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Business Profile

Cell Phone Supplies

Cellcom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

This profile includes complaints for Cellcom's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cellcom has 32 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.

    Please enter a valid location.

    • Cellcom

      470 Security Blvd Green Bay, WI 54313-9705

    • Cellcom

      641A Division St Stevens Point, WI 54481-1841

    • Cellcom

      528 W Northland Ave Appleton, WI 54911-1928

    • Cellcom

      1096 S Koeller St Oshkosh, WI 54902-6172

    • Cellcom

      125 Commerce Dr Luxemburg, WI 54217-1142

    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Cellcoms cellular service had an outage for over 7-10 days, in the month of June. We ********** were without contracted service. This has caused a detrimental effect on our lives, and not to say our livelihood. They have breached their provided phone service contract and now they want a Full Payment for that month even though they only partial service (NO SERVICE/TEXT/INTERNET) for 10 days which I feel is completely unacceptable, and after contacting them regarding this issue, they refused to provide any resolution (reimbursement) for services not being provided., And I refuse to pay the full amount for only a partial month of service and they refuse to cooperate to find a resolution for this issue. Cellcom's (don't care) response is completely unacceptable and dangerous for those who rely on medical cellular coverage each and every day. Cellcom was not being transparent on this issue in anyway or form. I'm seeking reimbursement / compensation for the days that the phone services were not provided.

      Business Response

      Date: 06/27/2025

      See Attached: 

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Cellcom had an outage that lasted for almost 2 weeks. We relied on our phones for our business. We decided to switch carriers. Cellcom won't compensate anything to those who left Cellcom, but plan to credit those that stayed with Cellcom in July. I have been with Cellcom since 2007 and they say that they value me as a loyalty customer. I don't find this to be true since they won't make it right. We were laying during the outage and they won't do anything. Also, when we switched carriers, all but one lines would port over. However, the number that didn't port over, never worked. Once again, they won't do anything for that. I find this to be HORRIBLE customer service. Can you please help?

      Business Response

      Date: 06/27/2025

      See Attached: 

    • Initial Complaint

      Date:06/17/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 were long time customers of Cell Com for cellphone service. They had a cyber attack on their service leaving us without cell phone service for several weeks. Because my husband had a recent surgery that resulted in medical complications, we needed to switch cell phone providers. Cell Com made it difficult to switch. We were struggling to communicate with my husbands medical providers. Cell Com billed us for services we never received. Since we switched cell service providers, ********* refused to reimburse or refund us for the two or more weeks of no cell service. Dates of outage started on May 7th. We switched to ******* on May 20th. They are only reimbursing customers who stay with **************** through the month of June into July. This is unfair and unjust treatment. We feel we should receive compensation for not having service plus the aggravation and suffering we endured.

      Business Response

      Date: 06/17/2025

      See Attached:

      Customer Answer

      Date: 06/17/2025

      [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:06/09/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      They had a two week outage and expect me to pay for the full month, even though services were not rendered. They will only compensate customers that stayed with them after the outage, which I did not. They also charged me for services up until 6/5 when I ported out on 5/26.

      Business Response

      Date: 06/11/2025

      See Attached:

      Business Response

      Date: 06/13/2025

      See Attached. 

      Customer Answer

      Date: 06/13/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23442774, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      I want my bill for May to be reduced by 50% to reflect the time I had no service. And I want the charges from May 26th to June 5th dropped because I ported out of Cellcom on May 26th.



      Regards,



      Vicki Rissling

      Business Response

      Date: 06/18/2025


      Customer Answer

      Date: 06/19/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23442774, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


      I did not have service for two weeks in May and I will not pay for services not rendered. I also will not pay for services after I ported out on May 26th.



      Regards,



      Vicki Rissling

      Business Response

      Date: 06/23/2025

      Please see the attached document.

      Business Response

      Date: 06/23/2025

      Please see the attached document.

    • Initial Complaint

      Date:06/05/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      06-01-2025 I was charged for a service in the amount of ***** that I had and cancelled back on May 19, 2025. When I called Cellcom to cancel, they informed me that they cant cancel yet due to their outage but that they would make a note of it. Then when called inquiring about why I received a withdrawal for **** services they said because I ported my number on the 2nlnd of ****. This does not constitute an authorized withdrawal as I called ten days prior and cancelled their services. They refuse to refund me these charges that were not authorized to withdraw from my account. Had i had the opportunity to port my number over sooner, I would have, but with the outage they denied this request time and time again.

      Business Response

      Date: 06/11/2025


    • Initial Complaint

      Date:06/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      For the last 2 weeks of May 2025, we had no cell phone service through Cellcom. On May 29, 2025, we switched to *******. Cellcom sent us a bill for $89.82 for service dates 5/28/25 through 6/27/25, even though we switched to ******* on May 29, 2025. I called Cellcom and they said we still need to pay this bill even though we are no longer using their services. Also, the only people getting reimbursed for the 2 weeks of no service are the people staying with them. I talked to ****** *. from Cellcom and she said there's nothing she can do and refused to transfer me to another person. Our complaint is we should not have to pay for the upcoming month of service when we are no longer using Cellcom.

      Business Response

      Date: 06/05/2025

      Please See Attached: 

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Service was lost on 5/14/25 and as of 06/01/25 it still was not fully corrected. We were able to get information to move our service to a new provider but we then found out that 2 phones on the contract still had a plan balance what there should not have been. 2 of us had to get new phones in the last 4 months and we told cellcom we wanted to pay for the phones in full so there was no balances and they were to be paid in full. Cellcom is also stating that they will make credits on July bills but to get a 2X adjustment you have to see if you qualify as the 2X is only for existing customers. If they are issuing it to continued customers they should also offer to previous customers. over 15 days of NO service was unacceptable. All customers should be treated the same. I want to see a credit of a sizeable amount as we had 4 phones on the contract and everytime we called we got different answers. i had asked for a text once the issues were completed and as of 06/03/25 I never got that text. Cellcom needs to be fined and shut down. They should pay us at least $1000,00 per phone due to lack of service and lies they told. One person got a new phone a couple weeks before I did and their phone was paid in full like he asked. the 2 showing a balance cellcom needs to remove the amount owed as we told them we are paying for the phone in full.

      Business Response

      Date: 06/05/2025

      Please See Attached:

      Customer Answer

      Date: 06/05/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23412519, 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.]



      Regards,



      Janet Korth

      Customer Answer

      Date: 06/22/2025

      they did not advise if an additional X2 credit would be issued and they would never give a date of when the issue would be corrected.  at one time they said all would be up and working by 05/24/2025 and it did not happen.  When we tried to switch carriers we needed to get a transfer pin which we could not get until the systems were running so we went to another carrier had to get temporary numbers until they would issue a pin transfer number.  They would not advise with updates other than they are working 24/7 on the problem but if you would call on the weekends you would never get a live person to speak with.  I want to know the amount of the credit being offered and assured that it is x2 like all their current customers are getting.  Cellcom sent a letter that did not say what they were doing.  i have attached the letter they sent me which does not address the concerns.  per the letter sent they will not talk to you, you must go to the website and you still are unable to get the answers.

      Business Response

      Date: 06/27/2025

      See Attached: 

      Customer Answer

      Date: 06/30/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23412519, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      see attached.  The companies response is denied.  The company refuses to do anything for customers that left them.  Also on 6/07/2025 they were not fully up and running yet.  Totaly unacceptable customer service.  They never called me to discuss the issue.  They lied ever since 05/14/2025.  They need to be shut down/put out of business.  I hope this black marks there records.  i will share via social media.  I saw and heard that a lot of their customer left and went with another provider.



      Regards,



      Janet Korth

    • Initial Complaint

      Date:05/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Cellcom was involved in a cyber incident and my service has been critically affected for 12 days and counting.

      Business Response

      Date: 06/05/2025

      Please See Attached: 

      Customer Answer

      Date: 06/05/2025

      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.]

      Regards,

      ***** *****

      Customer Answer

      Date: 06/06/2025

      I asked to be allowed out of my contract.  All Cellcom did was respond with a paragraph about how they value customers and want to do better. They have been repeating that same line since this whole ordeal started. I would like to remain their customer, but I want the option to go elsewhere if something similar were to happen again.

      Business Response

      Date: 06/06/2025

      Cellcom reached out to the customer and discussed on 06/06/2025. We definitely appreciate the customer's concerns and feedback. We discussed that agreements with Cellcom currently would be in regard to the phones/equipment itself and that if a customer were in equipment agreements and chose to leave, they would be billed the remaining cost of that equipment. It is unlikely that an event at this scale would occur again and we definitely understand the customer's perspective on this and have taken their feedback into account going forward. 

    • Initial Complaint

      Date:05/22/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      They hid the recent cyber attack from customers, including myself. They said they were being transparent, that was a lie. In the days following the disruption, had we known that it was a cyber attack, we could have taken measures to protect our credit such as removing payment information, freezing bank accounts, etc....but they chose to not divulge the cause of the outage. Then, once they were open about what happened, they said a credit would be offered, in the future, to those that stay with cellcom. What an insult! They owe us for the time we paid for!!! Whether we stay or go.

      Business Response

      Date: 06/05/2025

      Please See Attached:

      Customer Answer

      Date: 06/17/2025

      [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:05/20/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am a health care provider for my parents and unable to keep contact with them because of Cellcom the day before the outage I received a notification from them that my bill was past due which it wasnt I have not been able to get in contact with them i went to two different offices they were closed I cant get another cell phone because money is tied up with Cellcom I dont have use of my phone an no way of keeping in contact with parents they charge me for data used flex payments that dont go to account when payment is more than bill No explanation from them or the ability to get a answer nor the ability to even use my phone its been a week and no contact from them nor the ability to directly resolve this problem

      Business Response

      Date: 06/05/2025

      Please See Attached:

    Cellcom is NOT a BBB Accredited Business.

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