Frequently Asked Questions
Account & Billing
- When is my bill due?
- How can I check my account balance and account usage?
- What are my payment options?
- What if I think my Cellcom bill is incorrect?
- Why do I have charges for more than one month on my bill?
- How do we determine how many minutes I am billed for?
- Why am I seeing old calls on my bill?
- Why am I being billed roaming charges?
- Why am I being billed roaming charges when my plan includes Nationwide Long Distance?
- How can I avoid being charged for minutes in excess of my calling plan minutes?
- What will I be charged if I change my rate plan or features?
- What are the carrier surcharges that appear on my bill?
- What is the Police and Fire Protection Fee?
- I am due a refund on my security deposit. What do I have to do to get my security deposit refunded to me?
- What happens if I am late making a payment?
- What is my billing period
- How quickly are funds taken out of my checking account?
- What happens if one of my checks is returned due to insufficient funds?
- Why are my calls being routed to Cellcom?
- Who is authorized to see my account information?
When is my bill due?
Your bill is due on the same date every month. The payment due date can be found on your monthly Cellcom bill.
How can I check my account balance and account usage?
- #MIN (or #646), while on a Cellcom tower, will give you last bill amount and current account usage.
- Access myCellcom at my.cellcom.com for your last bill amount and current account usage.
- Dial 611 from your cellular phone, or dial 800-236-0055, to have billing questions answered by a customer care representative during the following hours: 6:30AM - 10:00PM Monday - Friday, and 7:30AM - 9:00PM Saturday & Sunday.
What are my payment options?
At no additional cost to you, choose a payment option that fits your lifestyle. Recurring automated payments can be established by talking with a customer care representative or by visiting myCellcom at my.cellcom.com.
- Bank Draft: Electronic Funds Transfer - Recurring payment is conveniently deducted from your bank account each month 10 days after the billing date.
- Credit or Debit Card Draft: Your payment is charged to your credit card (MC, Visa, Discover, AmEx) or Debit Card each month 10 days after the billing date.
- Online: Cellcom offers on-line bill pay through my.cellcom.com. This provides you with Internet Access to make a one-time payment or establish a recurring payment using credit/debit card or checking/savings account.
- #MIN: a one-time payment option for balance in full is available by dialing #MIN (#646)
- By phone: You can easily pay your monthly bill by contacting our Customer Care Department. Dial 611 from your cellular phone or 800-236-0055.
- By mail: Simply return your check with the remittance form provided on or before the due date indicated on your invoice.
- In person: Our retail locations will be happy to take your payment by cash, credit/debit card, or check.
What if I think my Cellcom bill is incorrect?
- Dial 611 from your cellular phone, or dial 800-236-0055, to discuss billing issues with a customer care representative during the following hours: 6:30AM - 10:00PM Monday - Friday, and 7:30AM - 9:00PM Saturday & Sunday.
- Inquiries about your account will be accepted only from the financially responsible party, or authorized representative. If you have questions about your statement or need more information about a transaction, we must hear from you no later than 60 days after the charges first appeared on your bill. We will investigate your inquiry and correct any errors promptly. Full payment is required while items are under investigation.
Top Why do I have charges for more than one month on my bill?
- Typically, Cellcom bills our customers for monthly access and features one month in advance. Therefore, if this is your first bill, you are billed from the date you started your service to the end of the billing cycle (partial month), plus you are billed for the next month in advance.
- Changes for a partial-month, or more than one month may also occur when you change your rate plan/features. Because we billed in advance for the period when the change occurred, we must credit back what we charged for the old rate plan/feature, and then bill you the correct charge. In addition, you are billed the new rate plan/feature one month in advance.
- This may also occur if you were temporarily suspended for nonpayment.
How do we determine how many minutes I am billed for?
Cellcom minutes are billed in 60 increments increments. Each partial minute of airtime is rounded up and billed as a full minute. Home and roam airtime are billed for incoming and outgoing calls.
Why am I seeing old calls on my bill?
Calls placed on another carrier's network may take up to 45 days to appear on your bill. We cannot bill you until the other carrier has processed your calls and forwarded them to Cellcom.
Why am I being billed roaming charges?
The minutes included with your calling plan only apply when you are calling from within the home area shown on your rate plan brochure or as shown on www.cellcom.com. Roaming charges occur when you place or receive calls on your wireless phone while traveling outside your home area. For example, if your home area includes most of the state of Wisconsin and the Upper Peninsula of Michigan, and you are traveling to Florida, you are roaming and will be charged a separate per minute fee. You may also incur roaming charges if you are traveling near the border of your home area and pick up a tower outside of your home area. To avoid roaming charges you may be able to purchase a roaming feature. The feature must be added for at least one complete billing cycle. If you frequently travel outside of your home area, you may want to consider changing to a nationwide calling plan.
Why am I being billed roaming charges when my plan includes Nationwide Long Distance?
- If you are being billed roaming charges and your plan includes nationwide long distance, it means that you have been roaming while making or receiving calls.
- If your plan includes nationwide long distance that doesn't mean it includes free roaming charges. Roaming refers to any calls made to, or from, your wireless phone when you are located outside of your home area as shown on your plan brochure or as shown on www.cellcom.com. Unless you have purchased a roaming feature, you will be charged a separate fee for roaming minutes.
- Long distance refers to any calls where long distance charges would normally apply. For example, a call from Green Bay, Wisconsin to Tampa, Florida is normally long distance and long distance charges should apply. However, if your plan includes Nationwide Long Distance, or you have added the Nationwide Toll feature, you will not be charged long distance for any calls that originate from within your home area to anywhere within the United States.
Top How can I avoid being charged for minutes in excess of my calling plan minutes?
Cellcom offers several ways to help you manage your wireless service. If you are on an eligible rate plan, you can check your usage from the close of your last billing cycle, either by dialing #MIN (#646) from your wireless phone while on a Cellcom tower, or by accessing your myCellcom account online at my.cellcom.com. If you find that you are using more than your calling plan minutes, contact us before the end of your billing period and we will be able to recommend a change to your rate plan or features that will help you avoid those surprise charges.
What will I be charged if I change my rate plan or features?
Cellcom does not charge a fee, or extend your contract, if you change your rate plan or features. However, if you have a monthly promotional credit for your line of service, and you change to a rate plan of less value, you may lose your promotional credit. Be sure to ask about any current promotional credits on your line of service.
What are the carrier surcharges that appear on my bill?
There are a number of different carrier surcharges that may appear on your invoice. They are the Regulatory and other Recovery Fee, Federal Universal Service Fund, and the Wisconsin state Universal Service Fund.
- The Regulatory and Other Recovery Fee is charged on all calling plans. This charge is associated with the cost of administering and complying with the government-mandated programs such as Wireless Number Pooling, TTY (Text Telephone), CALEA (Communications Assistance for Law Enforcement Act), and Wireless Number Portability.
- The FCC established the Federal Universal Service Fund (USF) to guarantee telecommunication services were reasonably priced for low-income customers and customers residing in rural areas. The USF is a variable charge that is subject to change monthly. It is calculated using a FCC assigned contribution factor. Through this charge, Cellcom recuperates the costs of its mandated contribution as permitted by the FCC.
- The State of Wisconsin established the state Universal Service Fund (USF) to assist in providing telecommunications access for low-income customers, customers residing in rural areas, disabled individuals, as well as advanced telecommunications equipment for hospitals and clinics. The state USF is a variable charge that is subject to change monthly. Through this charge, Cellcom recuperates the cost of its mandated contribution.
What is the Police and Fire Protection Fee?
The Police and Fire Protection fee is a WI government mandated fee that was effective September 1st, 2009. As a telecommunication's provider, Cellcom is required to collect the fee by adding each fee to subscribers' bills and subsequently turn over 100 percent of the money collected to the State.
I am due a refund on my security deposit. What do I have to do to get my security deposit refunded to me?
Security deposit refunds must be requested verbally, or in writing, to a sales, or customer care representative. You must have had 12 consecutive months without a non-pay suspend to be eligible for the refund. If a non-pay suspend occurs, the 12-month period begins from the date the account is paid and reactivated.
Top What happens if I am late making a payment?
If a payment is 30 days past due, your service may suspend until payment is made. If suspended, you may be charged a $35.00 reactivation fee.
What is my billing period
The billing period is when your monthly service begins and ends. Refer to the monthly access section of your bill. Your new minutes begin on the first day after your bill date. The bill date is located at the top of each page of your bill.
How quickly are funds taken out of my checking account?
When you provide a check as payment, you authorize Cellcom to make a one-time electronic funds transfer from your account. Therefore, funds may be withdrawn from your account on the same day your payment is received. You will not receive your check back from your financial institution.
What happens if one of my checks is returned due to insufficient funds?
There will be a $30.00 charge applied to your account each time a check is returned for insufficient funds (NSF). Checks will automatically be redeposited, and if they do not clear a second time, a second $30.00 charge will result. ACH payments will be attempted three times, and a $30.00 charge applied for each time it does not clear.
Why are my calls being routed to Cellcom?
If your phone has been suspended for any reason, any call you make will be routed to the Credit Dept. If during Credit Dept. business hours of 7:30AM - 7:00PM Monday - Friday, and 9:00AM - 12:00 Noon Saturday, a live representative will take your call and assist the financially responsible party, or an authorized person. If the call is after Credit Dept. hours, you may contact Cellcom Customer Care at 1-800-236-0055 from a landline.
Top Who is authorized to see my account information?
Only the "financially responsible parties" and "authorized per contract" individuals will be able to receive any account information and/or make changes to your Cellcom account.
For Personal accounts: Authorization and Password Form
For Business accounts: Tax ID and Password Form