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    ComplaintsforConsumer Cellular

    Mobile Phone Service
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I have two phones which i bought from Consumer Cellular new and unlocked. At the end of April I notified CC that I would be moving to Israel on May 1 and to end my service as of that day. A couple of months later I got an email sayinng that my account is overdue. Tried to contact them but we have a ten hour time difference and because of Covid, a 2 hour wait. there was no email address. I managed to contact them through a complaint service and their answer was call at the number i was already trying to use. When i managed to contact them I was told it went to collection, nothing they could do, no record of my trying to reach them. At that point both my phones were locked by them so that the only way i could reach them was by borrowing someone elses phone. I finally paid the 180.00 bill that i did not owe after purchasing a new phone from Apple. I have since sent a detailed letter to CC and a copy of that letter to the FCC. I pay all my bills on time.

      Business response

      09/11/2021

      September 10, 2021


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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We are sorry to hear Mr. ***** is frustrated by service fees and any confusion caused by our policy. As discussed, the customer’s concerns have been addressed.

      We appreciate Mr. *****’s perspective, however, as a general rule, it is a customer’s responsibility to alert us to service issues or cancel the account if they no longer wish to have service with Consumer Cellular. Because we did not receive a request, the service remained active until it was suspended on 06/04/21.

      In regards to his account balance, as Consumer Cellular is not a prepaid service provider, we bill in arrears for monthly service and usage. Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on his account was not paid and was transferred to the collection agency, Professional Credit Services (PCS), on 8/31/21. On 9/3/21, we received notification that the PCS balance was resolved.

      Because we want to help, we have registered Ms. *****’s iPhones as carrier unlocked. To use the phone with another carrier, the rest of the unlock process is done in the phone itself. For their convenience, here is a link to the Apple Support page with step-by-step instructions to unlock the device: https://support.apple.com/en-us/HT201328.

      Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.


      Shauna-Rae J.
      Resolution Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com

      Customer response

      09/11/2021


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

      ******* *****
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I joined Consumer Cellular (CC) on or about July 26, 2021. I purchased a new Motorola phone with the service. It came with a 12 month warranty. The phone arrived defective. I contacted CC who diagnosed the problem as a bad microphone. They requested I send that phone back and I did. However, instead of sending my phone to Motorola for repair, they refused the warranty because of a blemish on the case. CC then charged my credit card for the cost of the replacement phone. I don't care about the blemish, I just wanted the microphone fixed which was covered under the factory warranty. After speaking with CC, they say that while there is no written policy they deny any 12 month factory warranty claim if a phone has the slightest blemish. Who uses a phone for a year and it still looks new?? Had that been in the contract, I would have purchased the phone elsewhere and had a valid warranty! Beware people on fixed income!! This CC warranty override needs to be in the contract!!

      Business response

      09/14/2021

      September 14, 2021


      BBB #********
      ****** ******** #*********


      Dear BBB,

      Thank you for this opportunity to address Mr. ********’s concern. We are sorry for any frustration this has caused. As discussed, the customer’s concerns have been addressed. We have included the pictures that we took of Mr. ********’s phone when we inspected it. For a phone to be eligible to return for refund, it must be in like-new condition. This includes not having any scratches on the phone.

      To see the scratches on the phone, ensure that the phone is powered off. Make sure that you are in a well-lit area. Hold the phone up in front of you and slowly tilt the top edge away from you. With the phone tilted at a slight angle away from you, tilt left to right and/or in a circular pattern to see the screen at every angle. If the phone is laying too flat, or if you aren’t in a bright enough light, it may be difficult to see.

      When a customer decides that they do not want a phone they received and it is within our return period, we offer a refund or exchange IF the phone is in like-new condition, which means the phone looks and works as it has never been used. We resell returned phones to our customers at a discount as Certified Risk-Free phones and are only able to resell phones if they are like-new. When our customers buy a Certified Risk Free phone, they are promised a like-new phone. It is unethical and illegal for us to resell a phone with scratches or other damage. If we accepted damaged phones and gave refunds for them, Consumer Cellular would lose 100% of the cost of that phone, as it is unusable for us.

      We understand this is not the resolution the customer wants to hear, but we hope Mr. ******** will understand why this policy is in place and industry-standard. We are sorry that we were not able to take back the phone. Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

      Sincerely,


      Shauna-Rae J.
      Resolution Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com

      Customer response

      09/21/2021


      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,

      ****** ********
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I am a long time customer of Consumer Cellular. I can get no service from Consumer Cellulars business centers, which are located at various Target locations, this after many phone calls to Target and calls to Consumer Cellular over the last week. I will be traveling to Europe in 10 days. Consumer Cellular told me that the ATT sim card in my phone will not work in Europe for access the internet or to make calls/texts. I was told I need a T-Mobile sim card, which will work in Europe and that Consumer Cellular will replace the sim card without charge, but I must go to a Target store to replace the card and activate my phone with a sim card from T-Mobile. I went to the nearby Target. Nobody was present in electronics. Nobody knew when someone would be present. I have called other Target stores and received no answers to my telephone calls. I have spent hours trying to get service. CC represents it provides service but does not. This is consumer fraud. Be advised accordingly.

      Business response

      09/14/2021


      September 13, 2021


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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We are sorry to hear that there has been some misunderstanding about how Consumer Cellular partners with Target and what services are available through our retail partners. Target is primarily a retail location which sells our phones and SIM cards which a customer can then take home and activated on their own using their online account, or by calling customer service for assistance. Target does offer customer service in a limited capacity by appointment only to our customers. If a customer doesn’t call Consumer Cellular first to set up a retail appointment, then we cannot make any guarantees of service in-store.

      In review of the account, I see that Ms. Cahn has already contacted customer service to set up a Target appointment on 9/9 and the new SIM card was successfully activated and she is fully set up for international services at this time.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,
      GENE P.
      CORPORATE RESOLUTION Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com

      Customer response

      09/15/2021


      Complaint: ********

      I am rejecting this esponse because:  I was able to get an appointment only after calling repeatedly over several hours on different days.  Nobody even offered me an appointment, except the last woman I spoke with.  I did not know an appointment was even an option until then.  I called several Target stores, and received no help. Every time I called, I had to wait at least 20 to 30 minutes to talk to a person. One representative hung up on me.

      The fact that the matter was eventually resolved through my persistence is no excuse for the abominable service when I needed help.

      Sincerely,

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

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      On Sep 1, I ordered a new phone. After receiving a new phone, I activated it and transferred all of my data. I was never able to recieve a cell phone signal as I was transferring the data. I tried to call tech support, but of course I couldn't since the phone didn't work. I got on the chat system and waited for 57 others ahead of me to complete their business. After about 30-45 minutes of troubleshooting, the tech decided the Sim Card provided with the new phone was defective, and suggested I order a new one, or go to the nearest CC store (60 miles and 90 minutes one way) to get a new card or pay $10 for express shipping. Eventually, CC decided that I could order a new Sim card to replace the defective one, pay for express shipping, and get a $10 credit for the service. Even with that concession, I'm out cell/text service for several days; CC should compensate me for the lost days of service yet to be determined. They do not provide transcripts of chats.....Devighn K was the tech.

      Business response

      09/16/2021

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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond.  We have made several attempts to contact Mr. *****, but unfortunately, we were not able to speak with him. We were sorry to hear that the customer’s new device had issues connecting to our network. Upon review, we do show the new SIM was activated and the phone is working. We would be happy to provide a credit for days without service. This adjustment will be applied on the next invoice that is set to generate on or around 10/6.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,
      VERONICA T.
      CORPORATE RESOLUTION SPECIALIST

      Customer response

      09/16/2021


      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,

      ***** *****
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      This company has been emailing me about paying my final charges of my bill after cancelling their poor service and the email says I now owe $82.00 and will not provide me with a breakdown of the charges. They tell me when I call them to go online and when I go online it will not show me any breakdowns. They are refusing to provide me with the details and then have the nerve to threaten me with collections. All I want is a bill with the breakdown of the charges with from and to dates. Their invoices do not show the dates that apply to all the charges they are billing me for and refused to provide it on the phone. I feel I have a right to know what I am being charged for especially when it is twice as much as what they promised me it would cost in the first place.

      Business response

      09/14/2021

      September 13, 2021


      BBB #********
      ******* ******* (#104867891)


      Dear BBB,

      Thank you for contacting us regarding Ms. ********s concerns and allowing us the opportunity to respond. We are sorry to hear Ms. ******* is frustrated regarding her service fees and for any confusion surrounding our policies.  We had the opportunity to speak with Ms. *******.

      Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. We are not a prepaid provider; service is month to month. At the request of Ms. *******, we emailed the customer a detailed summary of the charges and service from 5/3/21 through 6/8/21 the cancelation date.

      Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

      Sincerely,


      Shauna-Rae J.
      Resolution Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com

      Customer response

      09/14/2021


      Complaint: ********

      I am rejecting this response because: what they emailed me was a handwritten note with dates and amounts.  Handwritten?  I asked for a "copy of the invoices applicable to the amount due" and I get "not a breakdown at all"  just a handwritten amt. date, blah  blah.  They create invoices, why can't I see a copy of the actual invoice????  This what they sent me:


      (#1) Charges for service & use from 5/3/21 – 6/2/21 $59.89
      (#2) Prorated charges for service & use from 6/3/21 – 6/8/21 $13.07
      (#3) Late Fee $5.00
      (#4) Late Fee $5.00
      New Balance: $82.96

       

      Anyone can type anything they want and just send it out?  I requested a copy of the actual invoice that does not identify me or my account or where these amounts came from?  This is what I call a lack of customer service.

       

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


      Sincerely,

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

    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      Date of transaction was 8/22/2021. I contacted Consumer Cellular to advise them my phone had been hacked and IMEI number cloned. I spoke with two representatives that day and purchased a new ******** One 5G Ace 64GB for $260.00 stepping down form 128GB because they promised they could provide a new sim card default pin code that would help me protect my mobile network from the individual or individuals that hacked my phone. It would come in secure packaging with a signature required on delivery, so I paid an additional $10.00 to have it 2-day delivery in which the company did not want to reimburse me, I received the package on 8/24/2021 in an unsecured box with one piece of tape across the back, the **** delivery man left phone on doorstep with a label specifically stating that NO SIGNATURE REQUIRED. I returned the phone the same day and I am still waiting on my $10.00 2-day delivery fee to be refunded. This company has not delivered on one thing I have tried to purchase

      Business response

      09/09/2021


      September 9, 2021


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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We are sorry to hear that ****************** has been through such a stressful situation as being hacked. It is always frightening when other people gain access to your information. When a customer orders a phone from **********************, any phone that costs more than $150 is automatically shipped signature required. However, if a phone is ordered with express shipping, then in order for the phone to be delivered as quickly as possible, the signature requirement is waived. We have been in contact with ****************** and a refund for the express shipping costs has been provided. We have also assisted him with adding a secure SIM lock PIN to his phone to prevent unauthorized usage from his SIM card. With this additional security, ****************** has decided not to replace his phone at this time, but if he chooses to purchase a new phone, we will be happy to assist him in making sure his new order is shipped securely.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,
      ************
      CORPORATE RESOLUTION Specialist
      T ************ F ************
      ******************************************
      www.ConsumerCellular.com
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      My account was overdue 2 months so they suspended my service. I tried calling to pay the outstanding balance and have my account closed. I could not get through after waiting an hour on hold. Another bill was sent to my house and I was charged for the 3rd month when my account was suspended. I want to pay for the 2 months I was overdue and want the 3rd months bill removed as I was charged for a service I did not receive.

      Business response

      09/11/2021


      September 9, 2021


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


      Dear BBB,

      Thank you for allowing us the opportunity to address the concerns raised by Mr. *******. We are sorry to hear Mr. ******* is frustrated with the balance on the closed Consumer Cellular account and we are happy to explain. Consumer Cellular is not a prepaid service. We bill in arrears for service and usage. Because we bill in arrears an outstanding balance was left on the account through the date of cancellation. In the case of Mr. ******* once the account was suspended for non-payment and no action was taken to reinstate the account, the suspension date served as the date of proration for the final bill.

      We were able to contact Mr. ******* and assist him with a rerate of his final invoice due to lessened usage as well as waive the late fee once Mr. ******* paid the principal balance. The account is now closed with a $0.00 balance.

      We appreciate this opportunity to address your concerns. Please let us know if we can assist you further. You are welcome to call our customer service department at 1-800-686-4460.

      Sincerely,
      GENE P.
      CORPORATE RESOLUTION Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      Hello,I have a few issues with Consumer Cellular. First, I closed my account with Consumer Cellular, August 10,21. Before closing, I checked my account on their site, found the amount owed, and paid in full. Today I was charged an additional $18.43. When I contacted CC they said it was an outstanding charge. When you change cellular companies it is immediate. A new SIM card is entered and you no longer have the old service. Therefore there should not be any remaining charges.Second, since my account was closed Consumer Cellular should NO longer have access to my ***************** I should have received a **** in the mail. Consumer Cellular should NOT have my AMX information if I am no longer a customer? This is very disconcerting. Second, I closed my mother's account, May 29, 21. She had a credit of around $4. Consumer Cellular has not returned her money. I inquired and was told there isn't a refund due. It is a minuscule amount, but one CC would demand payment if owed.

      Business response

      09/07/2021

      September 7, 2021


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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We are sorry to hear ***************************** is frustrated with the balance on the closed Consumer Cellular account and we are happy to explain. Consumer Cellular is not a prepaid service. We **** in arrears for service and usage. Because we **** in arrears an outstanding balance was left on the account through the date of cancellation. In review of ******************************* account, we show that she was signed up for email billing and AutoPay through Consumer Cellular, and these preferences were not changed during the cancellation which is why Consumer Cellular was able to automatically charge ******************************* card for her final ****. After that ***************************** contacted us on 9/3 and the card was removed from her account.

      In review of ******************************* mothers account, we show that during cancellation, we calculated that the final **** on the account would be $4.74 and offered to have the final **** paid during cancellation for the customers convenience. This would have showed as a credit on the account between the cancellation date of 5/29 and when the final **** was generated on 6/3, after which the balance became $0.00.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,
      ************
      CORPORATE RESOLUTION Specialist
      T ************ F ************
      ******************************************
      www.ConsumerCellular.com
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I kept asking consumer Cellular to not up the data usage and they kept doing it anyway the **** went higher and higher and I ask again and again please stop it cuz I can't afford it and they did it anyway I'm trying to pay my final **** and asking for help if they won't help me this is predatory in nature

      Business response

      09/14/2021

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


      Dear BBB,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We have made several attempts to contact ************** to discuss his plans and account but unfortunately, we were unable to speak with him. We have sent an email to the address on file and will be happy to continue assisting if needed. As we have no contracts our customers can change their plan as often as they would like through the last day of the billing cycle. This means the customer can move their plan up and down to meet their needs up until the last day of use. After the service is used, the invoice is generated. Additionally, if the plan is exceeded, rather than charge large overage fees, Consumer Cellular moves the customer to the next available plan to meet the phone usage. We notify our customers when they are nearing plan limits and when the plan is changed.

      We do offer our customers the option to remove automatic upgrades from their connect package. When a customer opts out of automatic upgrades if they reach their plan limit, data speeds will be reduced for the rest of the billing cycle unless the customer chooses to increase the data plan. ************** removed automatic upgrades on 10/20/20 but the feature was added back per his request on 2/6/21. ************** exceeded the plan limit and was moved to the next tier. As a courtesy, a $10 credit was given when the final **** was paid. The feature was used and the customer was billed accordingly, no further credits will be given.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,
      ********************
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I have been a loyal customer of Consumer Cellular (“C.C.”) for many years and have referred more that 50 others to that cellular carrier. Their service is outstanding, normally. After retiring from a bank, I became an author. Recent phone interactions with my agent have recently become crucial, especially for text attachments. My latest phone was replaced through Square Trade warranty (“ST”), and replaced by C.C. When received, the phone text attachment function did not work and, that ability has recently become crucial between my agent and me. Over the last four days, C.C. tier 2 supervisors have discovered that my phone was delivered by mistake from the C.C. warehouse, as the particular phone is not intended for cell customers. Supervisors have daily promised that a new phone will be replaced. I told supervisors I must have a functioning phone by friday, 9/3/19 when my agent returns from travels. It makes no sense that no replacement has been authorized and sent.

      Business response

      09/11/2021

      BBB File No. ********
      ** **** ***** Account No. *********


      To Whom It May Concern,

      Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Upon reviewing Mr. ** **** *****’s account, we are showing he filed a claim with Allstate on 8/13/21 for a replacement device. However, we no longer had the Samsung Galaxy A20 in stock and as a result, we replaced the phone with a Samsung Galaxy A21. Samsung makes several versions of the A21 and recently sent us a batch of the incorrect version that doesn’t have the correct frequencies that our network uses built into it. Due to this, we are offering an alternate model phone to replace it.

      We have recently spoken with the customer regarding his concerns. Due to receiving a non-compatible device, we are replacing his Samsung A21 with a Samsung S9. The order was placed with express shipping and the customer should receive the phone in 1-2 business days from the date the order ships.

      We would appreciate the opportunity to work with the customer if any future complaints or questions arise; they are welcome to contact us any time.

      Sincerely,

      JULIA S.
      CORPORATE RESOLUTION Specialist
      T 800.686.4460 F 503.675.8989
      [email protected]
      www.ConsumerCellular.com

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