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

21 total complaints in the last 3 years.
10 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:12/11/2024
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.
I always pay my bill on time. I got a text message from Cellcom on December 9th at 9:04am saying payment didnt go thru. So I went to Cellcom store at 3:40pm December 9th to pay my bill 185.41$ I was told from both store representatives that I didnt need to pay the bill as it was paid already on there side. So on December 11th at 10am my services were disconnected I called Cellcom billing they told me 90$ of overdraft fees were put on my bill for no payment. But I was told at the store in December 9th it was paid for. I am looking to have the 90$ fees waived as I have never been late. As well as the many times I have gone to the store for cellular issues and had no credit as listed in the notes of my account. The billing representative said it was my problem to deal with the fees. No remorse or even working with the customer. I did make a payment at store today of 300$ and it says I paid 483.56$ like the payment was still in the billing app of over payment.
Business Response
Date: 12/13/2024
Please see the attached document.
Initial Complaint
Date:10/28/2024
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 had been a Cellcom customer for the past 10 years. My monthly payments were $90 - $110 per month for that duration.This Late May, early June,I received a notice from Cellcom saying that I needed a new SIM card in my phone. I had gotten several of these in the mail and new there was a scam going on to take over a persons identity through replacing a SIM card. I had no issues with my existing iphone.I went to the Cellcom center in ************, ** to see if there was any validity to my SIM notice. I was informed that a SIM upgrade would not help, but I needed a new phone since mine was 6 years old. They offered a new phone for $12.66 increased payment per month and said it would be a better faster phone.This has not been the case. It is smaller physically with a smaller screen and harder to type messages on. I lost several app functions on the new phone, plus there was a bubble in the screen which they ************ my surprise, my next auto bill payment was $181 for the month. I called to question and there were multiple excessive charges to my account which they claimed they couldn't resolve.I said I wanted my old phone back and was stopping payment to them. They said I could not get my old phone back.I looked and found a new service provider for 1/3 their cost and have had no problems or odd fees on the bills. At Spectrum ********** Cellcom is trying to sue me for $1,083.95 in the attachment.I believe Cellcom has been over charging me for 1 cell phone line for over 6 years and I want this refunded.I can no longer get into my Cellcom account which was online and they have provided nothing in the complaints. I want to see every one of my bills for at least the last 12 months to file a claim. I also believe my age, 57 years old, is why they think they can hold me hostage with my phone.Seeing that they are not BBB accredited makes me believe there are many cases like mine.Possibly a class action lawsuit is in order?
Business Response
Date: 11/01/2024
Please see the attached document.
Initial Complaint
Date:10/14/2024
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.
I was lied to by the sales woman they were supposed to give me 2 phones for free per their promotion they were running at the time and I didnt not. The sales woman did not specify which plan I wanted and then when I showed up to complain about her she flat up told me I was wrong and that I have to deal with it. I am not happy with this company and once I pay off these laughable bills I will NOT BE COMING BACK!
Business Response
Date: 10/15/2024
Please see the attached letter.
Initial Complaint
Date:10/07/2024
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.
We decided to switch our cell service from Cellcom due to rising costs. When we switched providers on 9/23/24, I called while at the new provider to cancel with Cellcom. I was transferred to a loyalty specialist to try and retain our service. I declined. I was told that our service would continue until the end of the month when our cycle date was over. I clarified to confirm if our Cellcom service would continue even with transporting our phone numbers over. I was told yes because Cellcom does not prorate. We left the store planning to wait until we got home to do our data transfer since our Cellcom phones would continue to be in service. That is not what happened. We were without any service right away. They shut off the ability to use our phones immediately. My husband called Cellcom to advise of the situation and ask for a credit back on our 4 lines since they did not provide the agreed upon service. We were told no. He requested a supervisor who again said that they did not provide prorated credits and that we were misadvised about our lines continuing to be in service. We had an outstanding credit on file of $7-$8 for overpayment the previous month that not only did they keep but also billed us an additional $18. My husband again called and was told it was for taxes. When he asked this supervisor to have it credited off due to the prior issues, he was told that taxes are charged at the end of the cycle and they do not provide credits. How there are taxes due when you pay ahead makes no sense. So not only are we not getting anything back for our 4 lines for the last week of the month, they are keeping our over payment credit and want $18. They also threatened to send this $18 to collections. Suffice it to say, even though we were previous long time customers, we will not be going back to them in the future. Both supervisors were unwilling to provide any assistance.
Business Response
Date: 10/10/2024
Please see the attached document.
Initial Complaint
Date:09/14/2024
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.
Canceled service with Cellcom and they are trying to collect another months payment. I switched phone companies on July 23/2024 before the billing cycle was over they say I owe them more money. It clearly states on the back of the bill that monthly service charges are billed one month in advance. Many phone calls to them have not resolved the issue, they are now saying they are going to send it to collections.
Business Response
Date: 09/17/2024
Please see the attached document.
Initial Complaint
Date:08/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February 1, 2024. I was going to be out of contact(Without my phone) from ******* 20th until February 23, 2024. I had a prepaid account with ************************* phone service provider). I had money in my prepaid account to cover the billing cycles of Febraury and March as ******* had already been paid by ******* 1. They had requested that I to have my debit card as back up. Other than covering my prepaid account, I only had around $10 in my checking account. come February 1, they took my payment for phone service for the month off my debit card and overdrafted my account. I could not resolve my bank issue until February 24, having a negative account balance for 23 days. Through a lengthy process (5 weeks)...they refunded my $50 plus my overdraft fee of $36. I told them to never do this again as I always had money in my prepaid account. On June 1, 2024, Cellcom did this again causing another overdraft to my account even though I had money in my prepaid account. After numerous phone calls, I ask them to refund me my $50 plus another overdraft of $36. I wanted the $50 refunded so I could move onto a different service provider. They told me various lies that the check was mailed out on June 7. I waited until the 14th before I called them saying it had not showed up in the mail. They said they made a mistake and that it was approved June 7 and was being mailed today(14th). That check never showed. After more than 5-10 heated phone calls, they told me the $36 was my problem that I would need to resolve with the bank and that my $50 refund was going out June 21. In the meantime, I canceled my debit card with my bank and was issued a new card so Cellcom could not ever do this again. Needless to say, my refund never came so I still had $50 in my prepaid account(which they wont refund). They tried to charge my old debit card on July 1 and it didnt work. Then the shut off my service. I was furious. Had them apply $50 prepaid to July. Left Cellcom end of July. This should be illegal!
Business Response
Date: 08/28/2024
Please see the attached document.
Customer Answer
Date: 08/29/2024
Even though I accept this resolution, it does not minimize how I feel toward this terrible company. They only made things right because of my complaint.

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:08/14/2024
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.
I had to switch providers due to work reasons called to cancel exactly at end of my cycle i had 2 apple watches that i needed to pay off i was told what i owed and i would be getting a bill for$168.00 ish fine not problem i get a bill for $239 im paying taxes on the 5 lines i canceled plus they took my $5 a line auto pay discount back said i had to pay taxes on the 5 lines but then said they couldnt give me the discount for auto pay because i didnt have service on the 5 lines I canceled which is ??? Why do i pay taxes on lines i cancelled but cant get the $5 a line auto pay discount because i didnt have service makes no sense i paid auto pay foe years i was a customer of cell come for 20 years I asked if they could waive $25 for the auto as a good customer credit they refused if my new provider was not going to work out i would have happily went back to cellcom but not now horrible customer service to long time customers
Business Response
Date: 08/19/2024
Please see the attached document.
Customer Answer
Date: 08/19/2024
[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:07/25/2024
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.
Ive been doing business with Cellcom for around 10 years and always gotten good service on all of my families cellular phones. About 3-4 months ago my fiancs phone started dropping calls and not getting service (in locations that have never been an issue.) So we purchased a new phone thinking it was the phone since our child and my phones were still fine. Recently all of our phones have been acting up not allowing us to contact each other or doctors in emergency situations. I went to the store and they told me someone would call (I know, makes no sense.) They called and after multiple dropped calls they told us they would work on it and call us back. They called back and again after multiple dropped calls they said they were gonna try more stuff. We have not seen any results and just keep getting the run around. I feel trapped in a service that is no longer providing me service , that I pay in excess of $300 a month on, due to their contracts which require me to pay off all devices voiding the sales deals and costing me thousands just to terminate service. One of which I only purchased thinking it was the device not the service all together. As stated before I have been extremely happy with the service until this and would prefer that I just continue receiving the service weve gotten in the past, but if they cant I would like an affordable exit so I can seek service elsewhere.
Business Response
Date: 07/31/2024
Please see the attached document for our response.
Customer Answer
Date: 07/31/2024
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.

A booster will only help us at our home. I pay for a service and Im not receiving said service. For as long as we have had Cellcom we have never had this issue. So Im supposed to pay for a service that I only receive for part of the year? No. And how are we supposed to answer a phone call when we have no phone service? They are not meeting their end of the deal. As mentioned previously, not only am I paying for a service that Im not receiving. The service I am receiving is **** poor. Im paying for equipment that is useless. I just purchased a new phone for **** thinking that was the issue because at first it was just her phone. It is now all devices on the plan. So when purchasing the devices the only way to get a deal on them is to pay over a 2-3 year plan and if you pay early you dont receive said deal. So i am trapped unless i pay almost double for these devices. Obviously ********************** cannot provide the services they are selling. I either want the service Im paying for or a fair exit plan.

Regards,

***********************
Business Response
Date: 08/09/2024
Please see the attached document.
Initial Complaint
Date:06/21/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May's bill was overpaid by $12.50 since I paid the full balance of my phone prior to bill due date 6/12/24.My billing period starts on the 20th of the month. I received my new carrier SIM card on 6/21, one day after my new billing period and switched my number and discontinued my service.The reason for leaving Cellcom is poor network service, issues sending photos via text, photos in text sending to recipient multiple duplicates. This has been an issue since I started service and although it seemed to get better with infrequent occurrences, lately it is happening ALL the time. I was informed to day that Cellcom will be charging me for a full month of service even though I have only used approximately 14 hours of their service for 6/20-7/20. I am being charged $32.39 as well as the over charge of $12.50 from May.Cellcom owes me $12.50 and I expect the additional billing of $32.39 to be removed from my account and my account be paid/satisfied in full after the reimbursement for overpayment.
Business Response
Date: 06/27/2024
Please see the attached letter for our response.
Customer Answer
Date: 06/27/2024
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 overcharge me for in June. While the invoice from *** was before I paid off my phone my checking account was clearly overcharged. I have attached a snapshot of the deduction from my bank. The amount Cellcom deducted from my checking account is the full amount of a typical monthly bill which INCLUDES the additional amount for my phone which was paid in full.
Regarding Cellcom trying to contact me, there are multiple ways to contact me which Cellcom has in my account. I do not accept voicemail on my cellphone which was apparent with my Cellcom account as I had called to have voicemail turned off. There is also an email and potentially a landline phone number.

Regards,

*****************************
Business Response
Date: 07/08/2024
Please see the attached document for our response to the BBB complaint.
Customer Answer
Date: 07/08/2024
[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.
I did receive the email 7/3/24 from J*** F**** Resolution Specialist at Cellcom which stated they are waiving the $32.39. I am satisfied with this resolution.

Regards,

*****************************
Initial Complaint
Date:05/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called cellcom on 4/4/2024 to ask about what final charges would be if I canceled service. Was informed I would owe the balance due on my phone of $183.24 plus the days of active service with them (3 days). Bill cycle is 4/2-5/1. My Bill on 4/1/2024 was $160.13. Called a few days later and spoke with a man who told me it would be best to turn off auto pay and wait to pay until I received final bill since I would have prorated charges for the few days of active service. Final bill came for an additional $201.19 which included only a credit of $$4.41 and $10 charges for turning off autopay. Called 5/17 to have bill corrected and they are now saying that their policy changed on 4/1/2024 that I have to pay for the entire service period of 4/2-5/1 even though I only had there service there the evening of 4/4/2024 when I ported over to ***** They are refusing to credit any amount even though multiple employees never once mentioned having to pay for an entire month of service.
Business Response
Date: 05/21/2024
Please see the attached document.
Customer Answer
Date: 05/21/2024
[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,

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

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Cellcom is NOT a BBB Accredited Business.