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

34 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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.

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,

*****************************
Initial Complaint
Date:04/01/2024
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.
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
Date: 04/09/2024
Please see attached document.
Customer Answer
Date: 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
Date: 04/18/2024
Please see attached document.
Initial Complaint
Date:12/27/2023
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 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
Date: 01/04/2024
Please see the attached document.
Initial Complaint
Date:09/28/2023
Type:Customer Service 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.
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
Date: 10/05/2023
Please see the attached response letter.
Sincerely,
*********************
Customer Care Manager
**********************
Customer Answer
Date: 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
Date: 10/25/2023
Please see the attached response.
Sincerely,
*********************
Cellcom
Customer Answer
Date: 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
Date: 11/02/2023
Please see the attached letter.
Customer Answer
Date: 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
Date:07/01/2023
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 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
Date: 07/10/2023
Please see the attached response to this complaint.
Sincerely,
*********************
Customer Care Manager
Initial Complaint
Date:06/21/2023
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.
Your service has random outages where I cant contact cellcom customers, I have left feedback months ago and nothing happened my family has gotten new sim cards and have done all there troubleshooting steps and still have calls come up as missed calls hours latter or get texts hours after they are sent, they are making people pay for a service that doesnt work and I want them to fix it as it is a hazard not being able to get into contact with people who use cellcom's phone service
Business Response
Date: 06/30/2023
Please see our response to the complaint filed.
Customer Answer
Date: 07/10/2023
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.

[Please type your response here.]

Regards,

***************************
there was no message attached to the message
Business Response
Date: 07/17/2023
Please see the attached response.
Initial Complaint
Date:01/13/2023
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 purchased a cell phone in the last 6 months and have had nothing but problems with the phone. There is an app that I have downloaded and it does not stay connected, it locks up. I have to restart my phone 5-6 times a day to get the app to work. I have a ****** 5 and for the last 4 months the app does not work I go to the store and they have no resolution, I call and they have no resolution. **** news app is not working. My fiance has a ****** 7 that he just got and the app is working fine. There has to be a problem with my phone. I have asked that they look into it and they don't seem to see a reason. They claim there is a known problem with **** but I have talked with others and the app is working fine. Like I said it is working on the ****** 7. I want a new ****** 5 phone that has been tested with the **** app on it and know it works. I should not have to restart my phone 6 times in a day to access an app. Someone in a call center also changed some setting and then the app did not work at all. Also the phone does not seem to update regularly. There is an underlying problem and needs resolution.
Business Response
Date: 01/20/2023
Please see our response in the attached letter.
Initial Complaint
Date:11/23/2022
Type:Order 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.
My elderly father bought a new cell phone through Cellcom back in February 2022. He has used Cellcom as his cell phone provider for many years. He passed away in September and had a balance of $500 on his phone. Cellcom has a policy where I can't surrender the phone back to Cellcom and now Cellcom will send my father's estate the cost on the phone. My sister and I are part of his estate so we are going to have to pay for this phone out of our pockets. I think Cellcom has done a disservice to my father after being a loyal customer for many years, especially after his death. I am totally flabbergasted on this type of policy.
Business Response
Date: 12/02/2022
Please see the attached response to complaint ********.
Customer Answer
Date: 12/03/2022
[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:11/14/2022
Type:Product 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 canceled our cell phones with them and they refuse to reimburse us our money. They say they dont do that. That money we paid for a service that we are no longer getting.
Business Response
Date: 11/23/2022
Please see the response for ********************' complaint. Her questions have been addressed.
Customer Answer
Date: 11/25/2022
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,

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

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Cellcom is NOT a BBB Accredited Business.