Business Profile

Cell Phone Supplies

Cellcom

This business is NOT BBB Accredited.

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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

41 total complaints in the last 3 years.
29 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: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:
Initial Complaint
Date:07/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company had a cyber attack and was out of service for weeks. When we tried to remove a cell line due to this massive service interruption the company charged an additional month of service and then continued to charge for subsequent bills for taxes and fees.
Business Response
Date: 07/16/2025
See Attached:
Initial Complaint
Date:07/10/2025
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.
I was without service from this company for over two weeks by no fault of my own and they will not credit me for the time Idid not have service with them.
Business Response
Date: 07/11/2025
See Attached:
Customer Answer
Date: 07/11/2025
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.

[The response was completely worthless. It just stated what I already knew. Also, the check is as my pro-rate bill with included the statement paid in full. By writing "Paid in Full" or similar language on a check for less than the amount the creditor claims is due, and the creditor cashes it, it can be argued that a new agreement (accord) was reached and the debt is discharged (satisfaction).

Regards,

******* *******
Business Response
Date: 07/15/2025
See Attached:
Initial Complaint
Date:07/05/2025
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.
In May of 2025 cellcom had an outage which affected my phone. During this outage cellcom claims they sent out a email saying do not update phones I went through all my emails and never received the email, During the outage the phone did an automatic update and now they are saying because of this update the phone is fried and I could send it in but I would have to pay for it myself which is not acceptable as I had no control over this situation when I was never informed properly.Also during this time I have been in and out of surgeries and currently on the list to get a new kidney so I can not be with out a phone. I think they should pay for the phone to be fixed or replaced and the few months of service that was affected by it.
Business Response
Date: 07/07/2025
See Attached:
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 7th Cellcom was under a cyber attack and we lost all service on my phone and my husband's phone. We are older and retired and live in a very rural area where the inability to call for help is crucial. When one of our dogs had an emergency on May 19 we had no way to reach a vet so took a chance and rushed him into ********** for help. Luckily our vet also used Cellcom and was understanding and saw our dog right away. It hit us that if this were a human emergency we would be in trouble so decided to change carriers. But Cellcom couldn't or wouldn't provide us a pin to transfer our numbers. We went ahead with the new carrier leaving number assignment open while they shipped us sim cards. By the time we got the sim cards on the 23rd and Cellcom gave us pins on the 24th we were in a new billing cycle. Cellcom has billed us for the **** billing cycle and will not discount it for the numerous days we were without service and could not get pins to transfer our numbers. On top of that, we owed roughly $41 on purchase of my phone, which we are happy to pay off, but they talked 911 and carrier fees and taxes onto the final equipment purchase payment in the amount of $15. Spoke to billing and was passed to a supervisor who flat out told us we owed all of the bill and there was nothing she could do about it Since we did not stay with them. Just does not seem right.
Business Response
Date: 07/02/2025
Please see the attached document.
Customer Answer
Date: 07/02/2025
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.
The call began with her making it clear that they were not going to do anything about the billing, which is what we wanted resolved. Her contention that we should have called them earlier before the end of the billing cycle is laughable as we had no phone service. We tried to get a pin to stop service and transfer it through their chat but before my husband gave any account info they could track he was told it was not possible so she used that lack of trackable chat interaction as her reasoning for why we didn't beat their billing deadline.
Did not bother listening to her spiel on emergency services because there are no emergency services available for veterinary emergencies which was what our emergency was.

Regards,

** ******
Business Response
Date: 07/03/2025
Please see the attached document.
Customer Answer
Date: 07/07/2025
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.
They continue to regurgitate their same talking points, taking no responsibility for denying us access to shutting down our account before we entered the July billing period. We feel this refusal to drop that portion of our outstanding bill is simply a way to recover funds so they can afford to give existing customers a free month in compensation for their outage.
And as I stated, the ability to call 911 would have been useless in a veterinary emergency. ****** spent his entire career of over 50 years in telecom so we were aware of the 911 emergency capabilities and did not need to hear her version.

Regards,

** ******
Business Response
Date: 07/07/2025
Please see the attached document.
Customer Answer
Date: 07/08/2025
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.

Considering that cellcom is the one responding redundantly, continually repeating their scripted stance, I find it extremely hypocritical that they intend to close this because we continue to state it is their fault we could not close our account in time to beat the billing cycle. They refuse to consider their own actions as the cause of the delay and reduce the bill as an honest company would do if they wish to preserve their integrity. This company has no integrity and is not to be trusted.

Regards,

** and ****** ******
Business Response
Date: 07/08/2025
See Attached:
Customer Answer
Date: 07/14/2025
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
Since they have determined that they will not do the right thing and remove the **** monthly billing they falsely applied to our account by making it impossible for us to close the account in a timely manner we have no option but to accept their shoddy deceptive business practices.
We will make the final payment due for my phone purchase but will not be paying the **** services charges.

Regards,

** ******
Initial Complaint
Date:06/20/2025
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.
Cellcom had an outage that lasted for almost 2 weeks. We relied on our phones for our business. We decided to switch carriers. Cellcom won't compensate anything to those who left Cellcom, but plan to credit those that stayed with Cellcom in July. I have been with Cellcom since 2007 and they say that they value me as a loyalty customer. I don't find this to be true since they won't make it right. We were laying during the outage and they won't do anything. Also, when we switched carriers, all but one lines would port over. However, the number that didn't port over, never worked. Once again, they won't do anything for that. I find this to be HORRIBLE customer service. Can you please help?
Business Response
Date: 06/27/2025
See Attached:
Initial Complaint
Date:06/17/2025
Type:Sales and Advertising 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 long time customers of Cell Com for cellphone service. They had a cyber attack on their service leaving us without cell phone service for several weeks. Because my husband had a recent surgery that resulted in medical complications, we needed to switch cell phone providers. Cell Com made it difficult to switch. We were struggling to communicate with my husbands medical providers. Cell Com billed us for services we never received. Since we switched cell service providers, ********* refused to reimburse or refund us for the two or more weeks of no cell service. Dates of outage started on May 7th. We switched to ******* on May 20th. They are only reimbursing customers who stay with **************** through the month of June into July. This is unfair and unjust treatment. We feel we should receive compensation for not having service plus the aggravation and suffering we endured.
Business Response
Date: 06/17/2025
See Attached:
Customer Answer
Date: 06/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** ******
Initial Complaint
Date:06/09/2025
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.
They had a two week outage and expect me to pay for the full month, even though services were not rendered. They will only compensate customers that stayed with them after the outage, which I did not. They also charged me for services up until 6/5 when I ported out on 5/26.
Business Response
Date: 06/11/2025
See Attached:
Business Response
Date: 06/13/2025
See Attached.
Customer Answer
Date: 06/13/2025
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 want my bill for May to be reduced by 50% to reflect the time I had no service. And I want the charges from May 26th to June 5th dropped because I ported out of Cellcom on May 26th.

Regards,

***** ********
Business Response
Date: 06/18/2025

Customer Answer
Date: 06/19/2025
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.

I did not have service for two weeks in May and I will not pay for services not rendered. I also will not pay for services after I ported out on May 26th.

Regards,

***** ********
Business Response
Date: 06/23/2025
Please see the attached document.
Business Response
Date: 06/23/2025
Please see the attached document.
Initial Complaint
Date:06/05/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06-01-2025 I was charged for a service in the amount of ***** that I had and cancelled back on May 19, 2025. When I called Cellcom to cancel, they informed me that they cant cancel yet due to their outage but that they would make a note of it. Then when called inquiring about why I received a withdrawal for **** services they said because I ported my number on the 2nlnd of ****. This does not constitute an authorized withdrawal as I called ten days prior and cancelled their services. They refuse to refund me these charges that were not authorized to withdraw from my account. Had i had the opportunity to port my number over sooner, I would have, but with the outage they denied this request time and time again.
Business Response
Date: 06/11/2025

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Cellcom is NOT a BBB Accredited Business.