Business Profile

Cell Phone Supplies

Cellcom

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Complaints

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

Customer Complaints Summary

52 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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:09/09/2025
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.
On May 14, 2025, Cellcom experienced a cyberattack that caused a complete phone service outage. During this time, my business phone, my personal phone, my 85-year-old mothers phone, and my husbands personal/business phone were all with ********The company provided little information or support during the outage. After 13 days without service, on May 26, 2025, we switched ************ billing cycle with Cellcom began on the 14th of each month. I had already paid my May bill in April. When the May billing cycle began on May 14, I had no ******** Before that cycle ended, I transferred to a new provider.Cellcom is now telling me I owe for June ******** I will not pay for service I did not have. I believe the company is unfairly requesting payment for services they failed to provide.I am requesting that Cellcom remove all charges for June 2025 and confirm in writing that my account is closed with no balance due.
Business Response
Date: 09/09/2025
See Attached:
Customer Answer
Date: 09/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
The invoices that Cellcom sent always included taxes and service fees. As I was fully paid through June 13, 2025, and did not have any service during the May 14 - June 13, 2025 billing period, I firmly believe I do not owe Cellcom anything.
Thank you,
*** *******
Business Response
Date: 09/10/2025
See attached:
Customer Answer
Date: 09/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I firmly believe that Cellcom is trying to charge me for services that they did not provide.
I was not able to have service for my four phones beginning on May 14, 2025. Finally, on May 26, 2025, I felt there was no choice but to switch providers.
I did not seek a refund for the bill that was paid in advance, despite the fact that I had no service during this period.
Had Cellcom been able to provide service, I would not needed to have switched providers. I had no choice. My business line, my personal phone, my mother's phone, and my husband business/personal phone did not work.
All previous bills included service charges and taxes, and this bill is no different - other than being higher than usual. Cellcom is attempting to extort me.
I will not pay for service I never had. I already did that by paying my May bill in advance. My position remains firm on this.
Thank you.
Regards,

*** *******
Business Response
Date: 09/12/2025
See attached:
Customer Answer
Date: 09/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached the new invoice, and the fees being charged are outrageous. I had no service during the billing period I am contesting, and taxes and fees do not equate to more than $300.
Cellcom is continuing to show their unethical business practices and I will not be paying at part of a bill when no service was available.

Regards,

*** *******
Initial Complaint
Date:09/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The last issue with ****** was 8/12/25. Our daughter had permission to leave the family account to create her own. But she failed credit check. The *** then offered her to upgrade her and remain on our account.***** contacted Celcom to see what needs to be done to remove her from our account. She was told **** would need to call to give her permission. He did so. But she was not removed. We called on 8/12 to confirm this was done to find out she was upgraded instead. We were told she would have 15 days to return the phone. We advised them she doesnt live with us to get her to do so.Apparently when she was away for basic training she was having issues with her phone. She was told to call ****** to troubleshoot it as she was in another state. ( I dont understand why they wouldnt troubleshoot as they can see its service thru them.) But we called to advise they can talk to her and assist her with her issue.We called Celcom several times disputing the issue that she was upgraded as she did not have permission to do so. The ***s even read back the notes for the permission to be removed only. But somehow they are viewing the permission to troubleshoot when she was out of state was permission to have access to do what she wants with her phone line. We would not give her such permission since she wasnt even paying us since March for the line she did have. The last *** says they would pull the calls and get back to us. He had advised that they could put her a p***aid account. But all that came back is nothing.This was ******'s error to upgrade the phone that did not have permission to do so and we do not want to be liable for the next 3 years for their mistake.
Business Response
Date: 09/03/2025
See Attached:
Customer Answer
Date: 09/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Cellcom did not accept any errors made by any of their customer support **** that have been contacted regarding our daughter being offered and upgrade instead of her being removed from our account as ***** has requested. As far as our knowledge ***** was never given any admin rights to make change or upgrades.
We would like to see the transcript from 9/18/2024 where ***** was added to our account to have permission to have access for changes. When she called Cellcom while in Basic Training to troubleshoot her phone issues. It was told by Cellcom she needed to have access to troubleshoot her phone. **** called Cellcom to add her to troubleshoot the phone, as it was advised to assist with the troubleshot issue. We did make a statement to Cellcom, she is out of state in Basic and needs assistance to troubleshoot issues and **** questioned why she needed the call to have the access to troubleshoot. We were not advised this is giving any admin access only permission for assistance to troubleshoot her issues.
The next call to Cellcom for ***** was because she wanted to get her own account, she was told she needed permission to be removed from our account. **** called on 9/11/2025 to give that permission be removed from our account. (We were again not told she had admin access to the account to make any change to her phone line), but **** called and gave permission to agent to remove her off the account only.
The following day ***** (with a friend) went into Cellcom (8/12/25) to create her own account and upgrade her phone. She did not pass the credit check, and the floor *** offered her to just upgrade her phone to our account. It was offered by Cellcom! There was never permission to do this anywhere as ***** or we were aware of.
**** and I called to confirm ***** is removed from our account around 4:30pm on 8/12/25 and that time it was told she was not removed as she did not pass the credit check, but she was offered an upgrade to her phone. Again, by Cellcom. This was the 1st of 3 Cellcom **** also stated their surprise after reading the notes for ***** to be removed that she was offered the upgrade. We did not approve any upgrade or advised to this upgrade.
We had no knowledge that she was give the access to make any changes to her phone line with Cellcom. If at any time anyone would have advise **** that she has these permissions, it would have been shut down.
We were told she could return the phone to the void contract. But she does not live with us and will not return the phone. We do not have any capability to make her return the phone or access to this phone.
I have called Cellcom only twice, as 1st time, I was told **** is account holder and he would need to call. So when ***** reached the two times for **** to give the permission did not seem to be any difference then what I experienced.
We would like to see these transcripts from 8/18/2024 that **** "provided access to admin rights to *****" rather than confirmation for Cellcom to troubleshoot phone issue only. Along with the phone transcripts on 8/11/25 giving ***** permission to be removed from our account and transcript on 8/12/2025 ask of confirmation that ***** is removed from our account only to find out she was upgraded. Also, for the several calls on 8/14/2025 for ***** to have no access to this account. As it was advised all these calls were being pulled to review. The last *** suggested that it was their error, and possible solution was to set ***** as p***aid account.
Very frustrated, as it was 1st told by Cellcom that ***** had to have "access" to troubleshoot her phone and then 8/11/24 that she needed permission to be removed from the account but instead is offered to be upgraded.
We would like Cellcom take their responsibility to offering ***** a new phone with failed credit history. Cellcom can follow up with ***** due to their error versus hold us to another 3-year contract that was not approved or accepted by the account holder.
Very disappointed service after being with Cellcom for over 20 years.]

Regards,

**** And **** *****
Business Response
Date: 09/09/2025
See attached:
Initial Complaint
Date:08/22/2025
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.
We had been a cellcom customer for 20 years and recently cancelled our phone service with them. When we called to cancel we told them to cancel our service. Now we have gotten a bill for $91.09 for the **** we had. We called cellcom about the bill we were told that we didnt tell them to cancel the MiFI so that is why we received the bill. They told us there is nothing they can do about it. We just feel this is so unfair of them.
Business Response
Date: 08/24/2025
See attached:
Initial Complaint
Date:08/06/2025
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.
Cellcom experienced an approx 2 week outage in May 2025. They proceeded to offer reimbursement for their outage using the following eligibility requirements:- Offer is available to active customers with qualifying accounts as of the July billing cycle.- Limit one redemption per eligible line (determined by active phone number).- Offer must be redeemed by June 16th, 2025.- The adjustment covers voice service billing costs only, Taxes/Fees are excluded from the discount and will still be applied on your monthly bill.(see ****************************************************)We had 3 lines that remained with Cellcom through the July billing cycle and therefore are eligible for reimbursement. However, we've been told that because those lines were in a transfer status, they were skipped and ineligible. Though a transfer had been initiated, it wasn't fulfilled and therefore we had an active billing account in July, as can be seen on our final ******* add to the insult, Cellcom has offered the reimbursement if we return as customers, thereby confirming our eligibility.We expect to see an adjustment to our final bill that credits the promised reimbursement for 3 lines.
Business Response
Date: 08/07/2025
Please see the attached document.
Customer Answer
Date: 08/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Eligibility for reimbursement states that you need to have an active line at the time of reimbursement. Given we were billed for service for the month of July (the time of reimbursement), we had an active line and are therefore eligible. Either we were customers in July being billed for service and should receive the reimbursement or we shouldn't be charged for service since Cellcom is claiming we're ineligible. Pick one.

Regards,

*** *******
Business Response
Date: 08/15/2025
See attached:
Customer Answer
Date: 08/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no communication regarding the timing of a transfer and how that would affect our eligibility of reimbursement for Cellcom's failure. Attached are the terms & conditions as stated on Cellcom's website and there is nothing stating the timing of a transfer. Given we are being billed for 3 lines for the month of July, those lines are eligible for compensation.
Additionally, Cellcom customer service representatives had the audacity to offer the refund if we were to return to Cellcom. If we can receive the refund by returning, why would an initiated transfer nullify our eligibility?
Cellcom presented this reimbursement as a good-faith gesture in response to their failure. In hindsight, this supposed "accountability" is nothing more than a retention policy and effort to save face with the public.
But you can still do the right thing with 3 of our 7 lines and own your mistake. We've faithfully paid our bill for years...at one time we had 13 lines with you.
Regards,

*** *******
Business Response
Date: 08/20/2025
See attached:
Initial Complaint
Date:08/03/2025
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.
So I've been holding off on this since the interruption in service we had in May. My family and I were on vacation in an rv when the service went out. 3 states away with a flat tire no way to call anyone. Phone didn't work. Had to flag down someone running because there wasn't anyone around. We were in the off tourist season. I bought a trac phone from ******* to make phone calls, to keep in touch with those who we were going to visit. This disruption in service lasted our whole 15 day trip and a week or so after the fact. Cellcom credited me $50! That's it. Didn't even cover the cost of the trac phone I bought. And no they won't even reimburse me for it. So 3 weeks no service is worth $50 to them. Hmmm. I've been a customer *******. Nope they dont care. Just a big conglomerate. They could care less. I work in the service industry. And if I did half my job no one would pay me or even have to if I didn't do my job. So why would they get away with what they've done to all of it customers.
Business Response
Date: 08/04/2025
See attached:
Initial Complaint
Date:07/31/2025
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.
Cellcom outage May 14 2025 through May 28 2025 and ongoing problems as I write this on July 31 2025. The rebate they offered is questionable to say the least as we had NO service between these dates and have service now that is sketchy to say the least-dropped calls are frequent and outgoing calls--depends on the day! We are elderly and this is our lifeline to the world and Family, not to mention Doctor appointments and follow **** Cellcom was very deceitful and two weeks is a very very long time to go without service!
Business Response
Date: 08/01/2025
See attached:
Initial Complaint
Date:07/27/2025
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.
Cellcom was cyber hacked and was without service for many over 21 one days. I Have NOT been credit on my phone bill for the month that I did not have service.. Called because NO longer can get into account. No longer with cellcom and was not with them for the billing cycle of May which they are charging me for. Still not credit and even though I did not have service for the month of May ( the billing dates) and since they charge for the month ahead, I was told I have to pay since I did not stay with ******* I confirmed they are charging me for a month I did not have service, which was the billing cycle for and was told yes and that it will go to collections if not paid.
Business Response
Date: 07/28/2025
See Attached:
Initial Complaint
Date:07/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were out of cell phone service, including text and internet for about 2 weeks and only received $40 bill credit for three phones. Does not seem right we paid for services we did not receive.
Business Response
Date: 07/28/2025
See Attached:
Customer Answer
Date: 07/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
Our phones did not work from Cellcom for half the month, they billed for service when we did not have any phone usage. They have not addressed the issue, did not have communication regarding issue. I read online that some customers received a double credit, I was unaware of this option. We want our bill credited for the full time when our phones did not work, which was approximately 2 weeks.
Regards,

*** ********
Business Response
Date: 07/29/2025
See Attached:
Customer Answer
Date: 08/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
even though they say they offered a double bonus, it was not clear what that was. The message I had received said it was automatic and I did not need to do anything. If this was a reputable company they would have just credited the bill for the entire amount of down time.
My bill needs to be credited for the 2 weeks our 3 phone lines went without service. Cellcom is taking money from customers and charging for services that were not available.
it is ridiculous that this company feels they can bill customers for service and the service was not available.

Regards,

*** ********
Business Response
Date: 08/19/2025
Please see the attached document.
Customer Answer
Date: 08/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed.
It is unfortunate that your company feels they can charge customers for services that were not available due to the almost 2 week outage. It is also not right that 2 individual messages were sent regarding a double discount for outage time, easily missed by customers, likely sent this way on purpose. This discount should have been automatic and not something that had to be applied for. Ridiculous!!
I plan to tell as many people that I can about your shady business practices and will start shopping around for other cellular carriers. We are not happy that you have given minimal credits for our service outage and we had to pay for services that were not available.

Regards,

*** ********
Initial Complaint
Date:07/22/2025
Type:Order 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.
Cellcom had an outage that lasted over two weeks but they still charged customers for services they did not receive. Their customer call center was shut down. They created delays in allowing customers to port out to another carrier. They misrepresented the extent of the outage saying data was not affected.
Business Response
Date: 07/23/2025
See Attached:
Initial Complaint
Date:07/21/2025
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 a customer of ********************** which I believe was owned by **************************** of Wisconsin. They had an outage several months ago which lasted for a couple weeks. I was also unable to change during that time because they were unable to port numbers. Once I was able to port my number I was in the beginning of their billing cycle so even after porting to a new carrier I was charged for several more weeks even though I was not a customer. I called and asked to have my bill adjusted and the service person said no. I asked to speak to someone else and they said they did have a department that could handle the complaint but said they would give me the same answer and refused to allow me any recourse to talk to anyone else for what I feel is an unfair practice. CellCom was also going to give a voluntary reimbursement for the time we were out but because I left I drop not qualify for that either because I was no longer a customer. Then my last bill came which was supposed to be my remaining balance on the phones and they once again charged me tax and all the other associated fees even though I did not have their ********** main complaints: 1) I was billed for service I never received - about 5 weeks 2) Do to their inability to allow me to port my numbers - caused me to continue into a billing cycle and continue to pay for service I did not use 3) When I asked to plead my case to the appropriate authority within the company I was refused.4) Even though I suffered the same as all customers, because I chose to leave I received no compensation.
Business Response
Date: 07/22/2025
See attached:

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Cellcom is NOT a BBB Accredited Business.