{"id":"consumer-cellular","page":"https://escalate.alexgaoth.com/#/c/consumer-cellular","html":"https://escalate.alexgaoth.com/c/consumer-cellular/","generated":"2026-10-15","company":{"id":"consumer-cellular","name":"Consumer Cellular","aliases":["consumercellular","consumer cellular inc"],"sector":"wireless","website":"https://www.consumercellular.com","regulators":["fcc"],"notes":"Month-to-month postpaid wireless (Consumer Cellular, Incorporated, Portland, Oregon), marketed to customers 50+ and AARP members. Disputes fall under the Wireless Customer Agreement (last updated September 15, 2026): a certified-mail Notice of Dispute, 60 days of informal resolution, then AAA arbitration or small claims. Consumer Cellular's own help pages do not say how to get a number transfer (port-out) PIN; ask customer support.","channels":[{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"unlock-phone","type":"phone","label":"Device unlock eligibility and unlock codes","value":"+1-888-925-5291","purposes":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Support and FAQs","value":"https://www.consumercellular.com/help","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"device-policies","type":"portal","label":"Risk-free Guarantee and Device Policies (returns, unlocks, warranty)","value":"https://www.consumercellular.com/devicepolicies","purposes":["refund_request","cancel_service","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone"},{"rung":"written_complaint","channel":"billing-dispute-mail","note":"Call or write within 60 days of the bill date."},{"rung":"written_complaint","channel":"dispute-resolution-mail","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"playbooks":[{"issue":"billing_error","summary":"Call customer support or write to Consumer Cellular within 60 days of the bill date, or you waive the dispute.","evidence":["the bill with the charge","account number","phone number","what you expected to pay and why"],"steps":[{"do":"Call customer support within 60 days of the bill date and ask for the charge to be corrected. Note the date and the representative's name.","channel":"customer-support-phone"},{"do":"Or write to Consumer Cellular within the same 60 days. Pay the bill, including disputed charges, by the due date.","channel":"billing-dispute-mail"},{"do":"If it is not resolved, send a Notice of Dispute by certified mail with your full legal name, mailing address, email, phone, account number, the facts, the relief you want, and your own signed statement that it is accurate.","channel":"dispute-resolution-mail"},{"do":"If 60 days pass without a resolution, file an FCC complaint or start AAA arbitration or small claims. File within 1 year of the dispute arising.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"To dispute charges on a bill you must either call customer support or notify Consumer Cellular in writing at 12447 SW 69th Ave., Portland, OR 97223 within 60 days of the date of the bill, or you waive the right to dispute the bill.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payments of all charges, including disputed charges, must be received by the due date on the invoice.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time by calling support. New customers who cancel within 30 days (45 for AARP and USAA members) with 500MB or less of data pay no monthly or activation charges.","evidence":["account number","activation date","data used","cancellation date","final invoice"],"steps":[{"do":"To keep your number, start the transfer with the new carrier first and keep Consumer Cellular active until it completes. Ask Consumer Cellular support for the account number and transfer PIN the new carrier needs.","channel":"customer-support-phone"},{"do":"To cancel, call customer support. New customers inside the risk-free period should say so and ask for the prepaid label to return the phone.","channel":"customer-support-phone"},{"do":"For a device bought from Consumer Cellular, ask for the unlock code if the device is paid in full and has been active at least 30 days.","channel":"unlock-phone"},{"do":"Check the final invoice. A remaining device financing (EasyPay) balance is billed on it. A credit over $25.00 should come back by check within 90 days."}],"facts":[{"kind":"deadline","claim":"New customers may cancel within 30 days of activation and Consumer Cellular waives the monthly service charges and one-time network activation fees for new lines if data use is 500MB or less. Third-party charges, international, roaming, device upgrade fees, taxes and surcharges still apply. AARP and USAA members get a 45-day period.","issues":["cancel_service","refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Outside the risk-free period you can cancel any time, but monthly charges on the final invoice are not prorated or refunded. Service continues to the end of the billing cycle unless you transfer the number to another carrier first.","issues":["cancel_service"],"source":"https://www.consumercellular.com/help/billing/miscellaneous/what-if-i-need-to-cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"After cancellation, remaining credits over $25.00 are returned automatically to the last-known address within 90 days; a credit under $25.00 is returned only on request.","issues":["cancel_service","refund_request"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumer Cellular unlocks a device bought from it on request when the device is paid in full, the account is in good standing, it is not reported lost or stolen, the unlock code is available, and the device has been active on Consumer Cellular for at least thirty (30) days. Only the original purchaser can request it.","issues":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Return devices bought directly from Consumer Cellular within 30 days (new customers) or 14 days (existing customers), in like-new condition.","evidence":["order number or receipt","ship or activation date","prepaid return label tracking number"],"steps":[{"do":"For an online or phone order, call customer support to start the return and get a prepaid label. Returns go by mail only, not to a store. For a store purchase, go back to that Consumer Cellular store.","channel":"customer-support-phone"},{"do":"Remove all locks, PINs and passcodes, turn off Find My iPhone or Google Smart Lock, and pack the device in its original packaging with all parts."},{"do":"If the refund does not arrive within 10 business days of the warehouse receiving the device, call support, then write within 60 days of the bill.","channel":"billing-dispute-mail"}],"facts":[{"kind":"deadline","claim":"New customers may return a device or accessories bought directly from Consumer Cellular within thirty (30) days of the shipment date (online or phone orders) or of the activation date (store purchases); 45 days for certain memberships such as AARP and USAA. Original shipping costs are not refunded.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Existing customers must return devices within fourteen (14) days of the shipment date (online or phone) or activation date (store). Device upgrade fees are non-refundable.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Eligible returns are processed within ten (10) business days after the warehouse receives them, and the refund for the device only goes to the original payment method. Devices that fail the return requirements are sent back with no refund.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items bought from retail partners such as Walmart follow that retailer's return policy and must be returned there; Consumer Cellular does not accept those returns.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"A Notice of Dispute must be sent by certified mail to the Office for Dispute Resolution in Portland with a personally signed statement from the claimant. The parties then try to resolve it for 60 days, and either may ask for a telephone or video settlement conference. Completing this is a condition before arbitration with the AAA.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, all disputes must be filed within 1 year after they arise. Either party may use small claims court for individual relief.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the arbitration agreement by letter to the Office for Dispute Resolution no later than 30 days after you first agreed to it, with your full legal name, mailing address, email, phone, account number or phone number, a clear opt-out statement and your signature.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"known_blockers":["The Notice of Dispute must be sent by certified mail with the customer's own signature; an agent cannot send it alone.","Unlock requests are honored only from the customer who originally bought the device.","The Wireless Customer Agreement and help pages render only after JavaScript loads."],"official_domains":["consumercellular.com"]},"playbooks":{"billing_error":{"company":{"id":"consumer-cellular","name":"Consumer Cellular","sector":"wireless","website":"https://www.consumercellular.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Call customer support or write to Consumer Cellular within 60 days of the bill date, or you waive the dispute.","evidence":["the bill with the charge","account number","phone number","what you expected to pay and why"],"steps":[{"do":"Call customer support within 60 days of the bill date and ask for the charge to be corrected. Note the date and the representative's name.","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"do":"Or write to Consumer Cellular within the same 60 days. Pay the bill, including disputed charges, by the due date.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"do":"If it is not resolved, send a Notice of Dispute by certified mail with your full legal name, mailing address, email, phone, account number, the facts, the relief you want, and your own signed statement that it is accurate.","channel":{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"do":"If 60 days pass without a resolution, file an FCC complaint or start AAA arbitration or small claims. File within 1 year of the dispute arising.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Support and FAQs","value":"https://www.consumercellular.com/help","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"To dispute charges on a bill you must either call customer support or notify Consumer Cellular in writing at 12447 SW 69th Ave., Portland, OR 97223 within 60 days of the date of the bill, or you waive the right to dispute the bill.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payments of all charges, including disputed charges, must be received by the due date on the invoice.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"process","claim":"A Notice of Dispute must be sent by certified mail to the Office for Dispute Resolution in Portland with a personally signed statement from the claimant. The parties then try to resolve it for 60 days, and either may ask for a telephone or video settlement conference. Completing this is a condition before arbitration with the AAA.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, all disputes must be filed within 1 year after they arise. Either party may use small claims court for individual relief.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the arbitration agreement by letter to the Office for Dispute Resolution no later than 30 days after you first agreed to it, with your full legal name, mailing address, email, phone, account number or phone number, a clear opt-out statement and your signature.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Call or write within 60 days of the bill date.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration.","channel":{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"known_blockers":["The Notice of Dispute must be sent by certified mail with the customer's own signature; an agent cannot send it alone.","Unlock requests are honored only from the customer who originally bought the device.","The Wireless Customer Agreement and help pages render only after JavaScript loads."],"security":{"official_domains":["consumercellular.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Month-to-month postpaid wireless (Consumer Cellular, Incorporated, Portland, Oregon), marketed to customers 50+ and AARP members. Disputes fall under the Wireless Customer Agreement (last updated September 15, 2026): a certified-mail Notice of Dispute, 60 days of informal resolution, then AAA arbitration or small claims. Consumer Cellular's own help pages do not say how to get a number transfer (port-out) PIN; ask customer support.","warnings":[]},"cancel_service":{"company":{"id":"consumer-cellular","name":"Consumer Cellular","sector":"wireless","website":"https://www.consumercellular.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel any time by calling support. New customers who cancel within 30 days (45 for AARP and USAA members) with 500MB or less of data pay no monthly or activation charges.","evidence":["account number","activation date","data used","cancellation date","final invoice"],"steps":[{"do":"To keep your number, start the transfer with the new carrier first and keep Consumer Cellular active until it completes. Ask Consumer Cellular support for the account number and transfer PIN the new carrier needs.","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"do":"To cancel, call customer support. New customers inside the risk-free period should say so and ask for the prepaid label to return the phone.","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"do":"For a device bought from Consumer Cellular, ask for the unlock code if the device is paid in full and has been active at least 30 days.","channel":{"id":"unlock-phone","type":"phone","label":"Device unlock eligibility and unlock codes","value":"+1-888-925-5291","purposes":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}},{"do":"Check the final invoice. A remaining device financing (EasyPay) balance is billed on it. A credit over $25.00 should come back by check within 90 days."}],"channels":[{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"unlock-phone","type":"phone","label":"Device unlock eligibility and unlock codes","value":"+1-888-925-5291","purposes":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Support and FAQs","value":"https://www.consumercellular.com/help","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"device-policies","type":"portal","label":"Risk-free Guarantee and Device Policies (returns, unlocks, warranty)","value":"https://www.consumercellular.com/devicepolicies","purposes":["refund_request","cancel_service","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"New customers may cancel within 30 days of activation and Consumer Cellular waives the monthly service charges and one-time network activation fees for new lines if data use is 500MB or less. Third-party charges, international, roaming, device upgrade fees, taxes and surcharges still apply. AARP and USAA members get a 45-day period.","issues":["cancel_service","refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Outside the risk-free period you can cancel any time, but monthly charges on the final invoice are not prorated or refunded. Service continues to the end of the billing cycle unless you transfer the number to another carrier first.","issues":["cancel_service"],"source":"https://www.consumercellular.com/help/billing/miscellaneous/what-if-i-need-to-cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"After cancellation, remaining credits over $25.00 are returned automatically to the last-known address within 90 days; a credit under $25.00 is returned only on request.","issues":["cancel_service","refund_request"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumer Cellular unlocks a device bought from it on request when the device is paid in full, the account is in good standing, it is not reported lost or stolen, the unlock code is available, and the device has been active on Consumer Cellular for at least thirty (30) days. Only the original purchaser can request it.","issues":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"A Notice of Dispute must be sent by certified mail to the Office for Dispute Resolution in Portland with a personally signed statement from the claimant. The parties then try to resolve it for 60 days, and either may ask for a telephone or video settlement conference. Completing this is a condition before arbitration with the AAA.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, all disputes must be filed within 1 year after they arise. Either party may use small claims court for individual relief.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the arbitration agreement by letter to the Office for Dispute Resolution no later than 30 days after you first agreed to it, with your full legal name, mailing address, email, phone, account number or phone number, a clear opt-out statement and your signature.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Call or write within 60 days of the bill date.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration.","channel":{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"known_blockers":["The Notice of Dispute must be sent by certified mail with the customer's own signature; an agent cannot send it alone.","Unlock requests are honored only from the customer who originally bought the device.","The Wireless Customer Agreement and help pages render only after JavaScript loads."],"security":{"official_domains":["consumercellular.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Month-to-month postpaid wireless (Consumer Cellular, Incorporated, Portland, Oregon), marketed to customers 50+ and AARP members. Disputes fall under the Wireless Customer Agreement (last updated September 15, 2026): a certified-mail Notice of Dispute, 60 days of informal resolution, then AAA arbitration or small claims. Consumer Cellular's own help pages do not say how to get a number transfer (port-out) PIN; ask customer support.","warnings":[]},"refund_request":{"company":{"id":"consumer-cellular","name":"Consumer Cellular","sector":"wireless","website":"https://www.consumercellular.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Return devices bought directly from Consumer Cellular within 30 days (new customers) or 14 days (existing customers), in like-new condition.","evidence":["order number or receipt","ship or activation date","prepaid return label tracking number"],"steps":[{"do":"For an online or phone order, call customer support to start the return and get a prepaid label. Returns go by mail only, not to a store. For a store purchase, go back to that Consumer Cellular store.","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"do":"Remove all locks, PINs and passcodes, turn off Find My iPhone or Google Smart Lock, and pack the device in its original packaging with all parts."},{"do":"If the refund does not arrive within 10 business days of the warehouse receiving the device, call support, then write within 60 days of the bill.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Support and FAQs","value":"https://www.consumercellular.com/help","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"device-policies","type":"portal","label":"Risk-free Guarantee and Device Policies (returns, unlocks, warranty)","value":"https://www.consumercellular.com/devicepolicies","purposes":["refund_request","cancel_service","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"New customers may return a device or accessories bought directly from Consumer Cellular within thirty (30) days of the shipment date (online or phone orders) or of the activation date (store purchases); 45 days for certain memberships such as AARP and USAA. Original shipping costs are not refunded.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Existing customers must return devices within fourteen (14) days of the shipment date (online or phone) or activation date (store). Device upgrade fees are non-refundable.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Eligible returns are processed within ten (10) business days after the warehouse receives them, and the refund for the device only goes to the original payment method. Devices that fail the return requirements are sent back with no refund.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items bought from retail partners such as Walmart follow that retailer's return policy and must be returned there; Consumer Cellular does not accept those returns.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"A Notice of Dispute must be sent by certified mail to the Office for Dispute Resolution in Portland with a personally signed statement from the claimant. The parties then try to resolve it for 60 days, and either may ask for a telephone or video settlement conference. Completing this is a condition before arbitration with the AAA.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, all disputes must be filed within 1 year after they arise. Either party may use small claims court for individual relief.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the arbitration agreement by letter to the Office for Dispute Resolution no later than 30 days after you first agreed to it, with your full legal name, mailing address, email, phone, account number or phone number, a clear opt-out statement and your signature.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Call or write within 60 days of the bill date.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration.","channel":{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"known_blockers":["The Notice of Dispute must be sent by certified mail with the customer's own signature; an agent cannot send it alone.","Unlock requests are honored only from the customer who originally bought the device.","The Wireless Customer Agreement and help pages render only after JavaScript loads."],"security":{"official_domains":["consumercellular.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Month-to-month postpaid wireless (Consumer Cellular, Incorporated, Portland, Oregon), marketed to customers 50+ and AARP members. Disputes fall under the Wireless Customer Agreement (last updated September 15, 2026): a certified-mail Notice of Dispute, 60 days of informal resolution, then AAA arbitration or small claims. Consumer Cellular's own help pages do not say how to get a number transfer (port-out) PIN; ask customer support.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Call or write within 60 days of the bill date.","channel":{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration.","channel":{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"security":{"official_domains":["consumercellular.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}