Complaints

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

close

Find a Location

Russell Cellular Inc. has 25 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Russell Cellular Inc.

  4125 Wilson Creek Marketplace Rd Battlefield, MO 65619-7110

• 

  Verizon Russell Cellular

  100 Downey Knolls Drive Elkton, VA 22827

• 

  Russell Cellular, Inc.

  3 Digital Wy Ste 2 Maynard, MA 01754

• 

  Russell Cellular

  Yadkinville, NC 27055

• 

  Russell Cellular, Inc.

  3 Digital Wy Ste 2 Maynard, MA 01754

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:04/24/2025

  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.

  In October 2024, I had been with ******* for five years and really liked it. I was paying $108.80 for the service at the time. In November, ***** ******, who currently works at Russell Cellular (*******) as an authorized reseller, offered me a package where I could buy a new iPhone 16, a Watch, and an iPad for just $24 a month. If I turned in my old iPhone 12, I would also get an $800 credit. I accepted the deal, and at no point did he give me a contract or an order for the devices. Furthermore, I turned in my iPhone 12 and didn't give me a receipt.After 30 days had passed and when I saw my bill was $299, I realized that wasn't the deal. I immediately took the Watch and iPad to return them because I no longer wanted them due to the charge they had made, and he refused to accept them. He told me to contact the company, and they sent me a label that I was never able to open. I canceled the service in January 2025 so they wouldn't charge me anymore. To this day, I'm still looking for a way to return the devices I never used, and they sent me more labels that I couldn't open because, according to them, due to the cancellation, my data is no longer available to view the devices and generate a return.Unfortunately, this caused me a lot of stress due to the salesperson's lies. He yelled at me every time I wanted to request support and a solution. During the calls I made, they sent me to the distributor to deliver the devices, and he yelled at me and got upset, but I didn't hear anything from him because he said he didn't have proof of a call from the company. They tried to get the label sent to us by mail, but a whole month went by, and it didn't arrive. I reported it, and they again said it would be delivered to the distributor last Thursday, but to no avail. All of this caused me to have a heart attack on March 18, 2025, and I had to go to the hospital due to stress and the pressure of this outstanding bill.

  Customer Answer

  Date: 04/07/2025

  I would like the company to contact me so I can return the aforementioned equipment because the seller deceived me, scammed me, and I don't have the money to pay for it. I don't owe anything from what they're charging me on the bill because I already canceled the service.

  Business Response

  Date: 04/25/2025

  Good afternoon ******* ******,
  
  Thank you for reaching out to us regarding these concerns. We are sorry to hear about your recent health issues and hope that you are on the mend. We are not able to assist with this account due to the fact that ******* has closed the account and has sent the account to a collections agency. When lines of service are disconnected while they still have a remaining balance owed, they are automatically billed on the next or final bill, and only ******* is able to accept those devices back into their possession as the loan agreement holders in order to refund or clear the debt. We understand you have been struggling to make headway and are sorry to hear that you have been unable to resolve things, even though it has been something you have worked towards a resolution on for several months. We unfortunately do not have any power to assist or correct this issue. We would suggest that if you are unable to get assistance with the customer care line to go into a corporate store near you to see if they can further assist you or even help advocate for you to get this resolved. Please let us know if there is anything else we can assist with. Have a wonderful day.
  
  ******* *.
  Customer Resolution Specialist

• Initial Complaint

  Date:04/21/2025

  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.

  We did a phone buy out swap from US Cellular to ******* with the assurance we qualified for and would receive up to $800.00 buy out per phone for switching to *******. My son and his wife switched 4-5 months ago and I switched about 2-3 months ago. I was told on my switch date which was a Friday the buyout would be paid by Tuesday of the following week. Over two months for me and 4 months for my son no payment has been made and past due notices are coming from US Cellular. The other day my son spent over an hour on the phone with them, they advised it would be 4 more weeks. This is totally unacceptable not to mention damaging to our credit scores!

  Business Response

  Date: 04/21/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Business Response

  Date: 04/21/2025

  Cellular Sales has confirmed the address the customer provided is for **********************- ******* Authorized Retailer. The customer can contact ********************** by phone at ************** or by visiting their website ******************************. Cellular Sales considers this matter closed.

  Business Response

  Date: 04/23/2025

  Good afternoon ******,
  
  Thank you for reaching out to us regarding your experience. We apologize for the inconvenience you have experienced. We are unable to speak further with you regarding the account or promotions due to the fact that you are not an account manager or authorized person to speak to in regard to this account. We would like the opportunity to look into this further to see what needs to be done to correct this situation once we speak with the account owner and have been given authorization to access the account to review the account for any discrepancies. If the account owner would like us to take a look at this,they may contact us directly at **************************************************** let us know if there is anything else we can assist with. Have a wonderful day!
  
  ******* *.
  Customer Resolution Specialist

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred my service from **** to *******, done in-store at the ************* in **************, ****************. The *** assured me that my new ******* bill would reflect the discounts and promotions that were discussed and shown in my contract. She also indicated that it could take up to 3 billing cycles for the discounts to be shown. I surrendered my old phone to the *** and left with my new phone. NO ONE said that this was actually Russell Cellular. After 3 bills with no discounts, several visits back to the store to ask about it and several phone calls to ******* I was told BY ******* that a 1) This was not a corporate store but a reseller (Russell) and that any issues with incorrect billing/discounts had to be taken up with them and 2) I was not entitled to any of the discounts or promotions that were sold to me. I spoke with the store manager who was sympathetic and he offered to take this to Russell Cellular corporate. He said the *** no longer worked there and he understood my frustration. It took 3 addl months for him to get a response from corporate, who indicated that they had no proof of my trade-in or discounts offered and that the *** should have completed and submitted paperwork, which obviously the *** did not though they show my service date. They said that without proof they simply were going to do nothing though they admit that there was a burden on me instead of their employee. Too bad Ms. ********** Instead I have paid an additional $40 per month on my ******* bill for the past eleven (11) months waiting to get my promised discounts which was more than what I paid before I moved my service to them. I am now a very happy T-Mobile customer- paying less than I was and paying exactly what they quoted. It took 30 mins and they actually paid the balance due on my existing phone. I will NEVER be a Russell Cellular customer or a ******* Wireless customer ever again!!! Save your ************* go directly to another carrier.

  Business Response

  Date: 04/23/2025

  Good afternoon *******,
  
  Thank you for reaching out regarding this escalation. We apologize for the frustration and inconvenience this has caused you. We were sent an escalation on March 14th by the District manager of the store, and investigated the issue presented and found no evidence that a trade-in for a promotion was done. Due to the time frame, there was no camera footage, and no paper trail shows a device traded in to help prove that a device was turned in for trade-in credits.  We searched the history of the device to verify if it had ever been active on another account or traded in on another account, and found no evidence of the trade-in being mishandled. We are an evidence-based team and can only go off of what evidence is available to us. Please let us know if there is anything else we can assist with. Have a wonderful day.
  
  ******* *.
  Customer Resolution Specialist

• Initial Complaint

  Date:03/31/2025

  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.

  Sold me used iPad, claiming it was new. Had me go to multiple locations 9/10 times. Played phone games. Refuse to issue me a new device that wasn't locked ( onto remote management from a weird company I never heard of) Had me waste my time.. with hrs of driving time, hrs of phone games.. Refuse to honor their replacement within 30 days said I came in after the 30 days.I have never been able to use the device 1 time. Yet their still charging me $. Really Ridiculous. Unprofessional

  Business Response

  Date: 04/01/2025

  Good afternoon ******,
  
  Thank you for reaching out to us regarding your experience in the store. We apologize for the inconvenience you may have experienced. We would like the opportunity to look into this matter further. Can you please provide a valid phone number associated to the purchase?
  
  ******* *.
  Customer Resolution Specialist

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 14th of last year, I stopped in the Russell Cellular store in *********, and got an Internet Gateway Business Router. We used it for several months, no problem. At some point last fall, I went into the store and requested to switch to the higher speed data plan because we were experiencing some issues with buffering. ALL along, I had been told that this data plan was unlimited. Imagine my surprise when I logged into my ******* account in January and saw that my bill was over $1700! (of that, $1370 was for data overage charges). I went back to the store on 1/22 and was told that it was an unlimited data plan and they would initiate a support ticket and to contact ******* business support for support. I did this multiple times, spent hours on the phone and kept being told that this was being escalated and they would call me at the end of the week. All along I'm told that I'm on an unlimited data plan. I received another bill in February for $802.91, of which $440 was for data overage.And to make matters worse, I used my ******* credit card to pay for these charges, so when I disputed the charges, I got nowhere. I knew better than to trust this store being that it is not a ******* corporate store and I've had issues with them in the past. *****, the store manager, said he was escalating this to a regional manager, but I've not gotten anywhere. Since he told me this was an unlimited plan verbally, I don't have any supporting documents.

  Business Response

  Date: 03/19/2025

  Suzy,
  
  Thank you for reaching out to use regarding your billing issue. We apologize for the inconvenience and frustration this situation has caused you. We would like to see how we can assist you further. Please reach out to us directly at your earliest convenience at ********************************************* so we may work with you further on resolving this billing issue. We are reaching out to the store and district manager in the mean time to gather more information from them as to what has happened and what steps have been taken to correct this.Please let us know if there is anything else we can assist with. We look forward to hearing from you soon. Have a wonderful day!
  

  ******* *.
  Customer Resolution Specialist 

  
  

• Initial Complaint

  Date:02/19/2025

  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.

  On 11/29/24 I went to Russell Cellular in ******* to get my daughter a new phone. ****** ***** greeted us. She accessed my account with my permission and told us that my daughter was eligible for a free upgrade with a trade-in of her current phone. ****** said the only charge would be an activation fee ($30). My bill on 1/5/25 was higher than normal, but I expected that due to the activation fee. My bill on 2/5 was also higher. I was being charged $22.38 a month for this free phone and have over 30 payments remaining for over $800 total. On 1/18 I went to Russell to ask why I was being charged for my daughters free phone. ****** said she made a mistake and that my daughter had not been eligible for a free upgrade. ****** said she would contact ******* and try to rectify the situation. By 1/24 I had not heard anything back from Russell. I called and was told I would have an answer in 48 to 72 hours. On 1/31 I had not heard anything yet and went back. I was asked to give it another week. On 2/7 I was told ******** Denied any resolution.I called ****** HQ. On 2/7 I spoke with ********. She escalated to management. ******** asked what I felt would be a reasonable remedy. I said I could have bought a suitable phone replacement at ******* for just under $400. I asked Russell to split the difference with me and refund $400 of the $800 I was charged for a free phone. ******** said Id hear back from them within 3 or 4 days. I didnt. On 2/14 I called Russell HQ again and spoke with *****. ***** confirmed that notes in their system were consistent with what I was reporting. He also agreed that my remedy seemed reasonable. I was again told I would hear back from Russell by Monday or Tuesday of the following week. I havent. I am asking that Russell Cellular split the difference with me ($400) on the $800 phone they told me was free. I would appreciate any assistance you could give in helping me remedy this issue.

  Business Response

  Date: 02/20/2025

  Good afternoon *******,
  
  We apologize for the inconvenience you have experienced in our Corinth ** store. We strive to always give our customers the best wireless experience  but it sounds like we did not hit the **** with your visit. We would love the opportunity to look into this situation further to see what can be done to further assist you. Please reach out to our resolution department directly at ********************************************* so they may open an investigation into the missing promotion.
  
  ******* *.
  Customer Resolution Specialist

• Initial Complaint

  Date:01/08/2025

  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.

  On 12/1/24, I went to the ************************************* (RC) and the sales *** mentioned there was a promo for the iPhone 16 Pro if I traded a device in and the phone service would be 90/mo. I agreed to making this switch, but I was also informed I would receive the Mobile Protection Plan for free the first month, a screen protector for free, and 300 in GC that can be used on my acct, but there would be a 40 setup fee. I agreed to this.I didn't receive a receipt in-store, so I contacted RC and requested a copy of the receipt. The *** informed me he would email me a copy of the receipt. I didn't receive it. I followed up again, and then I was sent the receipt. The receipt showed I paid 45 for the screen protector, the Mobile Protect was not charged, and there was a Mobile Hotspot listed with no charge. I received my first bill from ******* and I was charged 19 for the Mobile Protection. I called ******* and was informed I would have to contact RC to resolve the Protection Plan since it was setup at their location. They informed me I had additional data added for the Hotspot for 10/mo. I asked them to remove the Hotspot from my plan as I did not agree to this. I contacted RC and was informed I would have to go into the store. I went to the store and the mgr informed me he could give me a free phone case. I contacted the ** gain and informed them of the mgr's resolution and how I was not satisfied with it. I had been misinformed of the Protection Plan, charged more than I would have spent on a screen protector, and somehow additional data for the Hotspot was added to my plan which I did not agree to, so a free phone case does not resolve the issues. I spoke to multiple ***s about this matter from 12/7 - 1/8. Before the holidays, I was informed the case was being escalated to the District Store Mgr and they would reach out to me, but I still have not received any correspondence from the ***. The customer service has been a terrible experience and misleading.

  Business Response

  Date: 01/14/2025

  Good Morning *******,
  
  We apologize for the inconvenience and possible miscommunication you have experienced in our ********** store location. We have found in the account that ******* is removing the insurance plan for the device as well as the hotspot and crediting your account on the next billing cycle. In regards to perks or add-ons there is nothing further ****** cellular can assist with. We have offered to compensate for the screen protector or provide a free case for the phone due to the inconvenience and the claim that the screen protector was supposed to be free which was declined by you as not acceptable. We wanted to make sure that you were informed that ******* will credit what was charged to the account for the perks that were not supposed to be added. Please let us know if there is anything else we can assist with.
  
  ******* *.
  Customer Resolution Specialist

  Customer Answer

  Date: 01/15/2025

  Complaint: 22784066
  
  I have reviewed the business' response and am rejecting it because: I was not offered to be compensated for the screen protector in-store or through the customer service line. I was only offered a free case for the inconvenience. If I'm compensated for the screen protector ($45) and if I'm credited on the next billing cycle for the insurance plan ($19) then I will be satisfied (although this does not solve the inconvenience/time spent following up on this issue. In my opinion the business needs to improve internal escalation processes and/or conduct more management training). 

  Please confirm if I'm being compensated for the screen protector and insurance plan.

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

  Business Response

  Date: 01/15/2025

  *******,

  We are willing to do a refund of the screen protector in store as a one-time courtesy for customer satisfaction. In regard to the charges for the insurance and hotspot ******* has remarked that the refund for the charges will be reflected on the next billing cycle. Any charges on your monthly bill will need to be disputed with ******* as we are not in control of billing. Please let us know if there is anything else we can assist with. 

  ******* *.

  Customer Resolution Specialist

  Customer Answer

  Date: 01/16/2025

  Complaint: 22784066
  
  I have reviewed the business' response and am rejecting it because: I would like to confirm exactly which store is offering the screen protector refund in-store and who I will need to address this matter with when I arrive to ensure it is resolved on my first visit. My patience is thin at this time as I have visited the Russell Cellular (1953 **************************************************) location several times and did not have the issue resolved. My first visit after the initial purchase, I spoke with the manager and he offered a free phone case and I declined, but he said that's all he could do. I called the customer service line and was informed the issue had to be resolved in-store. The second time I went in the manager wasn't there, so I called the customer service line and they informed me the issue would be escalated to the District Store Manager (DSM) and they would reach out. After not hearing anything from the ***, I called the customer service line again and was informed that I have to go to the store to resolve the issue (I've spoken to ******* ********* ******, *****, ********* ********* ******** **** ****, and ***** throughout this whole ordeal - **** were nice and friendly, but the escalation process needs improvement). The third time I went in the manager wasn't there and I left my contact information with an employee to give to the manager to have them contact me, but I have not heard anything. Please provide the address of the location I need to go to, the manager or representative's name that I will need to speak to, and their availability to ensure I go to the location on a day/time there will be someone present to assist with this matter and actually resolve it. If you cannot provide their availability then can you provide their contact information so I can confirm their availability and/or set up an appt to ensure someone is aware of this situation and will resolve it the first time I visit? I am satisfied with the resolution of the charges for the insurance and hotspot as long as it is actually reflected in the next billing cycle. I'm very uneasy that this will actually occur as these type of services tend to say things will happen in the next billing cycle but then they don't. I'd like to keep this open until the next billing cycle when I can confirm. 
  

  Thank you for your assistance with this matter.

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

• Initial Complaint

  Date:01/06/2025

  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.

  4/06/2024 my daughter **** ******** went to the ******* store in ******* IL the sales ********** ******* told her about the promotion they were offering for a FREE IPhone ******************************************************************************************************************************************************************** On 4/09/2024 I went into the office and she helped me with my new phone. Was told our bill should be less due to the uprade. I questioned her several times about the Free phones and the premium and she said we both qualified. My May bill was a lot higher, I went into the office spoke to ***** she said all the set up fees and additional fees are included in this first bill. June bill was still approximately $40.00 more than my original bill went in again and she told me I was not getting the promotional deal on both phones, not sure why but she would get it taken care of, I would be credited for all I have over paid. The next **** ***** higher went in and ***** was no longer working at this facility. I spoke to ***** ********, sales *** who was very helpful and noticed we still were being charged for our phones. . He reached out to **** ******** the store manager to get this resolved. I went into the office dealt with **** he did everything within his capability to get me the promotion that I was given but was not successful. He reached out to District Manager ****** ******* he told **** that it was all resolved, they gave me a 1 time $40.00 credit on one payment. My bill was never reduced, I emailed ****** several times and never received a response. ***** made a sales error no fault of mine. My daughter and I both have the sales agreement stating our Iphones had a trade in value of $830.00 each. All I am asking for is for Russell Cellular to make this promotion good and get credited for all the bills they have over charged me.

  Business Response

  Date: 01/14/2025

  **** ********,
  
  Good morning. We apologize for the inconvenience you and your daughter have experienced with our ******* IL location. We would be more than happy to look at the documentation that you and your daughter have stating what your trade-value was for your devices. If you can please submit that to ********************************************* we would be happy to see what we can do to assist.
  
  Please let us know if there is anything else we can assist with. Have a wonderful day!
  
  ******* *.
  Customer Resolution Specialist
  

• Initial Complaint

  Date:12/31/2024

  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.

  Want to file complaint towards ******* the store. On December ******* at 11:55 am we purchased 3 phones which the sales *** said they were free. We were charged for 5 lines instead of 3. The other 2 lines totaled $87.28 which does not belong to us. We reached out to ******* several times to get credit for them which they refused. Than the salesman said if we get Fios internet it would run us ***** every month now Fios told us it's going to be *****. And he said we would get a free XBox and a ****** gift card. Very strange how several days later the man was fired. We feel we were scammed by this business. We had given them ****** which we got 3 casses which totaled ****** which we don't know where the remaing of the ****** went. Our first bill is $374.47 which we were told it should only be $217.19.

  Business Response

  Date: 12/27/2024

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Business Response

  Date: 12/31/2024

  Cellular Sales has confirmed the address the customer provided is for **********************- ******* Authorized Retailer. The customer can contact ********************** by phone at ************** or by visiting their website ******************************. Cellular Sales considers this matter closed.

  Business Response

  Date: 01/01/2025

  Dear ***** **********,
  
  We apologize for any inconvenience and any misunderstanding you have experienced. We have reviewed the receipt from the store. The $418.95 was the total for the taxes of the 3 devices purchase, the setup fees for the devices, and for the cases that were purchased for the three devices as well.The devices are all receiving a promotion of ****** off which is broken down over the course of 36 months per Verizons promotion policy. Each phone has a balance of $17.01 that is being charged over the course of the 36 months as well as making the phone payments roughly  $0.47 a month for 36 months. The first month is usually higher due to the fact that the $17.01 is not divided evenly over the course of 36 months. In regards to the billing, the first month is always higher due to activation fees charged by ******* as well as the fact that promotions can take 2-3 billing cycles to apply. Your promotions were active on day one and you have only been charged 3 activation fees as well as taxes for the activation fees due to the fact that there were temporary numbers while your numbers were being ported over. Temporary numbers are assigned because it can take over 24 hours for a number to be ported in from a previous carrier as the number has to be released from the previous carrier to be utilized by the new carrier. In regards to the Fios billing, you will need to verify with Fios that your accounts are linked. You will receive a discount for bundling the services which may not have been applied yet as they are still two different services.Our **** is not able to see Fios accounts so we will not be able to further assist with regards to the Fios. Promotions like Xbox and gift cards are usually sent by email for you to claim or in the MyVerizon app after 30 days of service. We hope this clears up some of the confusion and answers any remaining questions you may have. 

  ******* P

  Customer Resolution Specialist 

• Initial Complaint

  Date:12/31/2024

  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 April 8, 2024 , I went to the ******* (Cellular Sales) store in ***************** , for assistance in unlocking my old not in current use, android phone. Deaths of family and friend had occurred and i wanted access to my pictures. I was told by the sales associate he could not help me, that I needed to call ******* to get help unlocking the phone. While there, I was told I could trade in my paid for iPhone 11 in my possession at the time, for a new iPhone 15 base for only $35 in store that day. I was ill and out of work, I told the sales associate A.H. I did not need any increase in bills as I was not working due to a medical condition. He said it would only be the instore charge of $35. I was also told my bill could be reduced by removing a device I was no longer using ( a ******* jetpack). **** increased in May it was $165, after 6 calls to *******, they did refund some of the charges of more than $75, and also acknowledged that sales associates were giving out misinformation to customers such as in my case, incurring costs to customers they did not agree to. I finally was told after visiting a local "******* " store that there was no credit for the phone I handed over to the sales associate AH on 4/8/2024 while my friend Mrs. *** was sitting right there with me. I called cellular Sales put in a complaint which case number is below. Today 22 calendar days later I am told after three calls to Cellular Sales the nothing would be done. I am now out over $800 and paying for a phone I should not be paying for I am also paying phone protection. They lost my phone and ******* wireless is the parent is also responsible. I an filing a BBB complaint against both companies , Cellular Sales and **************** as a whole.I am now unable to even switch to a more affordable cellular company because this phone is " not paid off". This is fraud, poor business practice and irresponsibility of both companies.

  Business Response

  Date: 12/18/2024

  Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at ************.

  Business Response

  Date: 12/30/2024

  Cellular Sales has confirmed the address the customer provided is for **********************- ******* Authorized Retailer. The customer can contact ********************** by phone at ************** or by visiting their website ******************************. Cellular Sales considers this matter closed.

  Business Response

  Date: 12/30/2024

  Good afternoon, *****,

  We empathize with your recent experience with your trade-in and sincerely hope that you find the resolution you are looking for. However, I would like to clarify that we are Russell Cellular, not Cellular Sales. I apologize for the confusion this may have caused. 

  May you and your family have a wonderful New Year!

  ******** *.
  Customer Resolution Specialist.

  Business Response

  Date: 12/31/2024

  Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at ************.

  Business Response

  Date: 03/14/2025

  Good afternoon, *****!
  
  I sincerely apologize for the negative experience youve had with Cellular Sales. I understand how frustrating it can be when expectations are not met, and I deeply regret that you had to deal with that situation.
  
  After reviewing your complaint, I would like to clarify that Russell Cellular is not the company responsible for your experience. We are a separate business from Cellular Sales. 
  
  Once again, I apologize for any confusion or frustration caused, and I appreciate your understanding. We wish you the best of luck in reaching a resolution satisfactory to your needs.
  
  Best regards,
  
  ******** *.
  Customer Resolution Specialist