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Business Profile

Cell Phones

Russell Cellular

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

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Complaint type

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 went to this store on November 30 2024 and they had a promotion if you switched from another carrier you would get a free iPhone Apple Watch and iPad as long as you paid for the service. Also I would get a $500 rebates per phone line that I could use towards bills or whatever I wanted. They were Christmas gifts so I needed to get them but I couldnt transfer over until the day after Christmas and I was told that wouldnt be a problem that would be the start of service. The *** told me after everything my monthly bill should be at about $325. So I was trading in 5 phones, so I was getting 5 phones, 5 Apple Watches and 1 iPad. Well they completely screwed up my order and created two accounts instead of one so the discounts and rebates did not go through, totally their fault! The first account had 1 phone and 4 watches and the second account had 4 phones 1 watch and 1 iPad. So I had to wait one month after the transition date so they could merge the two accounts into one. So now I had to pay an extra month for a carrier that I should have been done with and deal with two bills because they created two accounts. I brought this to their attention and was told at the store dont worry about the first bill because once they are merged it will all be ok. Well the first account that I was told not to worry about the bill they shut off service to because I didnt pay even though I wasnt even using the phone or watches yet. So I had to pay $440 on a bill that shouldnt have existed yet and pay for re connecting fees on 5 devices at $20 each. So the time came to switch to one account and of course that was screwed up as well and none of my watches worked and as I found out later they never informed my former carrier that I had switched so I was still getting charged. My second bill was $393 about $70 higher than it should have been and I still didnt recieve any of my rebates. My next bill is $1383.84. Not enough room to tell the whole story

Russell Cellular is NOT a BBB Accredited Business.

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