Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

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

Customer Complaints Summary

1,499 total complaints in the last 3 years.
486 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/13/2025
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.
Today(Sept *******) I called Consumer Cellular to add my daughter onto my plan. We started the process however her phone # wasn't released from the current provider so we weren't able to continue with the process. The *** DID NOT tell me that I was going from 50gb to 20gb. I got an email stating this even though we didn't make any changes. So I called and spoke with a *** explained what happened he assured me he was putting me back in my original plan which included 50gb. Hungup got an email saying I changed the 35gb. I did a chat with a *** she stated my 50gb plan wasn't available again even though I made NO changes. I ended the chat and called in again about cancelling my service. Explained what happened to the *** and he talked to his supervisor. I was offered $10 off a month for a year if I committed to a year with them but was still only gonna get 35gb not 50gb. Why should I have to pay more for less when I DID NOT make any changes?! I was only trying to give this company more business and got the bad end of the deal.
Business Response
Date: 09/24/2025
Dear BBB,

We are still working with the customer to come to an amiable resolution. We are requesting an extension for our response to allow sufficient time for both parties to work together on this situation.

Thank you for the consideration,
Business Response
Date: 10/01/2025
Dear BBB,

We are still working with the customer to come to an amiable resolution. We are requesting an extension for our response to allow sufficient time for both parties to work together on this situation.

Thank you for the consideration,
Business Response
Date: 10/06/2025
October 03, 2025

BBB 23878889
******* **** *****0075

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what the customer experienced.

We understand Ms. ******* ***** concerns regarding the transition from her original 50GB unlimited plan to the 35GB unlimited plan,and we recognize how frustrating this change must have felt, especially after the issue had previously been resolved. We spoke with Ms. **** and, as a one-time courtesy, were able to reinstate her original 50GB unlimited plan.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 10/09/2025

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:09/12/2025
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.
A few years back I got the $20 deal! 30 days later can you charge me $200! These people are liars and thieves! I pay less for Straight talk! Number one give me my money back! Number to stop lying and get the h*** off my TV! The problem is they have no unlimited data they dont tell you that!!!!!! If you continue lying Im going to sue you! Good luck and have a nice day
Business Response
Date: 09/16/2025
September 16, 2025

BBB Case #********
**** ******** (#XXXXX3429)

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 **** experienced regarding our plan charges and unlimited data plans. We attempted to reach the customer via phone and email, but were unable to speak with them.

Mark had service with Consumer Cellular in 2014 for 10 days and was not charged for service as his account was canceled within our 30-day Risk-Free Guarantee period. We were unable to locate any additional accounts for the customer that reflected the charges he is referring to using the information provided in the complaint.

We value our customers and strive to provide them with the best experience, whether it be our customer service, our products, or our marketing. We are sorry to hear that our commercials have caused an inconvenience.

We do offer unlimited data plans, and there are no limits to the amount of data a customer can use; however, once a customer reaches 50 GB of data usage, speeds will be reduced for the remainder of the billing period. 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. This information is listed in the fine print of our ads as well as our Wireless Customer Agreement, which is available to view on the Consumer Cellular website and governs our Terms and Conditions of service.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 09/16/2025

Complaint: 23878099

I am rejecting this response because:

Sincerely, I left this person multiple phone numbers no response! Tried to call them invalid phone number! So much for your A+ customer service! They admit I had service with them and lied about that as well I paid him $200 on a $20 plan I was homeless at the time wasnt able to fight that well now I can! They were lying and stealing from me then and theyre lying and stealing from me now! The I noticed the Better Business Bureau has removed all negative reviews on their website regarding consumer cellular good for you! Im sure youll never admit you were wrong! Buyer beware!

**** *******
Initial Complaint
Date:09/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Consumer Cellular issued only a $97.74 refund of $114.74; $17 still owed. No notice given before 3G shutdown left device unusable.We have been Consumer Cellular customers for over five years. In March 2020, we purchased a ZTE Home Phone Base directly from them. In August 2025, the unit became unusable because Consumer Cellular discontinued 3G support. We received no notice, leaving us without service.On August 14, 2025, we purchased a replacement VERVE base for $114.74 (with tax/shipping) using a **************** card. We returned the unit on September 2, 2025; *** shows it was delivered to Consumer Cellulars ********, ** facility on September 8, 2025. A partial refund of $97.74 was issued on September 9, 2025 to my *************** card.This leaves a discrepancy of $17.00, which has not been refunded.Concerns:Failure to notify customers of the 3G shutdown, unlike other carriers that provided advance notice and replacement options.Unfair financial burden requiring a locked device to continue service.Partial refund only ($97.74) instead of the full $114.74 paid.Requested resolution:Refund of the remaining $17.00.Assurance that Consumer Cellular provide timely notice and fair remedies for future service-ending changes.
Business Response
Date: 09/19/2025
September 19, 2025

BBB #********
******* ***** (#*****5327)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the service and connection with their Wireless Home Phone Base.

The device purchased in 2020 is a 4G/LTE device was not affected by the closure of 3G service across ***************** in 2022. We have had the pleasure of speaking with ******* *****, and after all troubleshooting steps have been completed and the issue was not resolved, Consumer Cellular has processed an order for a new Consumer Cellular Home Phone Base at no charge for our valued long-time customer.

Mr. ***** has been advised that, for inventory purposes, they will have a charge on their next invoice for the device, along with a credit to offset the purchase price, and the unit was sent at no charge to them. We have waived the shipping and upgrade fees for the previous device which was returned to Consumer Cellular.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************

Customer Answer
Date: 09/21/2025

Complaint: 23876148

I am rejecting this response because: Thank you. I appreciate the no-cost replacement and credits. Please keep the case open until: (1) Order #******** arrives and the base is activated and stable; (2) my next invoice shows $0 net equipment charge with the $12 shipping and $5.41 credits; and (3) the $17 balance from the 8/14 VERVE return posts.Ill accept and close once those are complete.
No charges should hit my *************** card. If the replacement fails, I need the return path (Georgetown store or prepaid label).

Sincerely,

******* *****
Customer Answer
Date: 09/30/2025
Status update/clarification:
(1) Yes. Order #******** arrived on 9/23 and the replacement base is activated and stable.
(2) Not yet. Im awaiting my October invoice. Consumer Cellulars Executive Resolution team confirmed a $0 net equipment charge with credits of $12 (shipping) and $5.41 (upgrade). No card charge has appeared.
Please keep the complaint open until the October invoice posts; Ill upload it and close the case once the credits appear.
Customer Answer
Date: 10/06/2025
Resolution confirmed. Consumer Cellular shipped a no-cost replacement LTE home phone base (Order #********); received 9/23 and service is stable. October bill shows $0 net device with credits $12 and $5.41; no card charge posted. Refund $97.74 posted 9/9 to card ending *9548. Please mark the case Resolved/Closed.
Initial Complaint
Date:09/10/2025
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.
The Consumer Cellular service has been ineffective in several areassuch as:After repeated calls to **************** they cannot activate my voicemail The My CC app on the phone does notaccept my password; repeatedly asking for another one The Bluetooth will not pair my devices justbrepeatedly "saves" them
Business Response
Date: 09/16/2025
September 16, 2025

BBB #********
***** ******* (#*****3723)

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. ***** ******* has spoken with our representatives, and our customers service issue has been resolved.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:09/10/2025
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.
In June 2025, I became a customer of **********************. To this point, I have received two bills. I am being charged a county tax for a county that I do not reside in. I have contacted customer service twice trying to get an explanation as to why I am paying a county tax for a county that I do not reside in. Unfortunately, no one that I have spoken with has been able to explain the reason why I am paying this tax. This is unacceptable. I should not be being charged a county tax when I do not live in the county. This seems to be a fraudulent charge and I would like an explanation for these charges.
Business Response
Date: 09/15/2025
September 15, 2025

BBB 23865160
********* ****** *****0258

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what the customer experienced.

We understand ********* Bartons concerns regarding the taxes she was being billed for. We reached out to ********* and corrected the issue so that she will be billed for the correct county; this change will reflect on future invoices.

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, once I see my next bill. I will need to review my next billing statement to determine if all charges are accurate.

Sincerely,

********* ******
Initial Complaint
Date:09/08/2025
Type:Order 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.
We cancelled our service on 8/14/25 using T-Mobile **** to complete the transfer of phone numbers. I spoke to the ** *** during that transfer and at no time did she mention a full month's charge of $60.70 was due but we only used 8 days of service. I contacted ** today after receiving a final bill and was told they do not prorate and she Should Have told me their policy. Their T.V. ad states no contract and cancel anytime. This is absolutely false advertisement! Consumer Cellular should be held accountable. I have never read anything on our bills about this policy and it was not mentioned on the 16th of August. We would have just delayed our cancellation until the end of the month.
Business Response
Date: 09/09/2025
September 09, 2025

BBB 23857858
***** ***** *****9284

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and strive to provide them with the best experience, both in our customer service and with our products. We are sorry to hear this is not what the customer experienced.

We understand ***** ****** concerns regarding their final bill since porting to a new carrier. We understand it would be frustrating to receive a full bill once the service has already been canceled. To align our policies with industry standards, Consumer Cellular will no longer prorate service charges for canceled lines or accounts. 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 until the end of the current billing cycle. This information is provided in Section 1.2 of our Wireless Customer Agreement. This agreement is not a contract since ***** was not locked into the account with us as we provide the ability to cancel at any time, and no additional fees are charged other than the charges for the service provided.

While we understand this is not the resolution ***** is hoping for; however, our stance has not changed. A refund or credit will not be applied to prorate the final charge for the lines/account per our policy and current industry standards. We can confirm that the agent who canceled the lines/account set the proper expectations with ***** to ensure a smooth cancellation process. ***** ***** is billed through the end of the billing cycle in which his request to cancel was received. The canceled account balance remains $60.70. ***** *** pay online or over the phone by contacting our customer support number at ************.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 09/09/2025

Complaint: 23857858

I am rejecting this response because:
1.2 What Happens If I ************************** Can You Cancel My Service? Is There A Cancellation/Early Termination Fee? You may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred through the date of termination. If you do cancel, you must notify us in writing. We may also cancel this Agreement. If we do, we will attempt to notify you in advance. Even though the Agreement is canceled, you are liable for all charges to your Number through the date of termination.
No where can I find anything about paying for a full month and not prorating a final bill in their Customer Agreement which is at the bottom of their first page on their website. Furthermore, in Section 1.1 it states:
1.1 ******************************* What Is Your Risk Free Trial?
Your Agreement begins on the day we activate your Service and continues through the
day your Service is terminated by you or us pursuant to the terms of this Agreement.
There is no requirement that you maintain Service for a specific term length.
With our 100% risk-free guarantee, as a new customer you may cancel your Service and
return any Device purchased directly from us within 30 days (data usage is limited to
500MB) of activation of your Service, and we will waive the monthly service fee. You
remain responsible for any international long distance, roaming, text and data charges,
as well as directory assistance charges, other third party charges and applicable taxes,
Rev. 051322
surcharges, etc. If you cancel beyond 30 days or if you have used more than 500MB of
data Services at the time of cancellation, you may still cancel your Service at any time,
and we will prorate your monthly service fees in your final invoice. Devices purchased by
existing customers are subject to a 14 day return period.
The next to the last sentence in this section seems to apply to anyone having their service more than 30 days. States they will prorate your monthly bill.

Sincerely,

***** *****
Business Response
Date: 09/16/2025
September 16, 2025

BBB Rebuttal 23857858
***** ***** *****9284

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
After further reviewing ***** ****** account, we waived the final balance of $60.70 as a courtesy on 9/9/2025. ***** will no longer receive invoices from Consumer Cellular; the final account balance is $0.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 09/17/2025

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:09/08/2025
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.
The coverage is not what they advertised there is no coverage at all in a lot of places and if cancel the service no matter when you cancel you will be charged for a whole month even if isnt but a day or two
Business Response
Date: 09/15/2025
September 15, 2025

BBB #********
****** ******* (#XXXXX5012)

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. Sadly, the customer did not reach out to our customer with any service or coverage issues. The account was cancelled as requested on August 14, 2025.

To align our policies with industry standards, Consumer Cellular will no longer prorate service charges for canceled lines or accounts. Plans are priced on a month-to-month basis, which keeps billing simple and easy to understand. As per our service agreement, and as we bill in arrears, the service is billed until the end of the current billing cycle. This information is 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. A refund or credit will not be applied to prorate the final charge for the line/account, as per our policy and industry standard. We can confirm that the agent who canceled the line/account set the proper expectations with the customer to ensure a smooth cancellation process. At the time of cancellation, the customer had the option to either disconnect the service immediately or keep it active until the end of their billing cycle. In either case, the customer is billed through the end of the billing cycle in which their request to cancel was received.

The amount to pay off the account in full is $70.53. To process a payment, ****** ******* may contact customer service at ************ or use our live chat feature at **********************************************. Additionally, their account is set up for autopay, and the payment will be automatically taken on September 23, 2025.

Thank you for allowing us to address these concerns.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:09/07/2025
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.
We were double charged May 2025 as a customer. We had autopay with our *********** account. Our *********** statement showed that we were charged twice so *********** pulled back one of the payments. Consumer Cellular now claims we *** for that month and continues to bill us with late fees. Weve contacted them multiple times with no success in resolving this. Weve also contacted *********** and they said that Consumer Cellular did not contest them for pulling back one or the two charges for May 2025. *********** said we need not worry about this anymore but yet Consumer Cellular continues to contact us about this. Around this time we also switched providers and no long do business with them. As I mentioned weve contacted Consumer Cellular several times and even gave proof from our *********** statement. Thanks
Business Response
Date: 09/09/2025
September 9, 2025

BBB #********
***** ***** (#*****5551)

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 and charges. In May, we processed a payment for $54.39. On 07/03/2025, the bank sent this payment back to us, causing it to be in a past due status. They canceled their account prior to the payment being returned by the bank, so when they sent in a check for payment, they believed this to be for the final balance. They were able to send documents to show that their bank had shown the payment in May to be processed twice, and then the bank canceled one of the payments.

With the information provided by ***** *****, we have adjusted the final balance charges, and theres now a $0 balance on the account.

Sincerely,

****** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 09/12/2025
Case number ********. ***** *****

Our complaint was discussed with Consumer Cellular and was resolved. ****, the solutions *** of Consumer Cellular, was very professional and kind. We talked with him about the issue and sent information to him concerning the payments we made. He was very understanding and within 24 hours he contacted us and explained what had happened. The result was that we were current with any charges and they corrected the error and informed us that we now have a zero balance. Very pleased that this issue has been resolved.

Thanks BBB for working with us on this case.

Thanks
***** *****
Initial Complaint
Date:09/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent a damaged phone then was told it would be replaced no charge but then was billed the replacement
Business Response
Date: 09/14/2025
September 14, 2025

BBB #********
**** ********* (#XXXXX4897)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of the frustration the customer has experienced regarding the replacement and return of a damaged device. On 07/21/2025, **** ordered a ******** ************ Upon receiving the device, it was found to have damage to the display. **** called our customer service department on 07/28/2025 to advise of this. When a customer reports that a device is damaged upon receipt, we have specific processes that our agents are advised to follow.

Unfortunately, the proper replacement process was not followed to ensure the customer wouldnt be charged for it. Instead, an exchange was set up, which indicated to our system that we were expecting a device in like-new condition. As a result, when our shipping team received the returned device, it was denied and sent back to the customer. Due to this having been for an exchange instead of a replacement, the customer also incurred an insufficient return charge for the cost of the replacement device of $117.47.

After the customer received the damaged device back, he contacted our customer service department, and a return label was sent to him so we could collect the damaged device. Once we received the damaged device back, the charge of $117.47 was waived.

We spoke with **** on 09/10/2025 and apologized for the error. We also informed him that we have received the damaged device and that the charge for the replacement has been waived.

Sincerely,

***** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Customer Answer
Date: 10/22/2025
regarding my complaint regarding consumer cellular
Istill am having issues regarding their billing. they did after some time nd trouble tke the chrge off my account for the damaged phone but are now billing me for a second line which i never activated and they have hangedthe monthly srvice fee from what i wa originally was told would be approx. $33.00 to over $40.. i have denied them any payment until this is resolved. my bill for the 47 days of service should be no more than $67.00 thank you **** *********.
please contact me by phone ************ or by mail
Business Response
Date: 11/03/2025
November 3, 2025

BBB #********
**** ********* (#XXXXX4897)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience Mr. ********* may have experienced during this process.

The charges associated with the additional line have been removed, and a credit for a late fee has been applied. After these adjustments, the final billed amount for ********************** is $79.44.

Consumer Cellular does not prorate service charges for canceled lines or accounts. Plans are billed on a month-to-month basis, and charges apply for the full billing cycle in which service remains active, regardless of the cancellation date. This policy is outlined in Section 1.2 of our Wireless Customer Agreement. The final amount reflects all applicable charges and credits, and all remaining charges are valid.

Sincerely,

******** *.
Executive Resolution Administration
T ************ F ************
********************************************************************
******************************
Initial Complaint
Date:09/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I don't want service from consumer Cellular! I'd already, cancelled a line 3 weeks ago, anyways I'd purchased full price 2 ***** phones from them!I owe a sm Payment But; there refusing to unlock my phones?? There my phones! I own them!They won't unlock?
Business Response
Date: 09/10/2025
September 10, 2025

BBB #********
******* ****** (#XXXXX1148)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. As outlined in the *** Unlock Policy, Carriers, upon request, will unlock mobile wireless devices or provide the necessary information to unlock their devices, for customers and former customers in good standing and individual owners of eligible devices after the fulfillment of the applicable postpaid service contract, device financing plan or payment of an applicable early termination fee.

For a Consumer Cellular device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must have been active on Consumer Cellulars service for at least 30 days, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. Consumer Cellular reserves the right to determine a phones eligibility to be unlocked based on our policy, which fits the *** guidelines.

We understand this is not the answer ******* ****** may have been hoping for; however, our stance has not changed. The past due balance must be paid before the device can be registered as unlocked. The amount to reinstate the account is the past due balance of $143.59. For immediate assistance with the payment, the customer may contact our support 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: 09/16/2025
But,my 2 ***** phones I purchased from Consumer Cellular before our service was connected; I paid in FULL
I own them, Consumer Cellular,kept messing up with my billing & so I dropped them!

Yes,I still owe a balance & I'm in the process of a Bankruptcy so I will just add; there wrong billing

But,I own my phones NEVER paid a monthly charge on them because I paid in FULL for both; So they have No right to lock my phones& if they would of disclosured this in the beginning when I purchased the phones?

I would of Never done business with them!

So,I just found out!
I'm angry for the companys misrepresentation and hiding information before I purchase the phones!

I have an elderly mother with dementia & husband with Alzheimer's disease,we are on disability!

I need my phones;
that I purchased; in FULL;
to get another provider thru the government program.
I already contacted them & they won't unlock
( my phones).

Thank you so much for your help & understanding

******* ****** Evans

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