ComplaintsforCellcom

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  09/17/2024

  Please see the attached document.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  08/28/2024

  Please see the attached document.  

  Customer response

  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

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  08/19/2024

  Please see the attached document.

  Customer response

  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/31/2024

  Please see the attached document for our response.

  Customer response

  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

  08/09/2024

  Please see the attached document.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  06/27/2024

  Please see the attached letter for our response.  

  Customer response

  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

  07/08/2024

  Please see the attached document for our response to the BBB complaint.

  Customer response

  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/21/2024

  Please see the attached document.

  Customer response

  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,
  
  *****************************
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello RE: i phone ************ In January of 2024 I took a i phone to Cellcom for repair, they replaced the i phone with a refurbished iPhone. This was covered partially through ****************** and my bill was $184.63 including tax. Approximately 6 to 7 weeks later the screen on the i phone froze and needed ************ again I was charged another $184.63 on 3-19-2024 for a refurbished i phone. Since there were 2 claims, Cellcom dropped the ****************** on the i phone, please note I pay monthly for this i phone insurance. First of all it was a refurbished i phone and it should have lasted longer than 6 to 7 weeks. I am looking for a resolution in this matter. I have spoken with ****************** and they claim Cellcom dropped the i phone insurance. I have spoken with *********************** and he stated his hands were tied. I would greatly appreciate any help you can give me in this matter. I would like to see my account credited for $184.63 and have the i phone ************ reinstated for insurance.Sincerely Yours *************************** Trucking and Excavating ************ *******************************************

  Business response

  04/09/2024

  Please see attached document.

  Customer response

  04/12/2024

  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.
  
  [Please type your response here.]
  As for the response by Cellcom, they stated Allstate canceled the insurance on the phone. I talked to Allstate Allstate says Cellcom. Which leads me to believe the right hand dont know what the left hand doing it all stems from a phone that was only two months old. They said it was due to damage to the screen that the phone locked up. I was told it locked up before there was any damage to the phone and the phone was not put in water that I am aware of due to that handling by Cellcom of this matter is totally Not satisfactory being that the phone was only a couple months old or less I paid money for that phone and now I had to buy another phone and then they decided to cancel the insurance for something. I believe that was a defective phone. so I believe the way things are being handled there will be no good resolution on this
  Regards,
  
  ***************************

  Business response

  04/18/2024

  Please see attached document.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Cellcom customer for 18 years straight and treated like its the first day of my line. Payed off my line to get a port transfer due to my service degrading to the point I dont even receive phone calls but maybe 50% of the time. ***** called his wife 17 times on Cellcom and never had a missed call. Absolute trash and tell me I just need a new phone. News flash it doesnt fix anything. Payed my contract off and now wont give me my port transfer. They claim they have to mail it to me through the Christmas holiday. I told them unacceptable it can take more than 2 weeks for the code to come in the mail. They didnt care told me tough luck even went to corporate office. I told them I want my money back then and would not return it. Absolutely crooked company!!!!

  Business response

  01/04/2024

  Please see the attached document.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Poor reception. Calls disconnect for no reason. Some days cannot text or call out. Calls are very static. Sometimes better than others. Can not hold a decent conversation without being disconnected. Have been working with customer service since December and not getting the service I need to feel safe. Im 74 and live alone. Doctor called yesterday and couldnt even finish call because they couldnt hear me.

  Business response

  10/05/2023

  Please see the attached response letter.

  Sincerely,

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

  Customer Care Manager

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

  Customer response

  10/13/2023

  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 

  to have improved my problem of failed calls and reception as these issues are less frequent.  The phone they gave me to try is more expensive and do not wish to increase my monthly payment.  Customer Service was going to contact me on October 11th to see how the phone was working but no one called.

   

  
  
  Regards,
  
  ***********************

  Business response

  10/25/2023

  Please see the attached response.

  Sincerely,

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

  Cellcom

  Customer response

  10/25/2023

  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 knew that I live in an area that has poor reception.  But did not tell me this when I purchased the phone.  I have been telling them about my reception problems for almost a year.  There only answer was to buy my phone   Now I have to incur an extra expense to solve my problems.  I would like to keep my phone. I might be forced to stay with Cellcom if I cant afford their offer. I would like to keep their service for another month as the phone companies will be having specials on Black Friday.

   
  
  Regards,
  
  ***********************

  Business response

  11/02/2023

  Please see the attached letter.

  Customer response

  11/02/2023

  [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

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need a port out number ASAP to end my service for a phone that is not working with this carrier. My wife is 6 months pregnant and has 0 cell service. I have spent hours on the phone with their technical team and no success. My terms are finally up with this company and Im trying to port my number and they had told me I have to wait for a letter to come in the mail with a needed port out number. I was told it can take up to 2 weeks to receive. Any other company would give it to you immediately.

  Business response

  07/10/2023

  Please see the attached response to this complaint.

  Sincerely,

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

  Customer Care Manager

*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. ↩