro through you). The coverage information is far enough back in your invoices, even your **** could not bother to find the coverage. I had to learn to use the account system to find my coverage and print it out.
  Thank You ******** *******

                       I have included the email I sent to Consumer Cellular. It enumerates the reasons for my Better Business Bureau Complaint. This email was the response I sent to them, in response to the same statements they sent you. They emailed me the same letter. I answered that same email on July 19, 2025. 

   Sincerely,

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

  

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  BBB #********
  ******** ******* (#*****1809)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further.

  As mentioned previously, AppleCare+ provides protection from drops, spills, and other damage for a 24-month period beyond the standard 12-month warranty. The Apple iPhone 13 Pro was purchased from Consumer Cellular on September 29, 2021, with the protection plan added to the device with **** #*************** on October 1, 2021.  Due to the AppleCare+ protection plan reaching the end of its term, ***** cancelled the coverage, and the phone was no longer covered after October 1, 2024.  The information regarding the charge for AppleCare+ is listed on our customers invoice on page 2, within the Monthly Summary section.  Which includes the **** of the phone that is covered by the plan.

  An email confirmation for the order was sent to the email address on file on September 29, 2021, listing the protection plan purchased at the time of the order.  Another email was sent on October 4, 2021, confirming the AppleCare+ was active for the iPhone.

  We have reviewed a call placed on July 7, 2025 during which our representative requested the customer to provide the **** of the iPhone 13 Pro, however, the incorrect **** was provided which prompted our representative to provide incorrect information regarding the AppleCare+ plan and not being active on the phone since it was not purchased from Consumer Cellular.  Ms. ******* acknowledged they provided the incorrect **** at which time the account was updated and our customer was advised the ********************** account lists the AppleCare+ plan as active and advised Ms. ******* to contact ***** to provide the correct **** to locate plan.

  To assist our customer with this issue, our customer service supervisor completed a conference call with ***** and Ms. ******* on July 9, 2025. It was during this call, which has been reviewed,  the ***** representative advised the AppleCare+ protection plan had expired on October 1, 2024.  The ***** representative advised the plan had expired, with no mention of Consumer Cellular not forwarding the plan activation to *****. We apologize for any misinformation provided by our representatives regarding the protection plan and listing the correct phone on the account.  This issue has been resolved and the iPhone 13 Pro purchased in 2021 was covered by AppleCare+ from October 2021 through expiration by ***** in October 2024.

  The iPhone 13 Pro, **** ***************, was purchased from Consumer Cellular by phone on September 29, 2021. The phone was initially activated with a different phone number. This number was cancelled at our customers request on April 5, 2025, with the AppleCare+ plan remaining active and the customer was charged monthly for the $9.99 AppleCare+ plan fee. However, the account was not updated at that time to show the iPhone 13 Pro was being used with Ms. ******* current phone number.

  Consumer Cellular did not receive notice from ***** regarding the AppleCare+ plan reaching the plan limit and expiring on October 1, 2024 and the monthly fee of $9.99 continued to be billed on their monthly invoice.  Due to the plan no longer being active, and the iPhone 13 Pro not being eligible for AppleCare+, Consumer Cellular has cancelled the protection plan within our system and provided credit of $9.99 for the past nine invoices, with an additional credit to be applied when the current billing cycle closes, for a total of $99.90 of charges for the time after the plan expired.

  We have made multiple attempts to reach Ms. ******* by phone at the number they provided. However, each call, from multiple representatives, has the same outcome, the call will ring once, with a message regarding the voicemail has not been set up and the call disconnects. This is generally an indication the phone is in do not disturb mode.

  To help resolve this issue, we originally offered a credit of $200 which could be used toward the purchase of a new device.  ************** team has authorized an additional $100 credit, for a total of $300, in addition to the credits which have been applied to the account. However, we are not able to provide a new Apple iPhone 16 Pro at no cost as ******** ******* has requested.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23616584
  
  I am rejecting this response because:
  Consumer Cellular says it set up my new  Iphone 13 Pro with my number from my Iphone 8 Plus number. My Iphone 8 plus was still in service and my new phone should have been set up with its own **** number at the time of purchase. Consumer Cellular had not set my phone or my ********** up correctly at the time of purchase. The ********** was never set up, according to the 3 way call with *****, but I was charged for it. As Consumer Cellular had not set up my new phone with its **** number, they could not have set up my apple care. ********** IS ALSO SET UP WITH THE **** Number of the phone. Although I have been charged for it since purchasing it. The ********** was not on my Iphone 8 Plus. I have paid $9.99 per month since my purchase of the Iphone 13 pro. Even this month I am still being charged for the ********** on my automatic payment. 

  After paying over $439.00 for the apple care, they just want to cancel the non-existant policy I am paying for so, they dont have to replace my phone. It is cracked and not working correctly. So, they just want to cancel and return Approximately $99.99 out of the $439.00 (aprox.)

  I have paid. 

  So they are offering a sum of $200.00 -$300.00, SO I can SPEND more money WITH THEM toward purchasing a new phone-through them. Good deal for them.

  I paid a lot more for the Iphone 13 Pro than $300.00. VERY EXPENSIVE, THAT IS WHY I ALWAYS PURCHASE EXTENDED WARRANTIES THROUGH CONSUMER CELLULAR for every purchase.,  

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

  Customer Answer

  Date: 08/12/2025

  AUG. 6, 2025

  PLEASE READ THIS AS IT EXPLAINS THE PROBLEM BETTER,

  Consumer Cellular is claiming that ********** was on my Iphone 8 plus, not my Iphone 13 Pro.

        I have had coverage on my Iphone 8 Plus with Square Trade through Consumer Cellular since 05/25/2018. I purchased the Iphone 8 Plus on 05/24/2018. I am still paying for the square Trade Coverage on the Iphone 8 Plus!!!!

   

    The ********** I was paying for never was opened with Apple. 

  Consumer Cellular could not have finished setting up the **********, as they never had my IMEI Number for my IPHONE 13 PRO. So, they are saying the apple care was on my Iphone 8 Plus.

      This would mean that they put Square Trade Coverage on my Iphone 8 Plus AND THEN additionally put ********** on it. (The apple care not starting until I purchased the Iphone 13 Pro 09/29/2021)

   

     I have 3 extended warranty plans through Consumer Cellular.

   2 phones and a watch to have the extended warranties on. 

  So, 3 warranties - 3 products.

  Iphone 8 Plus purchased 05/24/2018---Square Trade coverage 05/25/2018

   

  Iphone 13 Pro purchased 09/29/2021 ********** coverage 09/ 29/2021, my payments on the non-existant coverage started when I purchased the Iphone 13 Pro. 

  I paid for and never got coverage on my Iphone 13 Pro. 

   

  Apple Watch Ultra purchased 03/18/2025

  Asurion Protection Plan 03/18/2025

   

  Three warranty plans, 3 items to be covered. Dates show which product they covered.

     Please open my complaint up so Consumer Cellular can respond to, and address the 3 warranties/3 products.

  Thank you, ******** *******

  
  

  

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  BBB #********
  ******** ******* (#*****1809)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond further.
  
  As mentioned, AppleCare+ provides protection from drops, spills, and other damage for a 24-month period beyond the standard 12-month warranty. The Apple iPhone 13 Pro was purchased from Consumer Cellular on September 29, 2021, with the protection plan added to the device with **** #*************** on October 1, 2021.  Due to the AppleCare+ protection plan reaching the end of its term, ***** cancelled the coverage, and the phone was no longer covered after October 1, 2024.  The information regarding the charge for AppleCare+ is listed on our customers invoices on page 2, within the Monthly Summary section.  This includes the **** of the phone that is covered by the plan.
  
  An email confirmation for the order was sent to the email address on file on September 29, 2021, listing the protection plan purchased at the time of the order.  Another email was sent on October 4, 2021, confirming that AppleCare+ was active for the iPhone 13 Pro.  The protection plan for the iPhone 13 Pro, **** ***************, was active with ***** from October 1, 2021, through October 1, 2024, at which time the plan expired and coverage was cancelled by ***** as confirmed during a conference call with our customer, **********************, and an ***** representative. Per the account history, we can see that the **** *************** was active on the account until the phone number was cancelled at the request of the customer.  The AppleCare+ plan remained active on the phone until the plan was cancelled by ***** as expired on October 1, 2024.
  
  We can confirm our customer, in the last four years, has purchased the following cellular products, each with a protection plan included with each purchase:
  
  Apple iPhone 8 Plus **** *************** purchased May 24, 2018, and covered by Asurion/SquareTrade ($7.99/month) May 25, 2018, to present. At no time has this device been covered by the AppleCare+ protection plan.
  
  Apple iPhone 13 Pro **** *************** purchased September 29, 2021, and covered by AppleCare+ ($9.99/month) from October 1, 2024, through October 1, 2024, when the plan expired per Apple.
  
  Apple Watch Ultra 2 **** *************** purchased March 18, 2025, and covered by Asurion March 18, 2025, to present.
  
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:07/17/2025

  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.

  Sent my phone back to them because the screen froze up and could not be fixed over the phone. I took it to ****** to get it looked at like they said. The Person I talked to said there was no damage seen so it had to be internal. So shipped it back to them and now was told it was damaged when they recieved it.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  BBB #******** 
  *** ******** (#*****9718) 
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by this issue.  
  In order for a device to be returned to Consumer Cellular, the device must be in like-new condition. Any physical damage (including cosmetic damage) or damage due to liquids or extreme temperatures voids the warranty. The requirement that devices must be in like-new condition with no physical damage is not one that can be waived. 

  Once the new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. As a matter of course, returned equipment is received and processed in a safe and controlled environment within our shipping warehouse. When Consumer Cellular receives the equipment, the **** number is verified to confirm that the correct phone was received. Once we have confirmed the **** number, the phone is inspected and if any damage is found during the inspection, pictures are taken of the device and the damage for our records. This is done to ensure that any obvious physical damage is recorded immediately.

  The ******* Galaxy Z Flip6 was denied for return on 07/11/2025 due to physical damage with a puncture to the display and was shipped back to the customer the same day. We understand this is not the resolution our customer wants to hear, but hope theyll understand why this policy is in place and is industry-standard.
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23614732
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 07/25/2025

  If Consumer Cellular will pay for half of the phone $550 then I will pay the rest when I get the money since it was not damaged when I sent it back and they are saying it was damaged when they recieved it and they will not shut my phones off as long as I pay my monthly bill. ********, 78748281811C.h

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/20/2025

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

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23609493
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 07/30/2025

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

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23609493
  
  I am rejecting this response because:

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

  Customer Answer

  Date: 08/27/2025

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

   

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

   

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

   

  Thank you for your consideration of this matter.

   

  Sincerely,

   

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

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

  N.Y., NY 10016

  
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/18/2025

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

  We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ******* ***** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Mr. ******* concern to the appropriate department for further review and training.

  Consumer Cellular typically does not reimburse a customers shipping expenses. However, as a courtesy, we have applied a credit of $5 for the shipping fee.  A refund request has been forwarded to our ********************* for review, which can take up to 3 weeks to process. Once approved, our customer will have the credit applied to their credit/debit card used for the original order. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/17/2025

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

• Initial Complaint

  Date:07/16/2025

  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.

  Hello, I have the same concern about the lack of pro-rating my final bill with Consumer Cellular. My last billing cycle was from 5/25 to 6/24 and my phone was damaged on 5/27, so I used the service for only 2 days out of 30 yet I was charged for the entire month at $38.23. I am happy to pay for my two days of usage and do not understand why the bill can no longer be prorated. The only answer provided was it's just what all the major carriers do. I reached out to the executive team via their website a month ago and did not hear from them until I filed a complaint with the ***. I received the same answer and refusal to prorate my bill along with a past due notice on the actual due date and threat to send to collections. As a customer in good standing for several years I have paid the balance but see this as bad business practice and gouging especially for a company that markets to seniors as providing service unlike the big carriers. I find their lack of resolution unsatisfactory and hope multiple complaints will eventually reach reasonable ears or trigger a class action suit.

  

  Business Response

  Date: 07/16/2025

   
  
  July 16, 2025
  
  BBB 23607006
  ***** ***** (#XXXXX9169)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the billing on ***** ****** account. 
   
  To align our policies with industry standards, Consumer Cellular no longer prorates service charges for canceled lines or accounts. Service plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. According to our service agreement, if the service is canceled it will be billed until the end of the current billing cycle. This information was updated in August 2024 and provided in Section 1.2 of our Wireless Customer Agreement.
   
  While we understand that this is not the resolution ***** ***** was hoping for, our stance remains unchanged. Unfortunately, a refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and industry standard. These expectations were set verbally when the customer contacted us on 6/2/2025. When ***** ***** requested their transfer information, it was explained that the customer would be charged through the end of the billing cycle in which their request to cancel was received. As such, the final charges of $38.23 for service during the last billing cycle remain valid; no credit or refund will be provided.
  
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************